Do you ship internationally?
Yes, we do.
Could there be shipping delays due to COVID-19 Outbreak?
Unfortunately yes. Since most people are staying in, that results in a significant increase in volume of orders. Even though we’re trying to maximize our productivity, there are still some delays caused from our suppliers and shipping carriers. All of these may lead to the delay of your shipments. Our apologies for this issue.
How long will it take to process my order?
On average, merchandise is produced and shipped from our facility in 3-6 business days after purchase. Standard shipping / transit takes 2-10 days for domestic and 4-30 days for international. However, due to COVID-19 restrictions, the time frame has been changed quite a lot, please check the timeline below for further information.
*The shipping may take longer than expected. If your order hasn’t arrived within the estimated delivery time, please contact us at email@example.com
What is considered a business day?
Business days are Monday through Friday. Business days exclude weekends and holidays.
How can I track my shipment?
Once your order ships, you will receive an email with tracking information. In case you do not receive shipping notification email after estimated processing time, please contact us at firstname.lastname@example.org.
My order status says "USPS Currently Awaiting Package" however it’s been a few days, where’s my order?
Our production system is quite different, whenever the order is placed we will buy the shipping label for that order first to keep track of its processing in the production system. So that means when you see the tracking doesn’t mean it has been shipped already. The tracking will only be updated when it’s done processing which may take up to 15 business days due to the delay affected by the outbreak, and it could be the shortage of supply or the late pickup of the carrier.
How will my package arrive?
It depends on your location. We ship packages through USPS, UPS and DHL with orders in the US and Canada; Spring GDS/ Royal Mail with orders in the EU and Australia Post with orders in Australia.
The confirmation does not display my design, will I receive my correct item?
The confirmation often shows the default images instead of yours. Our apologies for the inconvenience. If you want to double check your order, please contact us at email@example.com.
Am I able to change or cancel my order(s)?
We can help you to change or cancel your orders within 24 hours. We can no longer change or cancel the order if it has already processed. Therefore, if you change your mind, please contact us at firstname.lastname@example.org within 24 hours.
Do you replace items that are incorrect or damaged when delivered?
Yes. If you have received an incorrect or damaged item, please send an email to email@example.com with your order number and a brief note describing the issue with your shipment. If you have received a damaged item, please include a photo that clearly shows the product defect so that we may investigate the underlying cause of the issue.
As we recognize that this is an issue we created, we will be happy to send a replacement at no additional cost.
What characters can't be used when I enter the name?
Special characters are not displayable by all the fonts, so please DO NOT use non-letter or non-number characters when entering the names. We will not offer a return or refund if you try to use special characters.
What is your refund policy?
We have a 30-day return policy. Please check out our full Refund Policy page.
What quality should the photo I send to you be?
The better quality the photo the easier it will be for our artists to get a more accurate illustration of you on the other side. But don’t worry, we’ll let you know if we’re having any issues.
I have a large group I need doing?
No problem just drop us an email and we can discuss large jobs.
Can I see a preview first?
Yes! Make a note during the checkout process (notes section) that you'd like a digital copy emailed to you before we print and ship your order.
What if I am not happy with my portrait?
Our artists are incredibly talented and always do an amazing job, however, sometimes working from a photo we miss the essence of the person and are always ready to make revisions until you are 100% happy with your portrait.
How long does it take to create the artwork?
Our artists will design your order in 2-5 business days.