1. How do I place an order?
Placing an order is simple! First, select your desired product, then choose the theme and size. Upload your pet’s photo, customize the options, and proceed to checkout. We’ll take care of the rest!

2. Order Cancellation Policy
You can cancel your order and receive a full refund as long as it has not yet entered the processing stage. Once your order has started processing or has been reviewed by our team, cancellations or refunds are not possible due to the personalized nature of our products.
If your item arrives damaged, please reach out to us, and we will promptly reprint and send a replacement at no extra charge.

3. Order Changes After Placement
If you need to make changes to your order, please contact us within 24 hours of placing it. After this time, we may have already started processing your order, but we’ll do our best to accommodate your request.

4. What If I Need to Upload a New Photo?
After placing your order, we review your photos within 1 working day to ensure they meet our quality standards. If your photos are not suitable, we’ll email you with a request for new ones, including reasons and a guide for better submissions.
Please upload new photos using the provided link. We cannot offer refunds for photos that don’t meet our guidelines. Ensure your images adhere to our standards for the best portrait quality.

5. Refund Processing Time
Once a refund is issued, you will receive an email confirmation. Please allow up to 10 working days for the funds to be deposited into your account. If you have any concerns about the timing of your refund, feel free to contact us for assistance.

6. What payment methods do you accept?
We accept all major credit cards, PayPal, and other secure payment methods. Your payment information is safely processed through encrypted servers.

7. What types of products do you offer?
Currently, we offer framed, unframed, and canvas portraits, mugs, and phone cases, all featuring custom artwork of your beloved pets. We plan to expand our product range in the future!

8. Can I use multiple photos for a single portrait?
Absolutely! We can combine multiple photos to create a single portrait. Just let us know your preferences when placing the order.

9. Do you offer gift cards?
Yes, we offer gift cards that can be used for any purchase on our site. You can purchase gift cards through our website.

If you need assistance with gift card purchases or redemptions, please contact our customer support team.

10. Can I see a preview before ordering?
When you place an order, your pet’s photo and selected design are sent to our skilled team of digital artists. They meticulously work to integrate your pet’s image seamlessly into the portrait. Since each piece is crafted with care and takes time, we're unable to offer a preview before purchase. Rest assured, our team is dedicated to delivering a stunning final product.

11. How long will it take to receive my preview?
After your photos are approved by our team, you can expect to receive a preview within 5 working days. We’ll send you an email to confirm this, along with an estimated preview date. We’ll keep you informed throughout the process.

12. What could delay my preview?

• If your photos need to be resubmitted due to quality issues.
• Adjustments to your order, like changing the size or design.
• Modifications to your delivery address.

13. What If I Want to Change My Portrait?
We offer unlimited revisions to make sure your portrait is just right. When requesting changes, please provide detailed instructions to help our team understand your preferences and avoid further delays. Most changes are completed within 2 working days, but more extensive revisions may take a bit longer.

14. How long does it take to receive my order?
Typically, it takes about 1-2 weeks to create and deliver your custom artwork. Shipping times may vary depending on your location. We’ll send you a confirmation email with tracking information once your order has been shipped.

15. Damaged Order?
We take great care in packaging our items securely, but we understand that accidents can happen during transit. If your order arrives damaged or is lost in the post, please email us at info@pawpals.co.nz with photos of the damage, and we’ll arrange for a replacement to be sent out to you as quickly as possible.

16. Worldwide Shipping
Absolutely! No matter where you are, you can enjoy your very own custom pet portrait delivered to your doorstep.
Please note that delivery times may vary depending on your location, so be sure to consider this when placing your order.

17. Tracking Your Order
Once your order has shipped, you will receive a confirmation email with a tracking number and a link to track your shipment.

You can also track your order by logging into your account on our website and viewing your order history.

18. How do I care for my artwork?
To keep your artwork looking its best, avoid direct sunlight, moisture, and extreme temperatures. For canvas prints, dust gently with a soft, dry cloth.

19. How do I contact customer service?
If you have any questions or need assistance, feel free to reach out via our About us page. Our friendly customer service team is here to help!