Frequently Asked Questions (FAQ)

PORTRAITS:
What photo makes for the best portrait?
Please follow the below pet photo guidelines to optimise the pet portrait vector art detail:
1. Take the photo in a brightly lit area with no shadows.
2. Take the photo head on and close up at the pet’s eye level capturing its whole face and chest, with it looking at the camera.
3. Use a high quality camera or smartphone to help highlight your pet’s true colour.

Please review our Photo Guidelines Page for more information and dos and don'ts photo examples.


Does it matter if my photo has things in the background?
In short, no the background can be cropped out by our graphic designers. What matters most is taking a photo of your pet that aligns with our Photo Guidelines Page.

Do you do portraits other than cats and dogs?
Yes, our artists provide portraits for all types of pets. From bunnies to birds to horses, if it's an animal we can create a portrait for it.

Is it possible to get a full body portrait done of my pet(s)?
Yes, although the website sample images and pricing is based on the traditional half pet portrait, if our customers specifically want a full body artwork done of their pet we can facilitate. A fee of $10 pet pet applied to full body portraits.

What paper do you use?
Our Enhanced Matte Art (EMA) substrate is a premium-quality heavyweight paper with a gently textured surface. This museum-quality paper is extremely consistent and works perfectly with large, full colour graphics, photography and pet portrait illustrations.

Sourced exclusively from Hahnemühle, the world’s most famous papermaker and supplied directly to all partner labs, our fine art paper provides exceptional tonality and renders sharp details with a consistent flatness.

All paper is acid and lignin free, making it highly resistant to ageing and ensuring it will not yellow with age respectively. Our paper is independently tested to be light resistant and comes with a 100 year colour guarantee.


What printing process is used?
Our Australian partners exclusively use original and official UV (pigment based) inks ensuring each print faithfully reproduces the tone, temperature and colour of your original pet photo. UV inks contain enhanced light stabilisers which offer superior durability to dye-based inks and protect the vibrancy of your prints for over 100 years in ideal conditions. All prints are produced to the same exacting standards, using the same high-quality processes and materials.

What frames do you use?
Our picture frames are created from high-quality wood, milled with clean lines and presented with a satin finish. The frames have a square, modern profile which works well in both traditional and contemporary environments. Each frame comes with acrylic plexiglass providing increased UV protection, and is extremely robust and helps reduce glare.

Each framed print is individually handmade by our specialist picture framer partners. Frames are cut using a traditional Morsø guillotine with glass and perspex handled safely by hand. All framed prints are delivered ready for hanging directly on your walls.


Can I preview the custom portrait before it's shipped?
Yes, customers who opt for the digital copy of their artwork (currently included FREE with every Fine-Art Print purchase), revisions and pre-approval before printing is provided. In addition, to help with a rapid turnaround, from placing your order to receiving the finished pet portrait, our quality assurance team checks and makes revisions on your behalf to ensure your portrait aligns with our premium quality standards. Please be sure to follow our Photo Guidelines Page for optimal results.


Can I have more than one pet in the portrait?
Yes, we have Two-Pet and Three-Pet portrait options also available.

Do you do human portraits too?
No, we deliberately hire artists that specialise and have experience in pet portraits for superior quality pet art.

Can I change my order once it has been placed?
Yes, if our artists have not yet started work on your pet portrait we will accommodate changes to your chosen pet photo, background or frame colour, and font type. After that time it is at our discretion whether changes are possible.

Can I exclude the pet’s name from the portrait?
Yes, if you prefer the portrait without your pet’s name we can accommodate your needs.

What size prints do you provide?
We provide a range of print sizes to ensure you can select the right size to suit your needs while also maintaining optimal image quality and detail.

The available print sizes are as follows:

One-Pet & Two-Pet Portraits:
* 21.0 x 29.7 cm (8.3 x 11.7 inch) A4
* 29.7 x 42.0 cm (11.7 x 16.5 inch) A3
* 42.0 x 59.4 cm (16.5 x 23.4 inch) A2
* 59.4 x 84.1 cm (23.4 x 33.1 inch) A1

Three-Pet Portraits:
A 2w x 1h print dimension has been chosen specifically to ensure your pets are not crammed together like other products in the market, and meet our quality standards:
* 25.0 x 50.0 cm (10 x 20 inch)
* 40.0 x 80.0 cm (16 x 32 inch)
* 50.0 x 100.0 cm (20 x 40 inch)

Do you provide framing?
Yes, we use Australian locally manufactured premium frame moulding in white, black, and natural (wood) finish options. All frames come with Acrylic Plexiglass which provides increased UV protection and less glare than float glass.

