Shipping
What are your shipping times?
Delivery Estimates
US Orders: 2-5 days production time, 3-7 working days delivery time. We estimate a 1-2 week turnaround time in total, but orders sometimes arrive sooner.
Canada Orders: 2-5 days production time, 10-15 working days delivery time. We estimate a 2-3 week turnaround time in total, but orders sometimes arrive sooner.
International Orders: 2-5 days production time, anywhere from 10 to 20 days delivery time. We estimate a 2-4 weeks turnaround time in total. Note that international orders can be delayed due to customs.
You'll receive an email containing your tracking number once your order is ready to be shipped.
What is the production process?
1. Your order is sent for photo review
2. Photos are transformed in to unique artwork
3. In-house artwork review / Customer artwork review
4. Revisions made to artwork (if required)
5. Print preparation
6. Sent to print
7. Print, quality check, ship!
All in all, from the date you place your order up to the date your product is printed, it can take as few as 3 days.
Do items ship together?
Usually yes, but this depends on your order. We may ship each item in its own separate parcel. We work with multiple print partners who specialize in specific products. This ensures a high quality product.
Will I get a tracking number?
Yes, as soon as your tracking number is available, you'll receive an email containing the full details.
If over 3 weeks have passed and you do not have a tracking number, please email us.
Note: You will receive multiple tracking numbers if your order is shipped in multiple parcels.
My tracking link isn't working!
Don't worry - we can fix this. Just email us and we can get this resolved for you ASAP.
Does Artistry Axis ships worldwide?
Yes, we ship to almost every country! Everyone should be able to celebrate the love they have for their pets. We ship to over 100 countries, so everyone can show their pets how much they love them.
What is 'Skip Artwork Queue' shipping?
Your order will be sent to the top of the artwork queue, so our team prioritizes this over others. This is definitely worth the extra small cost in busy periods and when buying for special events. We get artwork completed within 1-2 days. Note that this does not speed up the courier's delivery timeframe.
Tracking status says delivered, but I haven't received anything
As soon as the tracking on your order is updated to 'delivered' by the postal courier, it triggers our automatic emails and we send you a notification to say your order was delivered.
Occasionally, a parcel will be marked as delivered by the courier prematurely. If you receive an 'order delivered' email from us but have not received anything, here is some information you should know:
• This occurs most often with USPS couriers. Some couriers will scan all their parcels as delivered at the start of their day, only to actually deliver the parcels over the course of the next day.
• In 90% of cases raised to us by customers, the parcel is received within the next 3 days of the 'order delivered' email being received.
So here are our standard procedures for these situations:
1. Check that the shipping address you provided at checkout is 100% correct. Even the smallest typo can lead to a problem with delivery. Please let us know if you made a mistake.
2. Wait 3 business days (week days) to see if the delivery email was simply sent prematurely. This advice solves 90% of these cases.
After 3 more working days have passed:
1. Ask your neighbors if they have seen it or picked it up for you.
2. Contact the local post office and ask if they have received it.
3. Contact the courier directly (USPS or FedEx for example) so that they can contact the delivery driver and get some information from them.
By this point we're confident you'll have located your delivery. If you haven't then please let us know and we can work to make this right by sending you a replacement.
We would advise providing a different address for the replacement. A work address would be a good choice.
My order has a delivery exception. Please help!
A delivery driver has attempted to deliver the parcel, but was unsuccessful. This can be down to a variety of reasons: incorrect shipping address, nobody at home and no safe place to leave the parcel etc.
Check that you provided the correct shipping address at checkout and then contact the courier (USPS, FedEx etc.) as soon as possible to arrange another delivery attempted at a time that suits you.
If the parcel is delivered to the wrong address because you made a mistake at checkout, we cannot offer a refund or replacement.
My order was returned to sender, now what?
Your order was either shipped to an incorrect address or the delivery driver has attempted delivery multiple times but has been unsuccessful, and could not find a safe place on the property to leave the parcel.
When a parcel is returned to sender, we can ship it back out to you. It's a good idea to double-check your shipping address before we send it back out!
