FAQ
Ordering
How does ordering work?
Upload a photo of your dog, pick a style and see your portrait. If you like it, choose a digital file, fine art print, framed print or canvas and check out.
Do I have to pay to see my portrait?
No. You see your portrait before you pay, and you can try other styles and photos as often as you like.
How much does a portrait cost?
Gallery Canvas: from $59. Framed Print: from $75. Fine Art Print: from $35. Digital Portrait: $29.
The price you see is the price you pay: US shipping is free on every order, and the hi-res digital file is included with every print, framed print and canvas. Shipping to Canada is a flat $9.95 per order.
Are there any hidden fees or add-ons?
No. US shipping is free and the high-resolution digital file is included with every physical order. With a print, framed print or canvas you can choose to add a matching matching ornament ($19) or matching mug ($25); nothing is added for you.
Can I change or cancel my order?
Yes, just email us as soon as you can. If your piece hasn't gone to print yet, we'll update or cancel it at no charge. Once it's printed, our returns policy applies.
What payment methods do you accept?
All major credit and debit cards, plus Apple Pay and Google Pay where your device supports them. Payments are processed securely by Stripe; we never see or store your full card number.
Can I put more than one dog in a portrait?
Right now each portrait features one dog, which is how we get the likeness right. For two or more dogs, a matching set in the same style and size looks lovely hung side by side.
Can you add my dog's name to the portrait?
Yes. When you create your portrait you can choose to have your dog's name lettered on it, or leave it without.
Photos
What kind of photo works best?
A sharp, close-up photo taken at your dog's eye level, in soft natural light, with both eyes and ears in the frame. A phone photo is perfect.
Can I use an old, blurry or low-resolution photo?
Usually, yes. Older and slightly blurry photos often work better than you'd expect, so try it and see. If you'd like a second opinion on which photo to use, email us and we'll help.
Can I make a portrait of a dog who has passed away?
Yes. Any photo you treasure is a good place to start, and you'll see the portrait before you pay anything. If you're unsure which photo to use, email us and we'll gladly help.
What file types can I upload?
JPG, PNG, WebP and HEIC (the default on iPhone). Photos straight from your camera roll are ideal, and large photos are fine: we resize them on your device before uploading.
Can you change my dog's pose or background?
Each style creates its own setting, so the background is part of the art. Your dog's pose comes from your photo, so if you'd like a different pose, try a different photo.
Do you do cats or other pets?
Not yet. We're dog people through and through, and focusing on dogs lets us get every breed's details right.
Styles & art
How is the art made?
Our AI artist creates your portrait from your photo in the style you choose, and our team finishes it. You see the art before you pay.
Is it hand-painted?
No. Your portrait is created digitally by our AI artist and printed with archival pigment inks. It's designed to look like a painting or drawing.
Will it actually look like my dog?
Our styles are built to keep your dog's face shape, markings, eye color and ears. You see the portrait before paying, so you can judge for yourself.
How many styles are there, and can I try more than one?
There are 7 styles right now: Modern, Modern Sage, Watercolor, Line Drawing, Pastel, Oil and Charcoal. You can try as many as you like with your photo.
What if I don't love the preview?
Generate it again, or try another style or a different photo. It costs nothing.
Can I ask for small changes?
If something small is off, like a marking or eye color, try regenerating first; each version is a little different. If you're still not happy, email us and we'll help.
Printing & products
What can I order?
Gallery Canvas: from $59. Framed Print: from $75. Fine Art Print: from $35. Digital Portrait: $29. Every physical piece comes with the hi-res digital file at no extra cost.
What sizes are available?
Gallery Canvas: 8×10", 12×16", 16×20", 18×24" and 24×36". Framed Print: 8×10", 12×16", 16×20", 18×24" and 24×36". Fine Art Print: 8×10", 12×16", 18×24" and 24×36".
What paper and inks do you use?
Archival, acid-free matte paper (enhanced matte, 189gsm). Fade-resistant pigment inks.
What are the frames like?
Solid wood frame in black, white or natural oak. Shatter-resistant acrylic glazing and hanging hardware included. Framed prints arrive ready to hang.
What's the canvas like?
Poly-cotton canvas, hand-stretched over a solid wood stretcher bar. Image wraps the edges for a finished gallery look. Arrives ready to hang, hardware included.
Is the digital file really included?
Yes. Every print, framed print and canvas includes the high-resolution, unwatermarked digital file, delivered by email. Share it, post it, make it your lock screen.
Shipping & delivery
Where do you ship?
We ship to the US and Canada. Digital files are delivered by email anywhere.
How long will it take?
Estimated production plus delivery times in the US: Gallery Canvas: 5–9 business days. Framed Print: 5–9 business days. Fine Art Print: 4–8 business days. Digital files arrive by email right after checkout. Canadian orders usually take a few extra business days.
How much is shipping?
US shipping is free on every order, with no minimum. Shipping to Canada is a flat $9.95 per order. Digital files are always free to deliver.
How do I track my order?
We email you a tracking link as soon as your order ships. You can also check its status any time on our order tracking page.
When should I order for Christmas?
For standard US delivery before Christmas, we recommend ordering physical pieces by December 10 (December 5 for Canada). That's guidance, not a promise, since carriers get busy in December.
Returns
What if I don't love my printed piece?
Tell us within 30 days of delivery and we'll remake it or refund you in full.
What if the person I give it to would prefer a different style?
They can ask for a different style within 30 days of delivery and we'll remake it at no charge. They (or you) just write to us; no receipt or return needed.
My order arrived damaged. What now?
Email us a photo of the damage and we'll send a replacement at no charge.
Custom items are usually final sale. Is that true here?
No. The same returns policy applies to every piece, and there are no restocking fees.
Do I need to send the piece back?
Usually not. For damaged or defective pieces a photo is all we need. If we ever do need something back, we'll cover the return shipping.
Gifts & gift cards
Can I ship the portrait straight to the recipient?
Yes. Just enter their address at checkout.
How do I get a photo of their dog without spoiling the surprise?
A clear photo from their Instagram or a group chat usually works well. You see the portrait before you buy.
Do you sell gift cards?
Digital gift cards are coming soon, so the recipient can choose their own photo and style. Join the list on our gift card page and we'll let you know the moment they're ready.
Privacy
What do you do with my photos?
We use your photos only to make your portrait and fulfill your order. We never sell them. We don't use your photos or portraits in our marketing unless you give us permission.
Can I ask you to delete my photos?
Yes. Email hello@pupprints.shop and we'll delete your photos and previews from our systems.
Write to us
- hello@pupprints.shop
- Reply time
- One business day