Help
Order problems and how to fix them
Most of these have a fast answer. Here is what has actually gone wrong in each case, and what fixes it.
5 min readUpdated
My order has not arrived. What now?
Check spam and junk first, and search your inbox for my pet year. Digital files usually arrive within ten minutes but can take up to 24 hours when we are busy. Work and university addresses often filter external senders. Printed orders ship after the review window and typically take six to eight business days.
The single most common cause
A work or university email address silently filtering an external sender. If you used one and nothing arrived, that is where to look before anything else.
Did my payment go through?
Look for the Stripe receipt in your email, including spam. That receipt is the confirmation that payment succeeded. If there is no receipt, check your bank or card statement. A charge with no emails means the order exists and something went wrong with delivery, so get in touch.
Have the receipt or the statement line to hand when you contact us. It is the fastest way for us to find the order.
My download links do not work
Download links are time-limited, and the window is stated in your delivery email. Once it closes the files are permanently deleted and cannot be recovered, so save them to your device as soon as they arrive. If the links fail while the window is still open, contact us.
Do this the moment the email lands
Download the files and put them somewhere you will still have them in a year. Leaving them sitting in an inbox is how people lose them.
The artwork does not look like my pet
Say what is wrong and we fix it. Wrong species, an unrecognisable pet or major quality problems are always our error. Smaller things like eye colour, markings or a missing accessory are normal drift, and we correct those on request too. You do not need to start over.
- Before you buy, use Edit under the preview and describe the problem. A revised preview comes back by email in about 48 hours.
- After you buy, email us describing the detail to adjust. We correct it rather than asking you to reorder.
- Either way, be specific. "His left ear is white, not brown" gets fixed. "It looks off" takes another round.
There is more on what the model reliably gets right and what tends to drift in how our pet portraits are made.
It arrived damaged
Photograph the damage before you do anything else, then contact us with your order number and those photos. We reprint and reship at no cost, or refund. This covers physical problems like torn pages, misprints and damaged packaging, on calendars, tarot posters, portraits and tote bags alike.
This covers damage to the physical item. Something that was already visible in the digital files you approved is a different conversation, and usually an easier one, since it can be regenerated.
Can I change a print order after buying?
Printed calendars have a 24 hour review window after the digital files arrive, and watercolour totes work the same way once the artwork lands in your inbox. Email within that window to request changes, or reply APPROVED to start printing early. Printed posters and canvases have no review window and go to print after confirmation, so contact us immediately if something is wrong.
| Product | Review window | What to do |
|---|---|---|
| Printed calendar | 24 hours after the files arrive | Email to change, or reply APPROVED to print early |
| Watercolour tote | 24 hours after the artwork arrives | Reply to that email to ask for changes |
| Printed poster or canvas | None | Contact us straight away and we will do what we can |
Once the calendar window closes, printing starts automatically. Get in touch anyway if you have missed it: it is no longer automatic, but it is not always too late.
My photo was blocked
Face detection runs on styles built for pets alone, and it flagged a human face in your photo. Use a photo with only your pet in it, and check the background as well as the foreground. Styles that are meant to include a person do not run this check.
If you want a portrait with you in it, that is a style choice rather than a workaround. Big Hug, Riviera Together, Poolside Together and Shore Together are all built for it.
The preview will not generate
Repeated preview failures usually mean unusually high demand rather than a problem with your photo. Wait a little and try again. If it keeps failing, contact us with the style you were using and we will look at it. Previews are free, so a failed one costs you nothing.
If one specific photo fails every time while others work, the photo is likely the issue: very large files, unusual formats and heavily edited images are the usual suspects.
Common questions
My save for later link expired
Those links last a few days and the exact date is in the email and on the error page. Once it has passed, start a new design and use Save for later again for a fresh link.
How do I ask for a refund?
Contact us with your order number, a description of the issue and any photos or screenshots. We will regenerate the artwork or help with a refund, depending on what went wrong.
How quickly do you reply?
Usually within 24 to 48 hours. Including your order number in the first message is the single biggest thing that speeds it up.
Is there a tracking link for printed orders?
For some orders, yes, and it arrives by email. If a printed order is past the usual window with no tracking, get in touch and we will chase the carrier.