Pet Hues Frequently Asked Questions

You have reached the FAQ section of Pet Hues, your one-stop destination for stunning, personalised pet portraits. We understand that you may have a lot of questions about our process, the customisation options available, and more. This page is designed to provide comprehensive answers to all your queries. We believe in transparency and want to ensure that you have all the information you need to make an informed decision about your pet portrait. Whether you’re curious about our artistic process, shipping details, or how to care for your portrait, we’ve got you covered.


How long does it take to create a pet portrait?

Typically, our pet portrait production process, from order placement to completion, takes about 4-7 working days. If you need the portrait sooner, our express service ensures completion within 2-4 working days. Once the portrait is ready, we’ll share it with you for approval and make any desired changes. However, during high-demand periods, our response time may exceed 72 hours.

If you need your order urgently, please reach out to us with your requirements via phone or email. To secure delivery by a specific date, get in touch in advance to confirm the timeframe.

Can you create portraits of multiple pets in one drawing?

Yes, we can certainly incorporate multiple pets into one portrait. Please note that additional charges may apply depending on the number of pets included.

Can you create a pet portrait according to specific dimensions?

Certainly! We have the ability to create pet portraits according to specific dimensions as per your request. Whether you desire a particular size or have specific requirements for your artwork, we can accommodate your needs and ensure that your pet portrait is tailored to the exact dimensions you prefer.

Can I request revisions to the artwork?

Absolutely! We offer unlimited revisions to make sure your pet portrait matches your vision. Minor adjustments to the initial draft are always welcomed. To make the process efficient, it’s advisable to upload a photo that closely represents your desired end result. Note that significant alterations, like changing the head position from the side view to the front view, may not be possible after the initial draft.

Can I customise the colors, names, or other details in the portrait?

Yes, you are. Customisation requests such as colour changes, name additions, or other specific details can be included when placing your order.

Can I change the photo I uploaded after receiving the first draft?

We strongly encourage you to provide the right photo from the start. If you decide to change the photo post the first draft, additional charges may be incurred due to the extra work involved.

Can I modify my order after it has been placed?

Yes, order modifications are possible within a certain time window after placement. Should any changes be needed, kindly reach out to our customer service immediately.

Is it possible to cancel my order?

Yes, you can cancel your order within a stipulated timeframe, generally within 24 hours of placing it. Beyond this window, we might not be able to process the cancellation.

I've changed my mind, can I return the portrait for a refund?

Due to the bespoke nature of our pet portraits, we cannot accept returns or issue refunds as each piece of artwork is uniquely tailored to your pet and therefore non-resalable. However, we appreciate that every situation is unique and we are willing to help. We provide unlimited revisions at no extra cost to ensure your satisfaction.

Can I return the item if I am not satisfied with it?

Since our pet portraits are highly personalised, returns and refunds are not possible. Each portrait is specially created to highlight your pet’s unique features and personality, making them non-resalable. However, we understand that exceptions might arise. If you face any issues with your order, we’re here to assist. We offer unlimited free revisions to ensure your complete satisfaction.

Can I see a preview of the portrait before placing an order?

We generally provide a preview after the order is placed and the artwork is created. However, specific requests can be discussed with our customer service team.

How long does it take to make changes to the preview?

The time to make changes depends on the extent of revisions but typically takes a few days.


How can I ensure the best quality portrait of my pet?

The quality of the final portrait is greatly influenced by the photograph you submit. For the best outcomes, we recommend clear, well-lit pictures with sharp details.

How much for the pet's body will be included in the drawing?

The amount of the pet’s body included in the portrait depends on the photo provided and your specific request. We can do full-body portraits or focus on the face and upper body without any additional costs.

What is the process for creating the pet portraits?

Our artists begin by examining the submitted photograph, then they sketch and proceed with the painting or drawing process. We’ll send a draft for your approval and make modifications based on your feedback. More details on our process can be found on our “How it works” page.

Are there specific types of photos that result in the best pet portraits?

For optimal pet portraits, we suggest clear, high-resolution images with ample lighting. Please avoid submitting blurry or poorly lit pictures.

Can I submit multiple pet photos to be merged into a single portrait?

Certainly! We have the capability to create custom pet portraits by combining various pet photos into a single drawing. Whether you have multiple pets or want to incorporate different images of the same pet, we can accommodate your request and create a cohesive and stunning portrait that captures their unique essence.

Can you make adjustments like removing unwanted elements or adding new elements to the portrait?

Absolutely! We offer the flexibility to make edits according to your preferences. We can remove collars, bandanas, or any other objects that you would like to exclude from the final pet portrait. Moreover, we are happy to customise the portrait by adding specific accessories. Simply provide us with a photo of the accessory you’d like to include, and mention your request in the order notes. We strive to create a pet portrait that aligns perfectly with your vision.

How many changes can I request after the first draft without incurring additional costs?

We allow unlimited revisions! It’s our mission to create a pet portrait that meets your expectations and vision. We are always ready to make minor adjustments to the initial draft.

