FAQs
Ordering & Shipping
What makes a good photo for a pet portrait?
For the best results, we recommend a high-resolution, clear, close-up shot of your pet's face, taken in bright, natural light. Please avoid blurry, dark, or pixelated images, or photos where your pet is very far away. The more detail we can see in their eyes and fur, the better!
Can I have more clarification on the frame size quoted in the product variation?
When we list a "frame size," we are referring to the inner dimensions of the frame, that is the exact size of the aperture (the window) through which you view your portrait. The frame's total outer dimensions will be slightly larger than the listed size to account for the width of the frame moulding.
What happens after I place my order? Will I see the portrait before it ships?
See How it Works.
What if I have a special request? Or I prefer something different from your product catalog, for example, a larger size of portrait, can you provide me with a quote?
We always try our best to accommodate special requests, please send us your requirements by using the contact form. We will reply you as soon as we can!
How long will it take to receive my pet's portrait?
After placing your order, the portrait could take a few weeks to arrive to your door. See How it Works.
The creation time is around 2-3 weeks for acrylic portraits, and around 4-6 weeks for wool felt portraits.
The delivery time varies depending on your address. Hong Kong deliveries could take up to 2-3 working days and international shipments could take 1-2 weeks.
Note that these timeframes are based on our standard creation time and economical delivery option. If you prefer a shorter creation time and faster delivery, we do have a RUSH option for you, please contact us. for the additional fees.
International shipments: who is responsible for paying import duties or tariffs?
Paws and Panels is not responsible for import duties or tariffs. While the recipient is responsible for any import duties, most countries classify handmade portraits as duty-free. We recommend checking your local customs regulations for confirmation.
Returns & Refunds
What is your return policy?
Because each portrait is a custom, one-of-a-kind piece of art made specifically for you and your pet, we do not accept returns or offer exchanges for change of mind. Our preview process is designed to ensure your complete satisfaction before your portrait ever leaves our studio.
What if I don't like the portrait when it arrives?
Our preview and revision process is designed to prevent this. By giving you the opportunity to review and request changes before we ship, we ensure the final product is something you will cherish. Therefore, we cannot offer refunds.
Can I change my mind or cancel my order?
You may request to cancel your order within 24 hours of placing it. If our artist has not yet begun the creation process, we will issue a full refund. Please contact us as soon as possible.
If work on your portrait has already commenced, your cancellation request will be evaluated on a case-by-case basis. Provided the portrait has not been shipped, a cancellation may result in a partial refund of up to 50% to cover materials and the artist's time invested.
In the unlikely event, after the preview and revision process you are still dissatisfied with your portrait, as long as your portrait has not been shipped, we will issue a partial refund of up to 50% to cover materials and the artist's time invested.
What if my portrait arrives damaged?
We are so sorry if this happens! Please contact us immediately within 24 hours of delivery. Include photos of the damaged artwork and its packaging. We will work with you to resolve the issue promptly, which may include creating a replacement, repairing it or issuing a refund.