Can I cancel my order if I change my mind?
Order cancellations are permitted up to 24 hours after placing your order.* Any cancellation request sent after this 24-hour window will be accepted at our discretion. If accepted, you will be subject to a $10 cancellation fee. This is because your artist will have started work on your order.
*A $10 fee will occur if work has begun on your order during these 24 hours
Orders that have been sent to print cannot be cancelled under any circumstance.
Return/Refunds
Do you offer refunds?
As your order is specific to you and your pet, we cannot offer refunds. Your product is 100% unique to you and all sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right. If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
What if I don't like the final product?
We have a number of safeguards in place to help ensure that you love your one-of-a-kind artwork. These include:
Photo screening once we receive your order and emailing customers from whom we require a new photo.
In-house artwork reviews on all pet portraits to ensure high attention to detail.Customer Dashboard and artwork previews on all orders, plus unlimited revisions of your artwork totally free of charge.
These 3 key points mean that you will have seen your artwork before it is printed, and will have given us the go ahead to print. So you shouldn't have any problem with your art once you receive it in person!
I received the wrong item
If you receive a defective or incorrect item we promise to replace it ASAP. Please report the issue to us via email info@artistryaxis.com and provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product.
My product arrived damaged
Please email info@artistryaxis.com providing some photos of the product and its defect and we will ship out a replacement ASAP. We have a 100% replacement guarantee for any order that arrives with any damage, defect, or mis-print. While we don't offer refunds in these cases, you can rest easy knowing a new product is on the way.
We recommend that blanket/apparel defects are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.
I paid to upgrade my product size but I didn't receive it
We're very sorry we missed this! Please email us inf@artistryaxis.com with a photo of the product and the sticker that shows it’s size. As soon as we receive this photo we will process a replacement as fast as possible.
Alternatively we can offer you a refund in the amount you paid to upgrade the product.
Your custom pet product
Do you just print cats and dogs?
We can print any animal on earth so long as we receive a great photo! So far we have printed dogs, cats, horses, birds, guinea pigs, micro-pigs and even boars! Quite the collection hey!
Can I print multiple pets on one product?
Yes indeed! We know that some pets are inseparable, so of course we can print them together on one product. We charge an additional $10 per each additional pet product on to one single item.
Do you do humans?
Sorry, but we specialize in pet artwork only.
Is my photo good enough to use?
We have a team who work 24/7 checking new orders as they come in to ensure your photo is good enough to use. If for any reason there's an issue with your photo, you'll get an email within 24 hours of placing your order and we'll help you choose a better photo.
We have a page on our website that provides a simple photo guide. Please ensure you follow our guide when taking a photo or choosing a photo to upload. Low quality photos or those taken in bad lighting can lead to inaccurate pet art.
We use the exact photo you upload, so ensure that your pet's fur color, eye color and any other details are clear and visible in the photo you provide.
Can I change my order?
If you need to change your order, please get in touch with us as fast as possible. We can usually make any product, size or color change without issue so long as you let us know within 24 hours of placing your order.
Will I see the pet portrait before it is printed?
YES! We offer artwork previews and unlimited revisions on every single order. So no need to worry if you'll like your pet art - we only print when you're 100% satisfied.
When will I receive my digital art file download?
If you purchased a digital art file of your pet portrait, we'll send it to you via email. You should expect this email around the same time you get your tracking number email. If you haven't received your digital art file but you have received your physical product, please get in touch at info@artistryaxis.com
General
Do you support any charities?
We donate a portion of our profits to animal welfare charities. Our work, and your support, helps provide a better life to animals in need.
In addition to monetary donations, we also highly encourage all customers who receive defective or incorrect blankets and apparel to donate them to their local shelters. Not only does this give some extra comfort to a dog without a home, but it also turns a minor inconvenience in to an incredibly heart-warming and selfless deed.
Thank you
Will you remove the photo background?
Yes, our brand is all about your pet. Your pet is our focus, not the photo background! Our artists create our custom portraits based solely on the pet. We never include the background.