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Q: What if I am unsatisfied with my portrait once it arrives?

A: Customer satisfaction is our top priority!  If you are not 100% happy with the final product, please contact us and we will help to make it right.


Q: What is your return policy?

A: Due to the custom nature of our portraits, we are unable to offer returns.  We design your custom portraits with care and each piece is unique and personal to the photo you provided.  If you are unhappy with your final product, please reach out to us at within 24 hours of receiving your order and we will work with you to make things right.

Q: What if I need to cancel my order?

A: We begin designing your portrait promptly once your order is placed.  To cancel an order, you must email within 24 hours of your order being placed and we will process a refund.  After 24 hours, it is not possible to cancel your order.

Q: What if I'm missing part of my order?

A: Please reach out to us as soon as possible at if anything is missing from your order. 

Q: What if my item arrived damaged?

A: Although it is rare, your portrait may get damaged in transit.  If that happens, please contact us within 48 hours of receiving your order and we will work on getting a replacement sent to you at no cost.  Images of the damage must be sent to  


Q: When will I receive my order?

A: All of our orders are sent via Canada Post and delivery varies depending on your location.  On average, you should expect to receive your order within 1-2 weeks once the portrait is complete.

Pick-up options are available at The Spaw Grooming Salon & Retreat.  Please contact us for pick-up inquires at

Q: What are your shipping charges?

A: We offer FREE shipping anywhere in Canada.  For U.S. and other international orders, please send us a message at

Q: Will all of my items arrive in the same shipment?

A: If you order multiple items, we will ship them together.


Pet Portraits

Q: Can you make portraits of pets other than dogs & cats?

A: Yes!  We can create a portrait for any pet, big or small.  Whether it’s a fluffy bunny or an exotic lizard, we can design you a custom portrait of your pet.

Q: Can you further customize my pet’s portrait?

A: We can customize almost anything!  Want your dog to wear a Santa hat?  Change the background colour on your cat’s portrait?  You name it, we can probably do it!  For any custom inquiries, please send us a message at 

Q: Can I preview my art prior to shipment?

A: We want to get your order to you as fast as possible, and in order to do so we do not offer artwork previews.  Every piece is uniquely digitally hand-crafted.  It is important to send a quality photo for your portrait, however if your photo does not meet our quality standards, we will reach our to you for a new one. 

Q: Can I have more than one pet in a portrait?

A: Our portrait designs are made for one pet, however we can work with you to customize further to include more than one pet in a portrait.  Please reach out to our team at to get a custom quote.

Q: Do you create pet memorials?

A: Yes, we can create portraits in honour of pets that have crossed the rainbow bridge.  We will work with you to find the perfect photo and customize your pets portrait with additional text if desired.  

Q: Can I change my order after it’s been placed?

A: If you have changed your mind on a frame colour or size, please contact us within 24 hours of your order being placed and we will accommodate your request.  After 24 hours, we cannot guarantee if we can process your request, however we will do our best!  Please note that any changes may cause a delay in shipping.

Q: Can I exclude the name on the portrait?

A: Yes!  You may choose to opt out of including your pets name.  Simply write “NO NAME” in the name box.  Alternatively, if you would like to include a quote or text other than your pets name, please send us an email at to inquire.


Q: What makes a good photo?

A:  Take the photo in a well-lit area.  Natural light works best.  If taking the photo outside, ensure the sun is behind the camera and avoid casting shadows.  Avoid using overly filtered photos; we want your pet looking natural!  Close-up and head-on, and eye-level with your pet.  Photos of your pet laying down are not ideal.  Avoid overhead or blurry photos.  Review our Image Guidelines for more information and tips to take the best photo.

Q: What is the total size of the frame?

A: We currently offer two frame sizes.  Our 8"x10” portraits have a total frame size of 9"x11" and our 12"x16” portraits have a total frame size of 13"x17". 


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