Refund policy

Refunds & Returns Policy

Full Refund Before Artisan Crafting We offer a full refund on your bespoke pet portrait at any point before you approve the digital design. Once you give us your final approval, the physical handcrafting and sculpting process begins. Because your artwork is 100% custom-made and uniquely tailored to your pet, we cannot offer refunds after this stage.

Custom Portrait Returns Due to the highly personalized and handcrafted nature of our 3D mineral relief and canvas portraits, we do not accept returns. However, your satisfaction is our highest priority. If you are unhappy with the final piece, please reach out to our support team, and we will do our utmost to ensure a graceful resolution.

Damaged, Lost, or Incorrect Deliveries If your masterpiece gets lost in transit, arrives damaged, or if you received an incorrect item or size, please notify us within 48 hours of delivery. Kindly provide photographic evidence of the damage or error, and we will prioritize crafting and shipping a replacement to you as quickly as possible.

Digital Proofing & Revisions We want your bespoke portrait to be perfect. However, due to the time-intensive nature of our custom artwork, once the initial digital design has been created, we cannot accept requests to change the original base photo or the selected style (e.g., switching from The King to The Pilot). If you wish to make minor refinements to the provided digital proof (such as slight adjustments to eye color, removing a small blemish, or tweaking specific fur markings), we can gladly accommodate these requests for a $10 revision fee per round of edits to compensate our artists for their dedicated artisanal labor.

Cancellation Policy You may cancel your order for a 100% refund within 24 hours of placement. After 24 hours, cancellations are granted at our discretion. If our artists have already begun designing your digital proof, a $10 artist fee will be deducted from your refund to compensate for their time and effort.

Photo Quality & Custom Requests Outstanding art begins with outstanding photography. Please refer to our Photo Guide to submit a high-resolution, well-lit image. Blurry or low-quality photos severely limit our artisans' ability to capture the fine details, expressions, and sculptural textures you see on our site. While we gladly accommodate minor adjustments (such as removing red-eye or tweaking eye color), highly specific structural requests (e.g., forcing a closed mouth to smile) cannot be guaranteed to look natural.