Frequently Asked Questions

Gifting Questions

Can I ship directly to my friend?

Absolutely! Simply enter your friend's address in the "Shipping Address" field during checkout and your own address in the "Billing Address" field. We'll send it straight to them.

Do you include a receipt or price in the package?

Never. Since most of our orders are gifts, we never include a physical receipt or any price details in the package. The receipt is emailed only to you, the purchaser.

Can I include a personal gift message?

Yes! Every order comes with the option to add a personal gift message. We will print it on a beautiful card or the product itself and include it with the gift to make it extra special.

What if I don't have a very good photo of their pet?

Don't worry! Our artists are incredibly talented. A clear photo from social media is usually more than enough. If you're unsure, feel free to contact our support team with the photo, and we can advise before you order. In 99% of cases, we can create something beautiful.

Product & Customization Questions

Can I review the artwork before it's printed?

Yes! For our Living Pawtrait™ and Passport Pawtrait™ products, we will email you a digital proof for your review. Your order includes one round of minor revisions to ensure you're completely happy with the art before we send it to production.

How long do I have to approve the artwork?

We ask that you review and approve your artwork proof within 48 hours. This allows us to keep your order on schedule. If we don't hear back, we will auto-approve the art to avoid delays in getting the gift to your friend.

Shipping & Returns

Do you ship internationally?

Yes, we ship our hopeful gifts to friends all around the world! Shipping costs and times will be calculated at checkout based on your destination.

What is your return policy?

Because every product is 100% custom-made, we cannot accept returns or exchanges. However, if your gift arrives damaged or with a manufacturing defect, we will send a free replacement right away. Please see our full Return & Refund Policy for details.

How long will it take for the gift to arrive?

Our process involves both custom artistry and production. In total, you can expect the gift to arrive within approximately 9-20 business days depending on the location. Please see our Shipping Policy for a detailed breakdown.

Please note that during peak seasons (1-2 weeks before holidays), processing and shipping times can vary.

*Important: You have 48 hours to approve your artwork once we email it to you. Any change requests must be made within this timeframe; otherwise, your order will be auto-approved.

Note: Shipping may be impacted by carrier delays.

 

What should I do if I'm unhappy with my order?

Please reach out to our Customer Service team at service@suprpetrix.com, and we’ll do our best to assist you.

 

Will there be charges for order changes before or after it's been processed?

We'll send you a digital version for approval. You can request free revisions until it's perfect. All change requests must be made within 48 hours; otherwise, your order will be auto-approved. Additional charges may apply for revision requests made after the 48-hour approval timeframe, depending on the artwork production process.

Unfortunately, once the artwork is made and shipped, we cannot make changes. However, we offer a 40% discount for customers who need to replace an order due to mistakes. If we made a mistake on your order, please let us know, and we’ll correct it.

*Please note: We do not offer refunds for products in transit. We will work with you once you receive the products or before we ship them.

 

What if the portrait does not meet my expectations?

Our artists strive for perfection, but if the portrait does not meet your expectations, we offer up to 1 free revision. Additional revisions may incur charges, assessed on a case-by-case basis.

 

How do I request a large group illustration?

No problem! Just drop us an email and we can discuss the details.

 

Can I preview the animation effect of my card?

The animated effect is designed to add an element of surprise. Generally, adjustments to the animation are not possible. Thank you for your understanding.