FAQs

A clear, well-lit photo with your pet’s face visible works best. For examples and tips, please see our Photo Guide.

That’s exactly what our Portrait Drawing Service is for. We’ll hand-draw your pet in your chosen style. Add the Portrait Drawing Service to the same cart as your product (it’s a one-time fee per pet). If you’re buying multiple items and want the same portrait on all of them, just leave a note in the cart like: “Use this portrait for every item in this order.”

Yes. If you already have artwork (from us or elsewhere), just click “Upload your photo” on the product page to upload your design file, then place your order. (PNG/JPG/PDF, 300 DPI works best)

Yes. You can upload separate photos and tell us how you’d like them arranged. If you’re choosing Portrait Drawing, please add the drawing service once per pet.

Absolutely—birds, rabbits, reptiles, horses, and more. Upload your favorite photo and choose your style.

Pick your product → choose variations → upload 1–3 photos → (optional) add Portrait Drawing → checkout. Full guide: How It Works.

PNG or JPG is perfect. Higher resolution (300 DPI) gives the best result.

Try a smaller file or a different format (PNG/JPG). If it still fails, contact us and we’ll help get the file through.

Yes—leave a cart note: “Use the same photo for every item in this order.”
If you want different photos for different products, please upload the exact photo on each product page. Make sure each photo is clear; if a photo isn’t suitable, we’ll contact you.

We accept PayPal and major debit/credit cards, including Mastercard, Visa, and Discover. Discount codes and gift cards can be applied at payment.

Yes. We email a digital proof within 2 business days (timing may vary by style/product). Please reply within 24 hours if you need changes; if we don’t hear back, we’ll proceed to production.

Yes. We offer gift packaging and gift cards (this is a paid add-on). Leave your note at checkout like: “gift message: xxxxx” and we’ll handwrite it on the card and ship with the product.

Contact us ASAP with your order number. After 12 hours, we may not be able to change it if production has begun.

No. We don’t include printed receipts or invoices in the package.

We currently ship to the USA, Canada, UK, Australia. Shipping fees are calculated at checkout.

Delivery Time (Processing + Shipping)

Processing Time

• Standard products: 3–7 business days
• Tufting products: up to 14 business days
  Processing may extend slightly during peak holiday periods.

Shipping Time

• United States & Canada: 4–14 business days
• Australia & New Zealand: 7–14 business days
• United Kingdom: 7–14 business days

Most items ship together in one package. Sometimes, products may ship separately to speed up delivery, and you’ll receive tracking for each parcel. If you need items shipped to different addresses, please place a separate order for each address.

Yes. You’ll receive a tracking link as soon as your order ships.

Contact us ASAP with your order number. If it’s within 12 hours, we can usually update or cancel. After that, production may have started and changes may not be possible.

Because each item is custom-made, we generally don’t accept returns or exchanges. If there’s any quality issue (damaged, misprinted, wrong item), please contact us and we’ll make it right.

You’ll receive a digital proof within 1–2 business days. Please reply within 24 hours if you’d like changes. We include 2 times free revisions for small tweaks. If we don’t hear back, we’ll proceed to production.

Take clear photos of the product and packaging and email us within 7 days of delivery. We’ll replace it as quickly as possible.

Email us at service@thepawject.com or use the Contact page. We aim to reply within 24 hours on business days.