FAQ

Quick answers about our custom pet art. Can’t find what you need? Email support@pawlinestoday.com and we’ll reply within 24 hours (Monday–Friday).

Your photo

What kind of photo works best?
A clear, well-lit photo taken at your pet’s eye level, with the whole face, ears and markings visible. Natural light near a window or outdoors is ideal.

What if my photo is blurry or dark?
We check every photo before we start. If it isn’t clear enough to draw from, we’ll email you and ask for another one.

My pet has passed away and I only have old photos. Can you still make it?
Yes. Send us the best photo you have and we’ll work from it with care.

The artwork

Who draws my pet?
Real artists. Every portrait is illustrated by hand from your photo.

Do I see the artwork before it’s made?
Yes. We email a preview within 1–2 business days. Edits are unlimited, and nothing is produced until you approve it.

How many pets can be on one item?
One pet per order. For more pets, please place a separate order for each one.

Can you include people in the portrait?
No, we draw pets only.

Which animals do you draw?
All pets: dogs, cats, horses, bunnies, birds and more.

Shipping

How long until I receive my order?
Your item is made in 1–3 business days after you approve the preview, then delivered in 5–7 business days. In total, expect about 7–12 business days from order to doorstep.

Will my order arrive before Christmas?
Order by December 15 for delivery before Christmas.

How much is shipping, and where do you ship?
Standard shipping is $5.99 per order. We currently ship within the United States only.

How do I track my order?
You’ll receive a tracking number by email as soon as your order ships.

Returns and changes

Can I return my order?
Because every item is custom-made, we can’t accept returns or exchanges for change of mind.

What if my item arrives damaged or wrong?
Email us within 14 days of delivery with your order number and photos. We’ll reprint it for free or refund you. You don’t need to send it back.

Can I change or cancel my order?
Yes, any time before you approve your artwork preview. Once it’s approved and in production, orders can’t be cancelled.

Digital products

How and when do I get my files?
By email, the same day. Nothing is shipped and there’s no shipping fee.

What if I’m not happy with my digital artwork?
Tell us what you’d like changed and we’ll redo the file for free until you love it. Digital files can’t be refunded once delivered.

See also our Shipping Policy and Refund Policy.