Frequently Asked Questions
Below are some common concerns and questions [email protected]
As soon as you place your order, a unique easy-to-use order profile is made in our proprietary software.
This order profile will contain your order details, a customer service chat box, a place to upload multiple photos, and a place to review your art.
If you need help accessing your order profile, please Contact Us.
You can access our Order Center here.
No worries, you can still place your order to hold your place in our art queue, and upload multiple photos when you're ready directly in your profile that's made when you place your order?
You can also send us your photos via email if you need some help deciding
Send us puppy photos!
Great art takes time. On average our art takes our artist around 3-5 business days. By purchasing our Skip the line option, you will jump to the front of the line where our average art turn around time is just 1-2 business days.
Our Skip the line team is a team of dedicated artists on standby for all orders that include this feature.
Please note that this does not change your shipping speed, just the speed in which your artwork is completed.
If you think you purchased the skip the line option in excess or would like to add it to your order, please contact us
First, we're sorry about that. We do quality check our work, but we are human, and accidents do happen.
Just take a photo of the damage and send it to us. We will assess and get you a replacement item immediately.
Please note, sales are still final and we will only offer a replacement product in the same size, color, and type.
Yes, we do, but there are some restrictions on some of our products like our mousepads, coasters, puzzles, spiral notebooks, and 48 x 60 canvas, are only available in the USA.
If you are an international customer, and are attempting to make a purchase and cannot select your shipping option or country, please contact us.
At this time, we do not offer customer support by phone.
We understand that this may be frustrating, and we do hope to implement a phone service option in the future.
Please consider emailing us us or reaching out through our live chat feature, if it is available.
Sure can! Just select the quantity of pets on the product page, upload your photos, and add to cart!
Please note, if you only see 1 pet quantity, it's because due to the size of the product, we do not accept multiple pets on the product.
Most of the time! Based on the products size and shape we offer anywhere from 1-3+ pets on every product. Our product page will advise how many pets we allow.
We will always compose our art in a portrait layout by default. However, if you would like your art to include the full body of your pet, just ask and your artist will compose your art with the full body as long as it's possible based on the product type.
Please keep in mind, we've been doing this for a long time, we know when something will look good or not so good, smaller products may not accommodate full body portraits, so if your artist advises against a full body portrait, please know it's not because we don't want to. We understand it's your favorite photo, but our priority is always to provide a quality product, and that begins with the integrity of the art.
Our refund policy is pretty straightforward, as long as you have NOT approved your artwork for print, we guarantee a full refund within 30 days of your purchase.
If you have not approved of your art and 30 days has passed, meaning your order is either waiting for your approval OR we're waiting on a new photo to complete your order, we will issue a store credit.
This is our policy, and cannot be adjusted.
Unfortunately, at this time your order has been advanced to our printing department as soon as you approved your order. No changes to any part of your order, including but not limited to size changes, color changes, address changes, or order cancellations can be made.
We're sorry if your art was approved accidentally, but due to the nature of our custom products this is our policy and why we implement a 2 stage approval process.
In the event that this type of scenario does occur, please contact us as soon as possible and we will do everything we can to pause the production of your order to make whatever adjustments are desired.
It happens, packages get lost. If your tracking number has not updated in 4+ days and you suspect it to be "stuck" in transit, please contact us and we will investigate.
We will contact our shipping partners and based on their assessment we will either reprint and ship a new item or give it a few more days to see if the package magically "appears". We understand this may not be ideal, especially for time sensitive orders, but there is only so much we can do. Thank you for understanding.
Please note, that reprinted orders are still made to order and do go through our production process which can take 1-3 business days.
It's easy, just upload your first photo using the button on the product page, and in the same window use the menu on the left to add more.
Keep in mind you can add more photos to your profile after your order is placed.
We do have 2 skip the line options, one option that is offered at checkout, this option is applied to your entire order and one option that is offered per product and offered on each product page.
If you accidentally ordered both, please contact us and we will refund you accordingly.
We will create a portrait for any animal no matter the kind. So far we're created unique masterpieces for dogs, cats, birds, horses, pigs, hedgehogs, and even a pet eggplant! Our artists are incredibly talented and can work with any animal on Earth. Even people
We sure do! You don't have to go anywhere else, just simply upload a photo of your favorite person (or yourself) and we'll let a specialist on our team handle your art.
Chances are, yes.
We have a team dedicated to checking photos as orders are placed. If there's an issue with your photo, we'll let you know very quickly via email.
If we do need a new photo from you, this may lengthen your delivery time by a few days.
And remember, you get to approve of your artwork before we print it.
Don't worry about anything in your photo, we will only include the main subjects based on your art type and subject amount selection.
Messy rooms, kids, family photos, toys, we have seen it all!
Our artwork is digitally made using real proprietary painting techniques developed over almost a decade of pet painting experience.
Yup! As long as you haven't approved of your art, you can change whatever you'd like!
You sure will! All of our custom pet art is only printed when you have reviewed and approved of your artwork.
Our #1 priority is that you love you art, that's why only at Pop Your Pup do all custom portraits come with a love your art guarantee. If you don't love your art before it's printed, we will work on it until you do or refund your full order.
Please note that once your art is approved all sales are final.
It all depends on the art style you chose.
All pop art and pop chic backgrounds are selected after checkout in your order profile, while all pet icon royal pet art costumes are selected before you complete your purchase.
You can see your art on as many backgrounds or costumes as you'd like.
We can certainly remove just about anything that is unwanted from your art. However, adding objects that are not included in the photo your submit is unfortunately not something our design studio does at this time.
Unfortunately, at this time we cannot change the background or scene of the costume you select.
If you have a dark dog, we recommend choosing a costume that is on a lighter background.
Just wait :) our manufacturing and production processing happens at several different printing facilities, this can mean that your order, if containing multiple items, can come from different locations resulting in out-of-sync delivery dates.
If you have any concerns, just reach out to us and we will assist the best way possible. Contact Us
Unfortunately, It happens and is relatively out of our control, just give us a shout and we'll track your package directly through our fulfillment partner.
We do have a strict but what we think is fair policy regarding our apparel due to the customize nature of the product.
We do not accept returns or exchanges on our apparel, however we do offer a reprint option where you can order a size +/- the size ordered. Please contact uss to go over your options.
Depending on what you ordered, your order may arrive in separate parcels.
Edits typically take 12-24 hours, but based on the time of the year can take upwards of 36 hours (Christmas season).
If you feel as tho your art or edits is taking too long, please Contact Us.
Yay! We're excited you wanted to keep your art forever and hope you want to use it again and again!
Your digital file will be ready for download directly in your order profile when you review and approve your artwork.
If you ordered the digital file and cannot download it, please Contact Us.
We understand that you may be shopping for someone else, but at this time we cannot include personal notes in or gift wrapping. But don't worry, they'll be so thrilled with their new custom goodies they won't care what you had to say anyways :P
Unfortunately, customs and tax policies vary from country to country. We cover all costs within the USA, but any applied feeds, taxes, or duties implemented by your country are the responsibility of the recipient.
If you have any questions regarding this, please Contact Us.
Woo! Double the fun! To keep the ball rolling, we ship out orders as they're ready, so our non custom products print and ship the same day they're ordered, where our custom products go through out art creation which includes the approval process by the customer.
Unable to find the answer to your questions? Contact Support