FAQ
HOW IT WORKS
1. Upload your photos and add any names, dates needed for the artwork, and any special requirements:
Examples:
- Wedding photo, add names of couple and date of wedding,
- Engaged couple, add names of couple and date of engagement,
- New born baby photo add name of child and date born,
- Family photo, add names of family
- Birthday photo, add name and date of birthday
- Dog photo, add name of dog...!
2. 1-5 days after purchase you will receive an email when your Drawing is ready for review. You will receive an email from "Order-approval”, to "review the drawing.”
You will need to review the drawing and click the button to approve.
3. Once the drawing is approved, it will be sent for production and your product shipped.
If we do not receive a drawing approval from you within 7 days, we will automatically approve the drawing and ship the product. So please make sure you look out for the approval email, as no refunds!
If you didn’t receive the email with the order confirmation/completed drawing:
Please check to see if the email is in your spam folder
, or alterantively your email service provider may have blocked your email, please check with your email provider.
If you still can’t find the email, please contact us and we can send you the link for drawing approval.
We will automatically send another email every 3 days.
Please note, once drawings are approved, we no longer allow revisions without having a new order. The only exception is if it was accidentally approved and we were messaged same day about the accident, then we will open up revisions again for the order. (this is to prevent hundreds of previous customers all doing the same thing and creating backlog for our designers) hope you understand.
ARTWORK
How Long Is Drawing Time?
Our drawing process is unique, we draw and then email you to get your approval/feedback. If you request drawing revisions, this back and forth process makes "drawing time" hard to estimate. Typically 1 week is normal, but can be longer if takes time to receive your feedback, so we appreciate it if you keep an eye out for your email to approve the drawing.
Product Printed or Digital File Only
Every Product in the Catalog has the option to choose for the drawing to be printed on the selected item eg mug, t-shirt, blanket.
Alternatively you can just order the drawing, which is then emailed to you as a digital file to download.
Please select which option when ordering.
Please note: when you order physical products ....mug, t-shirt etc you receive the drawing on the physical product only, you DO NOT receive the digital files. If you wish to receive the digital files, it must be a digital file order.
Can I Upload Multiple Photos?
Most products in the catalog limit 1 photo per order, and only allow uploading 1 photo on the product page. This streamlines the process and allows our team to prevent mistakes. If you have a few people and/or animals you wish to be drawn together, then please make them in 1 photo, this helps us see the layout and easier for us to get the drawing correct for you. Software such as photoshop, canva etc makes this easy to do, also there are now lots of apps to do this. If you are having issues doing this please contact us. Thanks!
Max 5 Subjects/Photo
For most products, unless otherwise mentioned, there IS A LIMIT on the number of subjects per photo. This limit is 5 people and/or pets.
Most of the time, this is not an issue, it is rare a photo has more then 5 subjects.
When photo happens to have more subjects than 5, we will change the order status to "pending - Extra Payment".
We will email or message you about the order with the issue,
1) choose 5 subjects
2) change photo
3) Pay additional Drawing fee to cover the extra subjects in each photo. ($5 per each additional subject over 5), we will send invoice to pay.
Can I Re-order the Same Artwork for a Different Product?
Yes, you can!
When you place new order, please type your previous order number, or screenshot the previous drawing when you make new order, and we will be able to find the previous order.
We will then create the mockup on the new product using previous drawing, and still send for "approval".
PAYMENT & SHIPPING
Payment
We accept credit cards, and paypal.
Payment Declined
Sometimes your payment will be declined, This is normally a security measure from your bank to prevent fraud.
Please call your credit card company or bank, and authorize the transaction, then attempt the transaction again.
Countries Ship To
We ship internationally.
If you are trying to place an order and the order is not being accepted, it is probably as the shipping address you are using is currently to a country we do not ship to.
Countries we do not currently ship to: Angola, Botswana, Brunei, Central African Republic, Chad, Cuba, Eritrea, Eswatini, French Guiana, Guadeloupe, Iran, Iraq, Laos, Lesotho, Liberia, Libya, Martinique, Mauritius, North Korea, Réunion, Saint Pierre and Miquelon, Seychelles, South, Sudan, Sudan, Syria, Tajikistan, Timor-Leste, Yemen
For these countries unfortunatly we can not offer finished products, however, we do still offer personalized drawings that are then sent to you for digital download. Please message us with the digital product you woud like and we will send you a specific link to order.
Delivery/Shipping Timescale:
Most products are shipped from USA using standard shipping. (We do not currently offer express shipping.)
We do ship wall art (canvas, framed pictures) & mugs from Europe (as well as USA.)
All products have tracking when shipped.
Shipping within USA: once artwork approved; printing & shipping takes average 8 days to delivery.
Shipping outside USA: once artwork approved; printing & shipping takes average 14 days to delivery.
Europe Exception: Wall Art/Picture Frames/Mugs, we have a EU print partner, once artwork approve; printing & shipping takes average 8 days to delivery
Will I Receive Multiple Products In One Shipment
For the most part, no. We use different print partners for different products, so if you ordered different product types together, they will ship separately.
Do Prices Include Customs Duty & Taxes?
We do not handle customs duty or taxes.
Duty and taxes if required are charged once it arrives in the country of destination.
Customs duty may apply and you are responsible for paying them. We do not pre-pay customs or duties. it is the customers responsibility to cover any duties.
Most items shipped from USA to customers in USA.
If ordering wall arts or mugs to Europe, orders are shipped from Europe.
REFUNDS & CANACELLATIONS
Refunds
As all items are drawn and customised to your image/photo, we do not accept returns or exchanges.
We do not offer refunds for any orders placed, except for the following situations:
You cancel an order before "In Production" and our support team were able to grant your cancellation request.
The product arrived damaged. Please send photo of item.
At our discretion.
How to Amend an Order Before Sent to Production
Once an order has been placed, please contact us and we will make the changes. To ammend an order, the order must be in "paid" and "New" status but, before it is "drawing" status in app. If the drawing has already been started/completed there is an $8 fee to change the drawing.
Cancelling An Order
1) Order placed, before drawing started: We can cancel an order in "paid" and "New" status but, before it is "drawing" status in app.
Message us and we will cancel and refund you.
2) Order placed, drawing has started: Message us and we will cancel and refund you minus an $8 mandatory drawing fee, since drawing has already begun.
3) Order placed, drawing approved, before sent to production: Message us and we will cancel and refund you minus an $8 mandatory drawing fee, since drawing has already finished.
4) Order placed, drawing approved & order has been sent to production: Order can not be cancelled
, as each item has been drawn to your photo and the product will have been printed.
5) Digital file orders: These can not be cancelled after drawing has started.
DRAWING STYLES
When Creating a Custom product, we support several Drawing Options.
1) Photo Drawing (any product...)
2) Fingerprint Tracing (any product...)
3) Photo Tracing (any product...)
4) Sketch Art (any product...)
5) Outline Art (any product...)
6) Continuous Line Art (Pets only, any product)
7) Silhouette (any product)