All your questions answered

General FAQs

I have more than one pet I want featured — is that okay?

Of course! We don’t expect you to play favorites. You’ll find an option for a two-pet portrait in our online store. If you’d like more than two pets included, please email us for a quote on your custom order. Head here for details around custom orders.

Will I receive a proof of my artwork?

Each Pawprint we create is unique. They’re each digitally hand-drawn by one of our artists. Unfortunately, this means we can’t offer full proofs for completed artworks. So, any requested changes after production has commenced cannot be accepted. If we need further detail, or your submitted photo does not meet our minimum requirements, we’ll be in touch with you.

What if I don't like my pawprint?

We’re dedicated to providing high end and high quality prints to our customers. If you aren’t 100% thrilled with your Pawprints purchase, we want to make it right. Simply contact our support team to let us know.

Do you guys just look at pictures of pets all day?

Well, we also package and ship all of your orders as carefully and caringly as possible. Yes though. We do get to admire all your cute pet pics (thanks!).

Shipping

How much is shipping?

We offer free standard shipping to all of our customers based in Australia and New Zealand. Need it fast? We can do express shipping Australia-wide for $10.

How long does it take?

Once your order is placed, you can expect a two to three (2-3) week turnaround time. However, delivery times may vary. As an example, your order may have a slight delay during peak sales periods or holidays. Please also note that if we need to request a new photo of your pet, or we have a requested change, the production and delivery times may be extended.

How is my order dispatched & delivered?

We want you to receive your Pawprint is pawfect condition. So, we’ve given great consideration to how we select our courier drivers and our delivery network. Currently, we ship all orders via the registered courier service best suited to your address. We’ll then retain the tracking details, so we can both monitor the entire delivery process.

What packaging do you use?

We do our very best to maintain sustainable practices through our business — for the betterment of the world. So, we’ve ensured the tissue paper, custom stickers, and postcards are friendly and gentle on the environment. However, our boxes and the materials we need to use to ensure your Pawprint arrives in one piece are not. We’re working on finding an eco-friendly, holistic packaging solution that keeps your Pawprint safe without heavily inflating the price.

Do you ship internationally?

Currently, we only ship within Australia and New Zealand.

Quality Control

What kind of image do I need to submit?

A lovely, clear, portrait-style photo of your pet is best. These usually work best with your pet’s face naturally lit up by the sun, kind of like a Golden Hour selfie. Make sure you have your pet’s entire face within the boundaries of the photo, but as close up as possible. Our artists will draw your pet’s face exactly as your image shows it. So, if only half their face is in the photo, we can only draw half of their face. It’s best to get a lovely, clear photo showing their entire face and with them looking at the camera. Hint: we find a treat behind the camera works best for dogs and a simple “pspspspsps” is the ticket for cats.

Worried your image might not work? We’re happy to take a look! Email your photo through here to us and we’ll let you know.

What is your returns policy?

Your Pawprint is unique and each and every print we produce is custom-created. So, we operate under a ‘No Returns’ policy. We’re dedicated to providing a high quality product though. So, if your Pawprint is defective or not drawn as it was described, we want to make it right. Get in touch with our support team within seven (7) days of delivery and we’ll work with you to make it right.

Special Orders

Can I have more than two pets in my Pawprint?

Just like our furry friends and our Pawprints artworks, our families are unique. So, you may want to include more than two pets in your Pawprint — we can do that! Our team is so happy to accommodate the whole family (of pets that is… Humans are trickier!).

You can submit a Special Order Request or receive a custom order quote by getting in touch with our support@pawprintsby.com

Do you only draw cats and dogs?

You’ll see a lot of cats and dogs featured around our website and socials — this is obviously because these are the most common pets we’re commissioned to draw. A sassy bird, a cheerful cow, or a gorgeous bearded dragon — no matter the species, we’d love to transform them into a special print. Get in touch with our friendly team and share a photo of your pet as well as the details below for a custom quote.

Details we’ll need:

1. A photo or photos of your pets
2. Your preferred framing colour
3. Your preferred hero colour
4. Your pets’ names
5. Anything else

What if I have a particular hero colour in mind?

Just like humans, our pets have colours that suit them best. Our lead model Abby The Maltese for example, thrives with a Powder Blue background. If you have a specific colour in mind, contact us with a description or reference photo of the colour you’d like and we’ll offer some suggestions.

Please note: Your print colour may vary slightly from that on your screen due to variables in the common printing process.