Terms of service

These terms are an agreement between you and Pup Prints (“we”, “us”) about using our website and buying our products. By using the site or placing an order, you agree to them. We've tried to keep them short and readable. If anything is unclear, email hello@pupprints.shop.

Our privacy policy explains how we handle your information and is part of these terms.

You must be at least 18 years old, or have a parent or guardian's permission, to place an order. We currently ship physical products to the United States and Canada. Digital files can be delivered anywhere.

Previews are free. Your portrait is created from your photo by our AI artist, in the style you choose. Because each portrait is generated, every version is a little different; you can regenerate or try other styles before you buy.

Portraits are digital artworks designed to look like paintings and drawings. They are not painted by hand.

Colors can look slightly different on paper or canvas than on a backlit screen. That's normal and not a defect, though if you're unhappy with how your piece looks, our returns policy still applies.

• Prices are in US dollars and are shown before you pay. US shipping is included in our prices.
• Shipping to Canada is a flat $9.95 per order, shown at checkout. Any applicable sales tax is also shown at checkout.
• Payments are processed securely by Stripe. Your order is confirmed when payment succeeds and we email a confirmation.
• Optional extras are never pre-selected. Promo codes can't be exchanged for cash and, unless stated otherwise, only one code can be used per order.
• If we make an obvious mistake (for example, a wrong price) or can't fulfill an order, we'll tell you and give you a full refund.

Every piece is made just for you after you order. If you need to change or cancel an order, email us as soon as possible. If it hasn't gone to print, we'll change or cancel it at no charge. Once printed, it's covered by the returns policy below. Being custom never takes away your rights under that policy.

Delivery times shown on our site are estimates, not guarantees, and holiday order-by dates are guidance. We email tracking when your order ships. If a package is lost or arrives damaged, we'll replace or refund it as described under returns below. Please make sure your shipping address is correct; if an order is returned because of an incorrect address, we'll work with you to reship it. See our shipping page for details.

• Not happy with your printed piece? Tell us within 30 days of delivery and we'll remake it free or refund you in full. You choose.
• Bought it as a gift? The person you give it to can ask for a different style within 30 days of delivery, and we'll remake it free. They or you can ask by email; no receipt or return is needed.
• Damaged, defective or wrong item? Send us a photo and we'll send a free replacement. You don't need to send the damaged piece back.
• Lost in the mail? If tracking shows it never arrived, we'll replace it or refund you.
• Problem with a digital file? We'll fix it or refund you.

Refunds go back to your original payment method. If we ever need a piece returned, we'll cover the return shipping. We ask only that claims are made honestly and in good faith. Read more on our returns page.

You keep all rights to the photos you upload. You give us permission to use them only to create your previews and portrait, fulfill and support your order, and keep our service secure. We won't use your photo or portrait in our marketing unless you give us separate permission.

You confirm that you took the photo or have the right to use it, and that it doesn't infringe anyone else's rights.

When you buy a portrait, we give you a permanent, personal-use license to the artwork. That means you can:

• Hang it, print it for yourself, and give prints to friends and family.
• Share it on social media, use it as a wallpaper or profile picture, and make personal holiday cards.

You can't sell the portrait or products made with it, or use it for commercial purposes (such as advertising or merchandise for sale), without our written permission. Our styles, website, designs and brand remain ours.

Please don't:

• Upload photos you don't have the right to use, or images that are illegal, hateful, violent or sexual.
• Upload photos of people for the purpose of making portraits of them. Our service is for dogs.
• Ask for trademarked characters, logos or other people's artwork.
• Use bots or scripts to generate previews, try to get around our usage limits, or interfere with the site.

We may decline or cancel requests that break these rules, with a full refund for any paid order.

After you order, you get a private link to the finished portrait that you can share, for example with the person the gift is for. Anyone with the link can view it, so share it only with the people you intend to. Digital gift cards are not yet available; their terms will be published here before they go on sale.

• Every customer gets a personal referral code and link after their order is paid. A friend who uses it takes $15 off their first order of $59 or more (before shipping and tax).
• When that friend's order is past its 30-day returns window (counted from delivery) and hasn't been refunded, we email you a single-use $15 code, valid for one year on any order. Up to $60 in rewards per year.
• One discount code applies per order, so a referral code can't be combined with another discount code.
• Codes can't be used on your own orders, by people at your address, or on a second order. Rewards aren't cash and can't be exchanged or transferred. We may withhold rewards that don't follow these terms.
• Because you receive a reward when friends order, please say so when you share (our share text includes “(we both get $15)”). Please don't post your code on coupon sites or spam anyone with it.

We work hard to make our site and products excellent, but apart from the promises in these terms (including our guarantee) and any rights you have under law that can't be waived, our site and services are provided “as is”. We don't promise the site will always be available or error-free, or that every generated preview will be to your taste.

To the extent the law allows, we aren't liable for indirect, incidental or consequential losses, and our total liability for any claim related to an order is limited to the amount you paid for that order. Nothing in these terms limits liability that can't be limited by law, or your rights as a consumer.

Please contact us first at hello@pupprints.shop. Most problems can be fixed quickly and kindly. These terms are governed by the laws of the United States and the state in which Pup Prints is established, without regard to conflict-of-law rules. If you live in Canada or another place with consumer protections that can't be overridden, those protections still apply to you.

We may update these terms from time to time. The version posted here, with its “last updated” date, applies to orders placed after that date. Orders you've already placed stay under the terms you agreed to.

Pup Prints · hello@pupprints.shop · Contact form