1. ORDERING

1.1 Do i need to create an account to shop with you?

No, you don’t need to. You can make a purchase and check out as a guest every time. By setting up an account with us however, it will allow you to order without having to enter your details every time you shop with us.

1.2 How do I /create an account?

An account can be set up during your first order by ticking the ‘create an account’ box during checkout.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via Paypal and all major credit and debit cards such as Mastercard, VISA and American Express.

1.6 Can I amend and cancel my order?

Unfortunately we are unable to cancel an order once it has been placed. This will allow us to pack your orders efficiently and to minimize errors. It is advisable to check your order before placing it.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

 

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays using Sydney, Australia time. When an order is processed this indicates that the artist has received your order, and is ready to begin drawing!

The time frame from processing your order to shipping your order is within 8 business days. As each product is hand-drawn, we want to ensure that your product is incredible before sending it to you. Once the order has been dispatched you will be notified via email that your order is complete, and be provided a tracking number if applicable.

In periods of high demand there may be slight delays to this time frame.

2.2 How long does shipping take?

Parcel post delivery time frame is approximately 5 working days and the Express post is approximately 3 working days from the time of placing your order.

2.3 How can I track my delivery?

Once the order has been dispatched, an email confirmation will be sent to you with the tracking number. You may check and track the delivery status of your orders with the delivery partner.

2.4 What are the shipping charges?

Shipping charges are based off specifically sized shipping classes for each product. Where possible we ship using Australia post prepaid satchels appropriately sized to fit. Each satchel will fit 1x quantity of each product and shipping is calculated accordingly for multiple orders. Shipping is a flat rate by size across Australia.

A5 = Express Post Satchel (small) = $13.00 | Parcel Post Satchel (small) = $10.00

A4 = Express Post Satchel (large) = $20.00 | Parcel Post Satchel (large) = $16.00

A3 = Express Post Satchel (extra large) = $26.00 | Parcel Post Satchel (extra large) = $19.00

For bulk orders (more than 3 products at one time), please email us at [email protected] and we can try to organise a streamlined shipping option for your order.

2.5 Do you ship internationally

Unfortunately, at this time we are unable to provide shipping outside of Australia

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at [email protected] with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team at [email protected] and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at  [email protected] if you have not received your parcel after 10 working days of receiving notification that your order has been shipped and we will assist you accordingly

2.11 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You may check the status of your parcel via “Track your order” at to find out why it might have been delayed. Alternatively, you may drop us an email at [email protected] and we will assist you further.

3. PRODUCT

3.1 Which materials are used

We use a 300gsm high quality, fine art paper with professional coloured pencils and acrylic. We also use a varnish matte spray to protect painted products making it last longer and provide an awesome finish.

3.2 Can i have more than one pet in my artwork?

Yes! We can include up to two pets per artwork. You will need to order it in A3 size however so we can fit both of your pals into the picture.

3.3 Do you provide framing?

Yes, every order will ask you which frame you’d like. We have three different styles.

3.4 What if i don’t have a dog?

No problem at all, we can draw most species of pets!

3.5 Can i email you a photo instead?

If you are having trouble with our image upload form, please feel free to email us directly at [email protected] with your preferred photo. If your photo isn’t good enough quality, we may contact you via email or phone and ask for you to provide a photo directly to us by email.

3.6 Can i add my pets name or any other detail?

Absolutely, You can write to us with any special instructions such as to add the name of your pet.

3.7 what is your refund policy?

We do not offer returns or refunds on any portraits as each piece of artwork is personalized specifically for your pet.

3.8 Something else?

For any other enquiries feel free to shoot us an email at [email protected] and we will do our best to help you!