Frequently Asked Questions
Got Questions? We've Got Pawsitively Purrfect Answers! 🐾
Welcome to the WillowPawArt FAQ page! We've gathered answers to our most common questions to help you create the perfect custom piece for your furry friend. If you can't find what you're looking for, email us at support@willowpawart.com — we're a small team, and a real human usually replies within 1–2 business days.
🎨 The Artwork & Customization Process
Q: How does it work? What are the steps?
A: Creating your custom piece is a collaborative journey, and we keep you updated every step of the way via email!
- Choose & customize — Browse our collection, select your product, and choose your options (like size).
- Upload your photo — Upload your pet's photo directly on the product page. Any pose works!
- Artwork creation (3–5 business days) — Our artists hand-paint your pet's artwork from your photo.
- Approve your artwork — We'll email you a digital preview. Revisions are unlimited, and we only proceed when you're 100% happy. Keep an eye on your inbox — and check your spam folder, just in case!
- Production (5–10 business days) — Once you approve, we begin crafting your custom piece, with a final quality check before shipping.
- Shipping (5–10 business days) — We ship your order and email you the tracking number.
Total time: about 3–5 weeks from order to your door.
Q: What makes a good photo for customization?
A: A great photo is the key to a great custom piece!
- Clear & in focus — your pet's features should be sharp, not blurry.
- Natural light — daylight without a flash shows your pet's true colors and details.
- For pillows: a full-body photo with your pet's whole outline visible — any pose works (sitting, lying, standing, walking, or mid-zoom).
- For canvas portraits: a clear close-up showing your pet's face and shoulders, taken at eye level.
Check out our Photo Guide page for visual examples and more tips!
Q: Can I review my artwork before it's made?
A: Absolutely — it's a mandatory step. Within 3–5 business days of your order, we'll email you a digital preview of your hand-painted artwork. We offer unlimited free revisions, and we won't start production until you give your final approval.
Q: Can you create a piece with more than one pet?
A: Yes — we love creating custom pieces of the whole furry family! Just look for the multi-pet version in our collection.
Q: Do you only do dogs and cats?
A: We love all animals! While dogs and cats are most common, our artists can create custom pieces of any pet — whether they have fur, feathers, or scales. From bunnies and horses to parrots and lizards, all pets are welcome here.
Q: Can you remove the background or add accessories?
A: Yes! Our artists focus on your pet and create a clean, beautiful artwork. If you have a special request — a background, an accessory, or a theme — just leave a note in the order comments and we'll do our best to accommodate.
🚚 Orders & Shipping
Q: How quickly do you reply?
A: Not a call center — and we think that's a good thing. Every email is answered personally within 24–48 business hours (Monday–Friday). Including your order number helps us help you fastest.
Q: Do you offer rush / expedited service?
A: Yes! Expedited Service (+$24) moves your preview to 1–2 business days and puts your order into priority production and expedited shipping — for delivery in about 10–14 business days total. The clock depends on your quick approval: the faster you approve, the faster we ship (revision time isn't included).
Q: How long will my order take to arrive?
A: Every piece is made to order. Here's what to expect:
| Stage | Time |
|---|---|
| Artwork preview | 3–5 business days (unlimited revisions included) |
| Production | 5–10 business days |
| Shipping | 5–10 business days (tracking included) |
Total: about 3–5 weeks from order to your door.
- Expedited Service (+$24): preview in 1–2 business days, priority production and shipping — about 10–14 business days total (revision time not included).
- Digital Portrait: your print-ready, high-resolution 300 DPI artwork file arrives by email within 2 business days after your final approval.
- Shipping is free on orders over $75; a flat $7.95 applies below that.
You'll get an email at every major stage of the process!
Q: How can I track my order?
A: As soon as your order ships, we'll send a confirmation email with a tracking link.
Q: My package says "Delivered," but I don't have it. What should I do?
A: Don't worry — this happens sometimes. We suggest you:
- Check with neighbors or your building's reception
- Look in any safe-drop locations (porch, mailroom, parcel locker)
- Wait one more business day, as packages are sometimes scanned early
If it still hasn't arrived, email support@willowpawart.com and we'll help sort it out. If the parcel is confirmed lost in transit, we'll arrange a free replacement or a refund — every order ships with tracking and is covered end to end.
Q: Can I change or cancel my order?
A: Yes — any time before you approve your artwork preview. Revisions are unlimited, and if we can't get the artwork right after rounds of revisions, you'll receive a full refund, including any expedited fee. Once you approve your preview, you have 24 hours to change your mind for a full refund; after that, your custom piece enters production and can't be cancelled for change of mind.
📦 Returns & Satisfaction
Q: What is your return policy?
A: Because every piece is 100% custom-made to the artwork you approved, we can't accept change-of-mind returns or refunds once production begins. But if your item arrives damaged, defective, or different from the artwork you approved, contact us within 30 days of delivery with photos — we'll remake it free of charge, and if a remake can't make it right, you'll get a full refund. That's our promise.
Q: When will I receive my refund?
A: Refunds are issued when an order is cancelled before production (including during the preview stage), within the 24-hour window after you approve your artwork, or when a damaged or incorrect order can't be fixed with a remake. Once processed, refunds typically appear in your account within up to 10 business days, depending on your bank.
💳 Payments & Discounts
Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express), as well as PayPal, Apple Pay, and Google Pay.
Q: I forgot to apply a discount code. Can you add it?
A: As long as your order hasn't shipped, we can often help! Email support@willowpawart.com with your order number and the code, and we'll do our best to apply it.
🌍 International Customers
Q: Do you ship worldwide?
A: We ship to most countries worldwide with fully tracked shipping — pillows and portraits arrive within 5–10 business days after dispatch. If your country isn't available at checkout, email us and we'll let you know your options.
Q: Will I have to pay customs, duties, or taxes?
A: Customs duties, taxes, and import fees aren't included in your order total and are your responsibility — they're set by your destination country's customs authority. Your courier may also charge a small handling fee for clearing the parcel. We recommend checking your local customs rules before ordering so there are no surprises on delivery.
Still have questions? Email support@willowpawart.com — a real human, usually with a pet on their lap, will get back to you within 1–2 business days. 🐾