FAQ
Got questions or concerns? Most of your answers can be found below. If you can’t find what you’re looking for, our support team will be able to help.
Shipping & Delivery Times
How long does it take?
| Stage | Timeframe |
|---|---|
| Artwork preview | 2-3 business days after you order |
| Revisions, if requested | 2-3 business days each |
| Printing & production | 3-7 business days after you approve |
| Shipping within the US | 5-10 business days |
| Typical total | 10-20 business days from order to delivery |
Digital files are emailed as soon as you approve — no production or shipping wait.
Your piece is produced and shipped by our print partners via UPS, FedEx, or USPS depending on your location and item. You’ll get a tracking number as soon as it ships.
During November and December, add 5-7 days — production and carrier delays both increase.
We ship to USA, Canada & Australia. Standard international shipping is 10-14 days during off season/regular times. During the holiday season, international shipping can take 14-24 days.
Depending on what your ordered, your order may arrive in separate deliveries.
Your portrait is sent based on the media/printing options you selected:
Digital File: High resolution file sent via email
Poster & Gallery Canvas: Shipped via UPS, FedEx or USPS
Yes, all orders are shipped with tracking. You will receive a tracking number once your order has shipped.
My Custom Art
Once you approve your artwork we cannot cancel the order. The order is sent straight to one of our vendors for production and cannot be recalled.
As soon as your design is ready our system automatically sends you a notice to check your design. Sometimes the email ends up in spam or gets blocked.
Yes you can. It happens all the time. Please find the link on our website
Revisions to color and likeness are unlimited and free. Fees apply only to change requests — work that requires re-illustrating rather than adjusting.
Revisions
We offer unlimited free revisions to get your artwork right, covering:
- Color changes to eyes, skin, clothing, or hair
- Adjustments to capture likeness — moles, facial hair, piercings, glasses, and similar details
Requests outside this scope are change requests and incur a fee based on the work involved. These include:
- Change of clothing
- Change of body positioning or stance
- Change of design style ($20 per additional style)
- Request to use a different photo
To avoid change request fees, please include every detail you want in the artist notes when you order.
Tell us what’s off and we’ll fix it. Our artists put quality first, but sometimes a detail gets missed. Color and likeness revisions are unlimited and free — see What counts as a revision vs. a change request? for the full scope. Nothing goes to print until you approve it.
Yes, pets, cars & other objects count as a subject. These items do take time to draw and create.
We highly recommend that you upload high-quality images where faces, colors, and textures are visible. This way we will be able to get everything right the first time.
We have a team dedicated to checking photos as orders are placed. If there’s an issue with your photos, 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.
Our digital files are emailed to you in 16″x24″ high resolution (300 dpi) JPG. This size is perfect for printing on any media.
Yes, your order can be upgraded to a Fine Art Print or Gallery Wrapped canvas if you originally purchased a Digital Art File. Please email customer service at [email protected]
Revisions take about 2-3 days to be completed during regular/off season times. You will receive an email once your art is ready for previewing.
During the months of November and December revisions take 5-7 days for completion.
No, you can have multiple photos and our artists will be able to combine them to create your art design.
Returns/Refunds
Yes, in specific cases. You can cancel for a full refund within 24 hours of ordering if artwork hasn’t started. If your order arrives damaged, incorrect, or never arrives, we’ll replace it free or refund you in full.
Because every piece is custom-made from your photo and you approve the artwork before we print it, we don’t accept returns on finished, correctly-produced portraits. If something isn’t right with your art, tell us — we’ll revise it before anything goes to print.
We’re 100% dedicated to ensuring you love your artwork! Let us know and will work with you to make it perfect.
Once your portrait is ready, we’ll notify you via email. You have 3 days to either send us your edit requests, or approve it for printing. If 3 days go by and we don’t hear from you, we’ll consider it approved and will proceed with printing.