FAQs
Photos
What size should my photo be?
We offer the following sizes:
- 9" x 12" / 23 x 30 cm (Vertical)
- 12″ x 16″ / 30 x 41 cm (Vertical)
- 18″ x 24″ / 46 x 61 cm (Vertical)
- 24" x 32" / 61 x 81 cm (Vertical)
- 30" x 40" / 76 x 101 cm (Vertical)
- 12" x 9" / 30 x 23 cm (Horizontal)
- 16″ x 12″ / 41 x 30 cm (Horizontal)
- 24″ x 18″ / 61 x 46 cm (Horizontal)
- 32" x 24" / 81 x 61 cm (Horizontal)
- 40" x 30" / 101 x 76 cm (Horizontal)
- 14" x 14" / 36 x 36 cm (Square)
- 24″ x 24″ / 61 x 61 cm (Square)
- 32" x 32" / 81 x 81 cm (Square)
Do you do portraits of fish, hamsters, horses, etc.?
Absolutely! If it’s a pet, we can make a pet portrait.
What types of payment do you accept?
At this time, we accept all major credit cards, including Visa, Mastercard, American Express, and Discover. We are also happy to accept payments through PayPal, Apple Pay, or Google Pay.
Can I get my pet’s full body portrait?
Of course! We just ask that you send us a high-quality full body photo. Full body portraits will incur an extra US$15 cost.
Do you do portraits of humans?
Unfortunately not. We want to focus on giving you the best quality pet portrait and memento as possible, so we are limited to animals.
Can my photo have something in the background?
Yes. It doesn’t matter if there are other objects in the background of your photo, as long as your pet’s head/face can be clearly seen.
What kind of paper do you use?
We use an acid and lignin free paper called Enhanced Matte Art (EMA) substrate. It is perfect for detailed photography or pet portrait illustrations, as it shows texture and detail well.
Our advanced Artificial Intelligence design technology allows us to portray the smallest details accurately at reduced cost, so this museum-grade paper is the perfect fit.
What is your printing process like?
Our skilled artists use exclusively use only UV pigment-based inks, which ensures that your pet’s portrait will look exactly like its photo. These UV inks can protect your portrait’s quality for up to 100 years, since they do not fade or degrade.
What frames do your portraits use?
Our portraits use wood frames with a high-quality satin finish and plexiglass frame cover to protect your portrait from dust and UV glare.
Each frame is hand-cut by one of our artists with a traditional Morsø guillotine with glass and Perspex. Portraits are delivered ready to hang on a wall—no assembly required!
Will I get to review my pet’s portrait before it ships?
Yep! We send an electronic copy of the final portrait to each of our customers before it goes through the shipping process. Additionally, all portraits are quality checked by our team before being finalized. If you have a question about any part of this process, please let us know!
I want to change my order, but it has already been placed. What do I do?
Send us a message at hi@pup.art If our artists have not yet started to work on your pet’s portrait, we can accommodate changes in color/style/etc. If we are further along in the design process, changes will be discussed on a case-by-case basis.
What is AI Design Technology? Is my order reviewed by a human?
AI Design Technology is a new, state-of-the-art painting technique that uses computer information to make your pet look as realistic as possible. We pair this with input from our highly-trained designers, who put the finishing touches on each portrait. So you get the best of both worlds: high tech with a personal touch!
Is it okay if my photo has more than one pet?
Yep! We even offer packages for 2, 3-Pet and more pet artworks.
I don’t want my pet’s name on the portrait. Can you remove it?
Yes, we can easily create a portrait without your pet’s name.
Can I choose the background color and font?
Yes! See our color and font selections at this link.
Will my furbaby’s portrait be framed?
We offer several framing options, including the highest quality wood and acrylic materials. Each frame has a satin plexiglass finish and comes in a variety of square or rectangular shapes.
Can I email in a photo to be used in a Pup.Art?
Yes, please email us at hi@pup.art. You can also contact us if you can’t upload it to the website.
Do you offer gift cards?
Yes, we have gift cards for a variety of products, including mugs, pillows, sweaters, and more. If you would like to customize a gift card, please email us at hi@pup.art.
Do you have other products besides just portraits?
Yes, we offer a gift selection including mugs, pillows, sweaters, and phone cases. If you would like a particular item not listed on our website, please contact us here.
Can I leave a review?
Yes, we encourage customer feedback! Once your order has been delivered, we will automatically reach out to you to see how the process went. To leave a review, simply email or contact us at our Contact page or send in comments or photos related to your order.
Do you offer pet memorials?
We would be deeply honored to help with your pet’s memorial. Just upload a photo of your pet and we can help create the perfect memory to honor your pet forever.
Shipping
Shipping speed depends on location and whether or not you opted for expedited shipping. Most orders arrive within 2-10 days. Orders with expedited shipping will arrive faster.
Shipping costs will display at the checkout depending on your location.
Yes! Just mark the “Expedited Shipping” box on the order page when you check out.
Yes, we will email you a tracking number as soon as your order is processed and one becomes available. If you do not receive a tracking number, please let us know.
We offer international shipping to many countries outside of US and Australia. If you have a question about where we ship, please contact us!
Returns/Refunds
If we have not yet started working on your order, we will provide you with a full refund or store credit on our discretion. However, since our pet art is custom-made and personalized for each pet, we are unable to offer refunds on orders that have already been completed.
Please let us know which photo you want to use as soon as possible, since our designers will have to adjust for the new photo in your portrait. Changing a photo once the design process has begun will involve a photo change fee.
We package all portraits with care using the highest quality shipping materials. Each portrait is hand wrapped in a protective sleeve with corner guards, and placed in a virtually indestructible cardboard box. That being said, if damage does occur, please contact us immediately - we will send a replacement product at no charge.
Please inspect your order upon receipt and contact us within 24 hours if the item is defective, damaged or if you receive the wrong item.