Frequently Asked Questions

1. Orders & Payments

What is the 'Jump the queue' option?

This expedited service puts your order at the front of the line, ensuring a preview is delivered within 2 working days, as opposed to the standard 3 working days.

Can I cancel my order?

Cancellations are accepted and fully refunded before order processing begins. After processing starts, personalized items cannot be refunded unless they arrive damaged, in which case a reprint and replacement will be issued.

How long does a refund take?

Refunds will be confirmed via email and can take up to 10 working days to reflect in your account.

How do I upload a new photo?

There are two methods:
1. Before preview: Use the link in the request email or text.
2. After preview but want a different photo: Use the "Request Changes" button on your preview page.

Why was my pet's photo rejected?

Photos may be rejected for being blurry, dark, taken from an awkward angle, being too far away, or if the pet's features are not clearly visible. Check our photo guide for tips.

I haven't received my digital copy?

Digital copies should arrive within 15 minutes after approval. Check spam/junk folders, and if it's not there, contact our team.

How do I get a digital copy?

Digital copies can be added:
- During initial order placement as an add-on.
- After approving your preview, with an option to purchase.
- Via email after preview approval.

How do I track my order?

Once your order is shipped you are going to receive a tracking number and a link to track your order.

2. Previews

Can I see a preview before ordering?

Due to the custom nature of our work, we are unable to provide previews before purchase. Rest assured, our artists will work their magic to ensure your pet looks their best in the chosen portrait design.

How long will my preview take?

Expect your preview within 3 working days post photo approval. If you opt for Express Preview, it's 1-2 working days. We'll also email you a more accurate estimate and updates.

Can I make changes to my preview?

Absolutely! We offer unlimited revisions and will work closely with you to perfect your portrait. Please provide detailed requests to facilitate a quicker revision process.

How long does it take for changes to be made to my preview?

Allow up to 2 working days for changes. This may vary with the complexity of the revisions.

3. General

What are your opening hours?

Our team is available from 10:00am - 6:00pm EST and we strive to respond to emails within 24 hours.

Do you do custom designs?

We'd love to hear your ideas and will consider them for our site. While we can't promise inclusion, we value your suggestions.

Can you check my photo is suitable before I place my order?

Please refer to our detailed photo guide available on the main menu. If in doubt, email your photo to support@pawinks.com for review.

Can I upload any animal?

Absolutely! We create custom portraits for a variety of animals, not just cats and dogs.

How is my portrait made?

Our portraits are crafted digitally with professional retouching techniques and photo editing tools to turn your pet's photo into a masterpiece. We print on high-quality paper with top-tier inks for a vibrant finish.

Can I include more than one pet?

Yes, we have multiple-pet designs available. If you have a special request, contact us for assistance.

Will I get to see my artwork before it is printed?

Yes! We send a preview within 3 working days after placing your order. Note that during peak times, this process may take longer.
For additional inquiries, feel free to reach out to our customer service team. We're here to help make your pet's portrait perfect!