To streamline the revision process, it’s advisable to upload a photo that is a close match to your desired end result. Please note that significant changes, like switching the head position from a side view to a front view, might not be possible after the initial draft.

Do you create portraits of pets other than cats and dogs?

Certainly! We acknowledge the wide variety of pets people have, and our artistic skill extends beyond cats and dogs. We can create portraits of various animals, this includes, but is not limited to, cats, dogs, birds, horses, rabbits, and even exotic pets.

Do you also create human portraits?

Yes, we do create portraits of humans. Please specify your requirements when placing your order.

Does the photo's background affect the portrait?

No, the background of the photo does not impact the final portrait.

How can I be confident that I will be happy with the artwork?

Our commitment to customer satisfaction is reflected in our offer of unlimited revisions and our policy of incorporating your feedback throughout the creative process.

Is it necessary to include a name in the portrait?

Including a name in the portrait is entirely optional. Some customers like to include their pet’s name, but it’s up to your personal preference.


What's the estimated delivery time and cost for the portraits?

Delivery times and costs are subject to the destination. For detailed information, refer to our delivery information page.

Do you ship internationally?

Indeed, we provide worldwide shipping services. However, shipping fees will differ depending on the location.

Will I get a tracking code for my order?

Absolutely, after your order is dispatched, you’ll receive an email containing your tracking number.

What should I do if my tracking number is not working?

In case your tracking number is not working, please get in touch with our customer support team, and they’ll assist you.

What does Express shipping imply?

“Express” shipping is a service we offer for quicker delivery times, usually ensuring arrival within a few days.

Why was my order sent back to the sender?

Orders can be returned due to issues with the delivery address or if the package was not claimed. Please contact our customer service for assistance.

What's the average delivery time for the portrait?

Generally, portraits are expected to arrive within 1-2 weeks after dispatch.

Which courier service do you use for shipping?

We collaborate with various courier services depending on the delivery location. More details will be shared once your order is dispatched.

My order arrived damaged, what should I do?

Please contact our customer service immediately with photos of the damaged item. We will arrange for a replacement

Do you offer an Express shipping option?

Yes, we do provide an Express shipping service for an added fee.

What does shipping insurance cover?

Shipping insurance offers protection against potential damage, loss, or theft of your package during transit. If you have requested for your parcel to be left and not signed, this will void your cover for theft claims.

Can I get a refund for my portrait?

Due to the highly customised nature of our pet portraits, we do not offer returns or refunds. Each piece of art is exclusively tailored to match your pet’s unique features and personality, making it non-reusable and non-resalable.

What payment methods do you accept?

We accept a variety of payment methods, including credit and debit cards through PayPal, and Afterpay for clients in New Zealand.


What happens if I submit a photo that doesn't meet your guidelines?

If the photo doesn’t meet our guidelines, we will contact you to request a new photo or discuss possible solutions.

Before I place an order, can you assist me in determining the suitability of my photo?

Absolutely, you can reach out to our customer service team with your photo for an assessment of its suitability.

Why was my pet's photo not accepted?

Your pet’s photo could be declined if it’s excessively blurry, dark, or lacks sufficient detail. Our aim is to create the best possible portrait of your pet.

What kind of photograph should I submit for the portrait?

Ideally, the photo should be clear, of high resolution, and taken under good lighting conditions. Your pet should face the camera, and their features should be clearly discernible.

Can you remove the background from my pet's photo?

Yes, we can remove or modify the background of your pet’s photo upon request.

Is it possible for me to submit more than one photo of my pet for the artist's consideration?

Yes, you can provide additional photos. They can help the artist get a better understanding of your pet’s features and colouring.

How can I print the digital files myself?

We provide high-resolution digital files that can be printed using any home or professional printing service.

Do you create portraits of pets other than cats and dogs?

Certainly! We acknowledge the wide variety of pets people have, and our artistic skill extends beyond cats and dogs. We can create portraits of various animals, this includes, but is not limited to, cats, dogs, birds, horses, rabbits, and even exotic pets.

Do you also create human portraits?

Yes, we do create portraits of humans. Please specify your requirements when placing your order.

Does the photo's background affect the portrait?

No, the background of the photo does not impact the final portrait.

Do you operate a brick-and-mortar store, or is it solely an online service?

Our primary mode of operation is online, which enables us to cater to clients worldwide, even though we are physically located in Tauranga, New Zealand.

Will my pet's artwork be showcased on your website or social media platforms?

We take pride in displaying the beautiful pet artwork we create for our clients from time to time. However, if you prefer not to have your pet’s artwork displayed, simply let us know and we’ll respect your wishes.

Thank you for taking the time to explore our FAQ page. We hope we’ve been able to address all your questions about Pet Hues and our pet portrait services. If there’s anything else you’d like to know, please don’t hesitate to reach out to us. Our team is always ready to assist you. Remember, at Pet Hues, we’re not just creating a portrait; we’re capturing the unique essence and personality of your beloved pet in a piece of art that you can cherish forever. We look forward to helping you celebrate the special bond you share with your pet.