Questions, answered

Yes, and that is the point of ordering here. You order and pay first — that is what puts your piece in the queue. We then design it from your photograph and the choices you made, and it appears on your order page with everything else we hold about the order. Nothing is made until you have looked at it and said yes.

As many as you need. There is no limit and no charge, and you ask from your order page in your own words — we answer every one. We would far rather redraw a design six times than remake a finished piece once.

It is the reference the finished piece is made from, so the crop, the colours and the frame you approve are what you get. That is why it is worth looking at closely: what you approve is what gets made.

Yes — up to three in a framed portrait and two on a bag charm; a bracelet or an urn holds one. Choose how many on the product page; each animal after the first adds to the price, and each gets its own photograph and its own name. We will tell you honestly whether they all fit.

You can — add to your bag, upload your photograph and check out as a guest. You get a link to track the order. An account just means your uploads and proofs are saved for next time.

Any time before you approve the proof. Once you approve it the piece goes into production, and changing it after that means remaking it at cost.

One taken at your pet's eye level, in daylight from the side, with the eyes clearly visible. At least 800 pixels on the shorter side. A phone photo is genuinely fine — we work from far worse every week.

Yes, and it is most of what we make. Age, grain and a slightly soft focus are all workable. Upload what you have and we will tell you honestly whether it will work — and if it will not, you get your money back.

One photograph per animal — each uploader takes a single file. If you have several and cannot choose, upload the one you like best and tell us in the notes what you like about the others; we will ask if we think a different one would work better.

We email you within one working day, tell you exactly what is wrong, and suggest what to try instead. Your order sits still until you send something that works. If we cannot make it work, you get a full refund.

Each product page shows the real number of working days our studio needs before dispatch — between 4 and 8 depending on the piece. The design is the slow part and we do not rush it. Delivery is 5–8 working days after that on standard, 2–3 on express.

Yes, everywhere, with no minimum. Express is $14.95 if you need it sooner.

Yes, free. Duties and import taxes are the recipient's responsibility and are not included in the price you pay us.

Yes. Enter their address at checkout and add a gift message. We leave the price off every packing slip as standard, and the proof can go to you rather than to them if it is meant to be a surprise.

Not for a change of mind, because it was made specifically for you and cannot be resold. But if what arrives does not match the proof you approved, we remake it at our cost. No argument.

Tell us what to change and we will do it again, as many times as you like. If it never gets there, say so and we will refund you instead of making something you do not want.

Email hello@pawcreator.com with your order number and a photograph within 30 days. We will remake it and send it out on express at our cost.

Any time before you approve the proof, for a full refund. After that the piece is in production and we cannot stop it.

The portrait is printed and set in a carved resin frame, in the style you choose; the urn is ceramic, with the portrait made the same way and set into the front. The bag charm is printed on PU leather, and the bracelet is stainless steel in a gold or silver finish with the portrait under a resin dome. Whatever you choose, you approve a proof before anything is made.

Not under ordinary indoor light. Keep any piece out of direct sun as a matter of course, and the colours will hold for years.

If a piece arrives damaged, or does not match the proof you approved, tell us within 30 days and we remake it at our cost.

Dust the frame with a dry cloth, and keep it out of direct sun and damp. Never spray a cleaner on the portrait itself.

Wipe it with a soft dry cloth, and keep the portrait out of direct sun.