Frequently Asked Questions
Questions about ordering a pet portrait? Find answers below
to the most frequently asked questions.
Pet Portraits
Do you do all animals?
The portrait examples include dogs and cats. For another animal, contact our store with a clear photo so the design can be confirmed before ordering.
Do you send proofs or previews before printing my portrait?
We process your photo and email an artwork preview for your confirmation. Unlimited revision requests are included. Contact support for current timing and the scope of a particular change.
Can I have more than one pet in a portrait?
Yes. Choose a design for the number of pets you want to include. Desktop portraits support one to four pets, with a separate photo and name for each.
Do you create pet memorials?
Explore our Memorial Pet Portrait designs. You can choose the tribute style shown on the product page.
Can I change my order after it's been placed?
Contact our store as soon as possible with your order number and requested change. Changes depend on the stage of production and must be confirmed by the store.
Can I receive the portrait without a name?
Select No Name where this option is offered. Available personalization choices are shown on each product page.
What makes a good photo?
Choose a sharp, well-lit photo with the eyes, face and ears visible. Photograph your pet at eye level, and avoid heavy filters or deep shadows. Use one photo for each pet.
What are the dimensions of your posters and frames?
The selected print size appears on the product page. Desktop portraits offer 5×7 and 8×10 inch prints; other designs have their own size options. Outer frame dimensions depend on the final frame specification.
What are Limited Editions?
These labels identify selected background designs in the configurator. Choose from the backgrounds currently shown for your portrait.
What is a Digital Download?
An optional digital file of your portrait artwork. Where available, it appears in Any Extras and is added as a separate item in the cart.
What is Skip the Line?
The optional priority illustration service appears as Want your order sooner? in the configurator. A production timeline must be confirmed by the store.
Returns
Can I return my pet portrait if I'm unhappy with it?
Contact support@familyandpaw.com with your order number and a description of the issue. For damage, keep photos of the item and packaging. Please contact us before returning an item. Applicable consumer rights are not affected.
Shipping
What are your shipping times?
US Standard delivery takes 5–7 business days and Express delivery takes 3–5 business days after dispatch. Artwork creation and production take additional time. See our Shipping and Delivery page for details. The final delivery estimate is shown at checkout.
What are your shipping charges?
Shipping charges depend on the destination and the store’s configured shipping rules. Review any charges shown at checkout before placing an order.
Am I able to cancel my order after it's been placed?
Contact our store promptly with your order number. Cancellation eligibility depends on the status of your order and the final store policy.
Will all of my items arrive in the same shipment?
Products can require different preparation and shipping arrangements. Contact the store for the shipment details of a particular order.
How do I leave a review?
Only verified customer feedback will be displayed as customer reviews. Contact support if you would like to share feedback about your order.
Contact Us
For help with a photo, design or order, include the product name and the details of your question. If an item arrives damaged, keep the packaging and a clear photograph of the issue.