Update: For those who are looking to purchase a custom pet painting, please note we are taking an indefinite hiatus as of January 1, 2018. See the first two items below for any questions you may have. Thank you!
Q: Why are custom paintings being shown as 'SOLD OUT'?
A: As of January 1st, 2018, The Pet Shop is taking an indefinite hiatus as other aspects of our business has grown and as we welcome the newest tiny family member into our home! We are unsure if or when we will re-open the shop for new custom orders. (However, if you have purchased a commissioned portrait in the past, Pet Prints will always be available to you.) Thank you for your support over the years! It means the world to us.
Q: If you're not taking on new orders, can I still redeem my gift certificate?
A: We are still honoring pre-purchased gift certificates, but please note that our turnaround times for completed paintings have been extended for up to 2-3 months. Due to our current schedule and business shift, it may take us an additional 7-10 business days to reply to your email with the next steps on redeeming your custom pet painting. Please note: If you're redeeming an expired gift certificate, we will still accept them at the purchase rate, however, we may charge a small fee to reflect our rates as of December 31st, 2017.
For all other questions, please reference the below.
Q: I placed a custom order. Now what?
A: Within 24 business hours of receiving your order, we'll send you an email with a list of instructions on what we'll need from you. (If you haven't received anything within 2 business days, please check your spam filter.) This will include your input on background color, photos of your beloved, and perhaps the most important - a description of your pet's personality! We'll take this information and work with you until we've agreed on a final layout. From that point, you'll receive your finished portrait within 7-9 weeks.
Q: Do you offer custom sizes?
A: At this time, we're happily offering 3 unique sizes for our unique and modern portraiture: 4x4, 6x6 and 8x8. If you have another size in mind, however, please let us know. We're always open to suggestions and popular demand, and we will weigh our decision on a case by case basis.
Q: I have 2 dogs and 3 cats. Do you offer a bulk discount?
A: Yes, we do! That's a whole lot of love to go around, and we want to meet each and every pup and cat (or snake, hamster and bunny!). For any order of custom portraiture with a product quantity larger than 5 - in any size or variation of pets per canvas - use promo code BIGBULKORDER for 10% off!
Q: Can you paint my lizard, horse and goldfish?
A: Yup, and we can't wait to meet them!
Q: How long will it take to get my art in the mail?
A: Estimated arrival times vary, we ask that you allow an average of 9-10 weeks for custom artwork, assuming prompt communication on your end. If you've ordered multiple custom pieces, additional time may be needed. Please keep in mind that this is a delivery estimate, and you may receive item(s) sooner or later depending on your location. Please add an additional week for orders being shipped outside of the United States.
Q: Can I have more than 2 pets on 1 canvas?
A: Due to the unique square shape of our canvases, we do not recommend more than 2 pets per canvas. We've seen some pretty amazing gallery walls of several pets collected over time though!
Q: Do you have tips to get a good photo of my pet? He won't stay still!
A: Simply put, the more detailed your photograph, the more detailed your final painting can be! We suggest taking photos of your pet in natural outdoor light, preferably in the shade to prevent harsh shadows. Crouching down at your pet's level is a great way to gain proper perspective (eliminating the "bobble head" effect), and this will translate best to canvas. In addition, having your pet on a hard surface such hardwood, concrete or windowsills are helpful whenever possible - we love those paws! If your pet is excitable, we recommend a long walk and attempting your photo session once he or she is good and tired. This has shown to give us a more content smile and relaxed ears.
Q: I need my custom portrait fast! Do you accept rush orders?
A: This will usually depend on how many order are currently in our queue. We urge you to place your order for custom work at least 6 weeks in advance, but we understand this isn't always possible. If you're in a pinch, please get in touch with your timeline, and let's compare calendars. If we're able to accommodate your turnaround, an additional fee may apply.
Q: What materials do you use to make my pet's portrait?
A: Paintings are done using Golden brand acrylics on a wood panel with a 7/8" profile. For our smallest sized paintings, we use teeny, tiny paintbrushes - a challenge I actually love! Every piece is coated with a layer of matte varnish, protecting your piece from light dust and scratches.
Q: How do I care for my custom art?
A: Upon receiving your artwork, we suggest gentle handling and avoid touching the front surface of your painting. While holding and touching certainly won't ruin your art, it's best to treat it as you would a photograph - oils from your fingers can linger on the surface, something we'd like to stay away from. Because every painting is protected with varnish, it is okay to wipe lingering dust from the surface on as needed basis. We actually recommend doing so, as the 3-dimensional quality of our panels may collect natural build-up. Use a soft, non-abrasive cloth lightly dampened with water (only), and apply gentle pressure to wipe the sides. Only clean the front if absolutely necessary.