Frequently Asked Questions

Pet Portraits

Do you do all animals?

Yes! We create portraits for unique pets around the world — from cute bunnies to pet birds. Odds are, if it's an animal, we will create a portrait for you.

Do you send proofs or previews before printing my portrait?

In an effort to get your order to you as efficiently as possible, we do not offer artwork previews or proofs. But don't worry! If your provided photo won't make the best portrait, we'll reach out to you for a new one. Be sure to review our Image Guidelines here.

Can I have more than one pet in a portrait?

Yes! Check out our two-pet portraits here and three-pet portraits here. If you would like more than 3 pets in a single portrait, please reach out to our support team at hello@heirloompaws.com.

Do you create pet memorials?

Heirloom Paws is honoured to create portraits in memory of passed pets. We work with customers to find the perfect photo from the options you have available. Please contact us at hello@heirloompaws.com if you have any further questions.

Can I change my order after it's been placed?

Yes! We are happy to help with changes to your portrait order as long as you reach out to hello@heirloompaws.com within 30 minutes of your order being placed. After 30 minutes, most changes — including address updates — can no longer be made. Please note that in some cases, changes to orders may result in shipping delays.

Can I receive the portrait without a name?

Yes! We appreciate modern, simple design just as much as you do. If you prefer your portrait without your pet's name, simply write "NO NAME" in the name box at checkout.

What makes a good photo?
 

1. Photo is taken in a well-lit area — ideally without a filter and in natural lighting.

2. Close up and head-on, showing as much of the ears, head, neck, and chest as possible. This allows us to get a great crop of your pet's face. Photos of your pet lying down are not ideal.

3. Avoid overhead or blurry photos.

Review our Image Guidelines for more information.

What are the dimensions of your portraits and frames?

Frame moulding size varies from 1"–1.5" depending on your portrait size.
Poster SizeSize with Frame (approx. 1" moulding)
8x10 in (20.32 x 25.4 cm)10x12 in (25.4 x 30.48 cm)
12x16 in (30.48 x 40.64 cm)14x18 in (35.56 x 45.72 cm)
18x24 in (45.72 x 60.96 cm)20x26 in (50.80 x 66.04 cm)

What is a Digital Download?
We offer a high-quality digital file of your completed artwork as an add-on to any physical product. You will receive your file digitally once your order has shipped. Please note we do not currently offer Digital Downloads as a standalone product.

What is Skip the Line?

Skip the Line is an optional add-on that moves your portrait to the front of our artist's queue, so your artwork is finished and on its way to you faster than standard orders. Please note it does not change shipping speed or transit time.

Shipping

Where do you ship?

We ship to the USA, Canada, UK, Australia, and select European countries.

General Shipping Timelines
USA: Orders typically arrive within 1–2 weeks from the date of purchase. During peak holiday seasons, please allow up to 3 weeks.
Canada, UK, Australia & Europe: Orders typically arrive within 2 weeks from the date of purchase. During peak holiday seasons, please allow up to 4 weeks.

Shipping Cost

We offer FREE shipping on all orders over $100.
For orders under $100, we charge a $10 flat rate within the USA.
Orders shipping to Canada, UK, and Australia ship for a $25 flat rate.

Will all of my items arrive in the same shipment?

While we always strive to deliver your items together, occasionally one item in your order will be completed ahead of time and shipped out first. For example, if you order a framed portrait and a mug, the mug may arrive separately. If you ordered any custom accessories such as blankets or jewelry, please expect these to be delivered separately from your portrait.
Returns & Cancellations

Can I cancel my order?

Due to the custom nature of our portraits, we begin work on each order promptly after it is placed. To cancel, you must email hello@heirloompaws.com within 30 minutes of placing your order. After 30 minutes, cancellations are not possible.

Can I return my order?

Because every portrait is custom-made to your specifications, we are unable to accept general returns. If your item arrives damaged or there is an error on our part, please contact us within 14 days of delivery and we will make it right.
What if I'm not happy with my portrait?
Your satisfaction matters deeply to us. If your portrait isn't what you expected, reach out within 14 days of delivery and we'll work with you to resolve it.

Contact Us

How do I leave a review?

Your feedback is extremely important to us! To leave a review, click here and scroll to the bottom of the page where you see reviews, then click "Write a Review."

Still have questions?
We'd love to hear from you. Email us at hello@heirloompaws.com and our team will get back to you as soon as possible.