Ordering and your proof
How long until I see my portrait?
We email a digital proof within 24 hours of your order.
What if I don't love the proof?
Reply and tell us what to change. Revisions are free, and we keep going until you're happy. Nothing is printed until you approve.
Is my portrait made with AI?
Yes. We create each portrait with AI image tools, and a real person checks it against your photo for likeness: markings, eye color, ear shape, and expression. You always see and approve the proof before it's printed.
What kind of photo do I need?
A sharp, well-lit photo with your pet's face clearly visible and facing the camera. See our Photo Guide for tips. If your photo won't work, we'll ask for another before we start.
Can you put more than one pet in a portrait?
Yes. Add "Add Another Pet" for each extra pet and send a photo where every face can be seen. Separate photos are fine.
Can I change my style after ordering?
Yes, just reply to your order email before you approve your proof.
Sizes, printing, and formats
What sizes do you offer?
12×16" and 16×20" canvas, each also available framed, plus a Digital Download. The 16×20" canvas is our most popular.
Where are portraits printed?
Canvases are printed in the USA by our print partner and shipped directly to you.
What do I get with the Digital Download?
A high-resolution file of your approved portrait, delivered by email, for personal use: share it, print it, or use it as your wallpaper. You can also add a digital copy to any canvas order.
Shipping
How much is shipping?
Shipping is free anywhere in the United States.
How long will it take?
Printing usually takes 2–5 business days after you approve your proof, plus shipping time. Most portraits arrive about 7–12 business days after approval. You'll get a tracking number when it ships.
Do you ship outside the US?
Right now we only ship within the United States. The Digital Download is available anywhere.
Will it arrive in time for a holiday or birthday?
Order early to leave time for your proof. We'll post our holiday order deadlines ahead of each season. If you're short on time, the Digital Download arrives by email right after you approve.
Returns and problems
Can I return my portrait?
Each portrait is custom-made just for you, so we can't accept returns or exchanges for change of mind. That's why we send a proof first and revise it until you love it.
What if it arrives damaged or has a print defect?
Email us a photo within 30 days of delivery and we'll reprint it free or give you a refund, whichever you prefer.
Your photos
What do you do with my photos?
We use your photos only to create your portrait and handle your order. We won't share your pet's portrait publicly without your permission.
Can I use a photo someone else took?
Please upload only photos you took yourself or have permission to use.
Still have a question? Email hello@velvetruff.com and a real person will get back to you.