FAQs

HOW LONG WILL IT TAKE TO GET MY ORDER?

USA Orders: Most orders are generally produced and ready to ship within 5-10 days. This can increase to up to 20 days during busy periods and sales periods.

International Orders: It takes 5-15 days transit time for Canada, United Kingdom and Australia. Up to 10 - 20 working days transit time for Europe. Up to 25 working days transit time for rest of world.

You'll receive an email containing your tracking number once your order is ready to be shipped.

Shipping prices are a flat fee per order:

USA: $9.95
CA, AUS, UK: $10.95
Europe: $10.95
Rest of world: $17.95

HOW DO I TRACK MY ORDER?

You will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you your tracking number as soon as it's available.

We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered!

If you haven't receive a tracking number after 14 days, please email us: support@petshaul.com

Usually once you've got your tracking number, your order will arrive within just a few days.

IS MY PHOTO GOOD ENOUGH TO USE?

If you followed our photo guidelines, then yes your photo is very likely good enough to use.

  • Make sure the photo is taken in good lighting (outdoor daylight is best)
    • Try to take the photo at eye levelwith your pet
    • They don't need to be looking at the camera
    • Try to get a close upso we can see your pet's unique features
    • Make sure the photo is not blurry and high resolution ( 1.5 mb + )
    • Make sure no features (e.g. ears!) are out of frame - we can't add them if they aren't in the original photo
    • Ensure that the fur color in the photo is not affected by bad lighting. If the fur in the photo is not accurate to real life, the fur in the design won't be either

To ensure the quality of your product, please submit original photos, don't use screenshots - cropped out photos, etc.

 

We conduct a photo check for every new order we receive and will email you if we need a different one. But it's best to take matters in to your own hands and ensure you upload the best photo you have.

If we do need a new photo from you, this may lengthen your delivery time by a few days.

Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.

Note that is is the customer's responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produce using high quality photos.

CAN I CHANGE MY ORDER?

You can change your order up to 2 hours after you place it. If you placed your order more than 2 hours ago, we can't guarantee that we can change it. The reason for this is that our artists begin work as soon as you have placed your order.

We are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our support team at support@petshaul.com and we'll do our best to help you.

If you're unhappy with the artwork specifically, we'll check to see if you submitted a photo that follows our photo tips. If you didn't follow our guides I'm afraid it's likely we can't help you. If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.

Make sure you provide a clear, high quality photo of your pet taken in good lighting and at eye-level with your pet. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.

CAN I CANCEL MY ORDER?

We accept all cancellation requests made within 24 hours of placing the order, no questions asked.

Any cancellation request sent after this 24 hour window will be accepted at our discretion. If accepted, you will be subject to a 20% cancellation fee. This is because your artist will have been assigned and will have already spent time working on your artwork by this point.

Orders that have been sent to print cannot be cancelled under any circumstance

WHAT IF I DON'T LIKE THE ARTWORK?

You will like our artwork :) 

We are dedicated to ensuring you're happy with the final product. If you don't like it for any reason, please reach out to our support team at support@petshaul.com and we'll do our best to help you.

If you're unhappy with the artwork specifically, we'll check to see if you submitted a photo that follows our photo tips. If you didn't follow our guides I'm afraid it's likely we can't help you. If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.

Make sure you provide a clear, high quality photo of your pet taken in good lighting and at eye-level with your pet. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.

WHAT IS YOUR REFUND POLICY?

We cannot offer returns because of customized nature of art products we produce. Your artwork is your personal and unique product with your pet.

Please contact us if you unhappy with your art product or have any problems with it. Customer satisfaction is very important to us and we always try our best to make you completely satisfied and happy with the result.

If you received the wrong product, or incorrect size, or incorrect print, or your product was damaged in transit, please contact us within 48 hours of receiving your order and attach photos of the product received. Then we will issue you a replacement