Am I able to choose the background colour and font type on my pet portrait?
We provide four standard pet portrait background colour options, Off-White and Charcoal, with or without Gold-trim. We also provide a San Serif style font for your pets name. These have been carefully selected to ensure your final piece of art is a customised masterpiece.

Additionally, as we truly want to provide all customers with the perfect portrait that matches your room or pet’s personality, please get in touch with us if you have a special request at support@designerpetportraits.com.au. Be mindful that the background colour should complement and not clash with your pet’s colour for the best result.

Can I email in a photo instead?
Yes, please email us directly through our Contact Us Page with your preferred photo if you are having trouble uploading it on our website. Alternatively, you can also reach us at support@designerpetportraits.com.au

Do you do gift cards?
Yes, we offer numerous gift cards that cover our whole range of products. Please visit our Gift Card Page for more information.

If you would like to cover a specific product as a gift in full, please visit our Contact Us Page and let us know so we can customise the Gift Card value to suit your needs.


How do I provide a review?
All of our customers’ feedback is extremely important to us as it helps us continue to meet their needs. When we receive confirmation from our delivery partner that a customer's order has been delivered we will proactively reach out and ask for insights into their overall experience and satisfaction. Writing reviews and attaching a photo of your pet next to their portrait are how many of our customers get to show off their happy pets and own satisfaction with their portrait.

What payment methods do you accept?
We accept PayPal, Visa, MasterCard, American Express, Apple Pay, Google Pay, and Shop Pay methods of payment. Additionally, Afterpay, ZipPay, and AliPay will be available shortly.

Do you offer other pet portrait products outside prints?
Yes, we provide not only Fine Art Prints but also Premium Frames with Acrylic Plexiglass. Due to demand we have also included phone cases and the digital copy. Additionally, mugs, iPad cases and canvases are planned to be added to our product range due shortly. Please feel free to let us know if there are certain products you would like to see added to our collection by emailing us directly through our Contact Us Page.

Is my art designed by a human artist and uniquely customised to my pet?
Yes, all of our premium pet portraits are designed by a human artist and are uniquely customised to your pet. Our talented artists use a wide range of photo editing and retouching techniques, and complicated digital and sometimes even freehand blending and brush stroke processes to turn your original pet photo into a true pet portrait masterpiece.

Do you also provide pet memorials?
Designer Pet Portraits are truly honoured to commemorate your pets through a memorial. Pick out that special photo of your passed pet, and we will do our utmost to provide you with the perfect portrait and a lasting memory.

SHIPPING:
When will my order arrive?
We take pride in using Australia Post shipping for our pet portrait deliveries around the country. This means fast delivery and tracking so you know exactly where your order is. Dependent on where you live in Australia, and whether you choose standard or express shipping, Australia Post’s estimated shipping times are between 1-5 business days from when your pet portrait is in transit.

Will all of my orders arrive at the same time?
Our goal is to deliver all of your ordered items at the same time. However, occasionally with multi-product orders some items are completed earlier than others and they get shipped as soon as possible, so you get your items fast.

What is the cost of shipping?
All orders are only $9.95 nation-wide for delivery.

Do you provide express shipping?
Yes, Express Post is a value added option for our customers on the majority of our products. We offer it for only $5 above the standard delivery cost for customers that are on a deadline when buying gifts etc.

Do I get a tracking number?
Yes, all shipping is tracked by our shipping partner. Automated updates will be provided through our system of when the item is shipped. Additionally, you are able to search Australia Post to check the status of your shipment at AusPost Tracking.

Do we do shipping outside Australia?
At present, Designer Pet Portraits only delivers within Australia to ensure that local suppliers and delivery partners are used for fast shipment and quality assurance. However, we will be launching a US and UK site very soon.

RETURNS:
What is your refund policy?
As long as our design team has not commenced work on your order, a store credit or refund may be granted at our discretion. However, as our premium prints are custom-made and personalised for your unique pet, we do not offer refunds or returns once your order is received.

What if I find a better photo of my pet after the artwork has been completed from the initially submitted pet photo?
Although our team of artists need to start the design work from scratch using the new photo, instead of the regular $49 digital design price per pet we have significantly reduced this to a $10 fee per pet for redesigns.

What should I do if my item arrives damaged?
We use unrivalled packaging standards to ensure our pet portrait products arrive in perfect condition. Protective sleeves, corner guards and heavy-duty cardboard boxes minimise the risk of breakages or transit damage. On the rare occasions where incidents do occur we strive to ensure collection and replacement are organised immediately and shipped on a priority service without any fuss. 

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.

What if I am not satisfied with my portrait?
Customer satisfaction is our top priority. Please reach out directly through our Contact Us Page or by emailing support@designerpetportraits.com.au and we will do our utmost to rectify the situation.