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FAQ

WHO ARE WE?

At Paint The Pup we are Fur-Real animal lovers that believe in the extraordinary connection between pet parents and their fur kids. This remarkable bond is hard to explain in words, so we represent it in art! We create each piece of art from your pet's photo and strive to capture not only your pet's likeness, but also his or her's essence and unique personality. Whether it is a dog, cat, horse, or rabbit, we will create a masterpiece with tons of passion and love. 

DO YOU CREATE PORTRAITS OF PEOPLE?

No, just animals. All animals are welcome!

CAN YOU DO TWO PETS IN ONE PORTRAIT?

We only do portraits of one animal at a time.

HOW DOES IT WORK?

Our custom pet art is made to order with each masterpiece being unique and one of a kind. The art is digitally hand-drawn and colored so that colors can be manipulated.

All you need to do is upload a photo of your pet according to the guidelines below, make any other product option selections, and then place your order.

  • Pet's photo should be at least 1000 x 1000 pixels 
  • Photo cannot be blurry, too dark, or too bright
  • Pet's face should not be obstructed by toys, paws, etc.
  • No excessive shadowing on face and eyes should be open
  • Pet should be standing or sitting rather than lying down
  • Bright lighting indoors or during a bright day outdoors is best

Example

Golden Retriever Photo Example

We will send you a “print proof” via email within 2-3 business days after purchase. Once we receive your approval or revisions request, we will finalize your masterpiece then email or ship it to you depending on whether you purchased a digital file or canvas print.

When purchasing a digital file, you will receive high-resolution jpg and png files via email. You will be able to use the png file to print your art at any size without losing quality. The digital file can be used on birthday cards, tee shirts, pillows, coffee mugs, etc.

When purchasing a canvas print, you will receive a museum quality canvas. Our canvas prints are handmade and designed to last well over 100 years, guaranteeing you will treasure your print for a lifetime. The canvas is gallery wrapped on a 0.75” wood frame. All canvas prints will arrive ready to hang right out of the box.

ARE SMARTPHONE PHOTOS ACCEPTABLE?

Yes, of course! Make sure the photo is at least 1000 x 1000 pixels. Close ups are best and the pet should be sitting or standing rather than lying down. Bright lighting indoors or during a bright day outdoors is best.

CAN I GIFT A FRIEND IF I ONLY HAVE ACCESS TO THEIR PHOTOS ON SOCIAL MEDIA?

No problem. Try and find a photo where the pet’s face is close up and clear. Make sure the photo is at least 1000 x 1000 pixels. The pet should be sitting or standing rather than lying down. Bright lighting indoors or during a bright day outdoors is best.

HOW LONG WILL IT TAKE TO RECEIVE MY PORTRAIT? 

While we agree you cannot rush fine art, practice makes perfect!

It will take 2-3 business days to complete and send the initial proof to you via email. There can be unlimited edits as we want you to be 100% satisfied with your portrait. Once you approve the final proof, if you purchased a Digital File, it will be emailed to you within 1-2 business days. If you purchased a Canvas Print, it will be shipped within 7-10 business days of the final proof approval. During the busy seasons it may take a little longer, but we do strive to maintain the same production time throughout the entire year. 

If you have a special occasion deadline, please let us know in the Shopping Cart "Special Instructions" box when you place your order and we will do our very best to accommodate you.

WHAT IS YOUR RETURN/REFUND POLICY?

Due to the custom and personalized nature of our portraits, we do not accept returns. However, if a defective or damaged portrait has been received by you, please email us within 10 days from the shipment delivery date at woof@paintthepup.com to arrange return of the defective or damaged portrait. Once received we will be happy to issue a refund for the purchase price of the portrait. Shipping costs are non-refundable.

We will also issue a refund if you change your mind prior to portrait proof approval. We want you to be happy and always strive to meet the expectations and full satisfaction of every customer. 

WHAT IS YOUR SHIPPING POLICY?

We provide Free USPS First Class 2-5 Business Day Shipping within the contiguous US, including Alaska and Hawaii. All shipments include tracking and insurance. Please allow 48 hours from the time you receive your tracking number for it to populate and provide tracking information.

DO YOU SHIP INTERNATIONALLY?

Sorry, not at the moment. However, it could be a possibility in the future!

DO YOU CHARGE SALES TAX?

Yes. A 6% sales tax will be applied to all orders shipped within the State of Florida.

WHAT TYPE OF PAYMENTS DO YOU ACCEPT?

We accept major credit cards and debit cards through a secure server. Your card will be charged the full amount at the time of purchase. We also accept Google Pay and Apple Pay.