FAQ
Pet Portrait
Can I see my artwork before it gets printed?
Yes! We send all customers a free preview of their artwork once it's ready. You can then request edits. We produce once you're happy with your pet art.
Can I put more than one pet on one product?
Most of our products support multi-pets, if you don't see the option, please contact support.
What if I don't like my artwork?
if you don't like your artwork, you can request changes. We'll edit the artwork and send it back to you for another look. We produce once you're happy with your order.
Is my pet photo good enough to use?
We check all pet photos we receive. Usually the photo is perfectly fine. If there's a problem we'll email you and explain the issue, and request some new photos via email.
Photos that work best are taken in good, natural lighting, and at eye-level with your pet.
If you want to double check the photo quality before placing the order, please contact us and send the photos for suggestions.
Custom Pet Aroma Stone
Do you only offer customized pet aroma stones for cats and dogs?
Currently, we can customize pet aroma stones for cats, dogs, and rabbits. Other types of pets are being developed, please follow us on our IG, FB, or website homepage where we will announce new customizable types.
Can all breeds of cats, dogs, and rabbits be customized?
Cats, dogs, and rabbits have many different breeds. We use existing pet‘s models for detail simulation drawing, so not all breeds can be customized.
You can check the breeds can be customized in the customization system.
If your pet is not a common breed and you cannot find a suitable match during in the customization system, please contact us to confirm if it can be customized.
Does the customised product looks exactly same to my pet?
We use existing pet's models for detail simulation drawing, and for details such as head size, weight, even the same breed can have significant differences.
We will try to make the creation similar to the photos you provided by adjusting the color and details, but WE CAN NOT PROMISE THE CREATION LOOKS 100% SAME TO YOUR PHOTOS/PET.
The lighting, angles, and even slight color variations in photos can have an impact on the artist's drawing, if you have very high requirements for details, please be cautious when placing your order.
What kind of photos should I provide for customization?
Clear, authentic photos will help our aroma stone artists create better artwork.
Please take photos in natural light and front-facing lighting without any filters.
It is best to upload the original photos of all parts.
How will Pet Art Space handle it if I am unsure about the quality of the uploaded photos?
We inspect uploaded photos to ensure they meet our standards. The artist will analyze them too.
If they're not clear or high-quality enough, we'll contact you.
What if I only have a front-facing photo of my pet?
If you only have a front-facing photo of your pet, by default, the drawing of other parts except for the front-facing part will be based on the standard form of the selected breed.
Other parts are also not adjustable or modifiable.
Can I confirm my product before it is shipped?
Once the painting is done, a photo of the finished product will be sent to you for confirmation.
If there are any issues or changes that need to be made, feel free to let us know, we will address them.
Our policy allows customers a maximum of 3 days (72 hours) to confirm the finished product.
Once you confirms that the product is satisfactory, we will ship it you!
Payment and Delivery
What payment methods can I use for purchasing?
We accept payment by Visa, Mastercard, American Express cards, Shopify's Shop Pay, Apple Pay, and Google Pay.
Can you ship to anywhere in the world?
Yes, we can ship to anywhere in the world, details can be found in our Shipping Policy.
How long will it take to receive my product after shipping?
Please refer to our Shipping Policy.
Can I track my shipment?
Once your product has been shipped, you will receive a shipping confirmation email with a tracking number for you to track your shipment.
Returns and Refunds
Can I return a product if I am not satisfied with it?
The custom products are not refundable once the production process has begun.
You can request modifications to the product details during confirmation stage before it shipped.
Please note that WE CAN NOT PROMISE THE CREATION LOOKS 100% SAME TO YOUR PHOTOS/PET.
The lighting, angles, and even slight color variations in photos can have an impact on the artist's drawing, if you have very high requirements for details, please be cautious when placing your order.
Under what circumstances will I be eligible for a return and refund?
Please refer to our Return Policy.
Customer Service
How long will it take for me to receive a response from customer service?
Our customer service is available from 9am to 6pm from Mon to Fri.
Our customer service team will respond to your inquiries promptly. If you do not receive an immediate response, please do not worry, as there may be multiple customers requesting assistance at the same time. Our customer service team will reply to your message as soon as possible after serving the previous customer.
How can I contact the customer service?
You can contact us through WhatsApp, Email, IG, Messenger and FB.
For order-related inquiries, we strongly recommend that you communicate with us through email. This will facilitate our record-keeping and archiving of orders, and help expedite the order processing speed.
Please note WhatsApp does not accept phone calls, please leave a message if necessary, and our customer service team will get back to you as soon as possible.