Frequently Asked Questions

Got a question?

Email us at info@kittycatstix.com.

Call or Text us at (512) 714-6934

Custom Pet Portraits

Do you do pets other than Dogs & Cats?

Yes! We have create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it’s an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).

Can I preview my art before shipment?

Yes you can. All customers get to preview their artwork and request any changes before printing. We’ll email you once your preview is ready.

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 level with your pet
• They don’t need to be looking at the camera
• Try to get a close up so we can see your pet’s unique features
• Make sure the photo is not blurry
• 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

We have a team dedicated to checking photos as orders are placed. If there’s an issue with your photo, we’ll let you know very quickly via email.

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 new photo after we have informed you that the original photo may not result in the best quality artwork, then we cannot refund you. It’s your responsibility to ensure that you are happy with the photo you provide.

Note: All examples on our website were produced using high quality photos.

Does it matter what's in the background of my photo?

No this shouldn’t matter. Don’t worry if there’s a lot of stuff in the background. Obviously it’s better if it’s a plain/clear background. But don’t obsess over it too much! It really doesn’t make much difference.

Can I print more than one pet on one canvas?

Yes! We have a variety of options to suit your pet parent needs.

Right now, we have costume options for 1 pet, 2 pets and 3 pets in one portrait!

Do you create pet memorials?

We are honored to create portraits in honor of passed pets. We work with customers to find the perfect photo out of the (potentially limited) photo choices you have. Please contact us if you have any further questions at info@kittycatstix.com.

Can I change my order after its been placed?

Changed your mind on a frame color or size? Please reach out within 12 hours of your order being placed and we will accommodate the change. After 12 hours, it is at our discretion on whether or not the change is possible. Please note, in rare cases, changes to orders may result in shipping delays.

Do you do humans?

We are happy to do humans as your portrait Just upload a photo and we’ll take care of the rest.

What are the canvas dimensions?

We print on to three different sized canvas frames. Each frame is gallery-ready and high quality. All canvas frames have a gallery standard depth of 1.25″ thickness.

The frame sizes are:

8″ x 12″
This is a favorite for those looking to gift a portrait.

12″ x 16″
A great mid-sized canvas which looks perfect in entrance halls, living spaces, bedrooms, and of course… above your pet’s bed!

16″ x 24″
Our favorite size. This size is our original offering and is our consistent top seller to pet parents worldwide. You can’t fault this size, it’s a fantastic large print and you get to see the details of your portrait up close. We love this one!

Returns/Refunds

Do you offer refunds?

Yes, for any reason you don’t like your artwork we will refund you 100%.

If you have a problem with your order, let us know and we’ll fix it for you.

Remember, we offer artwork previews and unlimited revisions so you can make sure you’re 100% happy with your artwork before printing!

What if I need to cancel my order?

We begin work on each order promptly after they are placed. To cancel an order, you must email info@kittycatstix.com within 12 hours of your order being placed and we will process a refund you.

Shipping

What are the shipping times and prices?

Expect your artwork to be ready 2-3 days after you placed your order. We’ll print and ship your order within 1-2 days of you approving your artwork.

US order delivery time: Expect your parcel to take 2-5 working days to arrive from the date it is shipped out.

International orders: Expect your parcel to take 5-10 days to arrive from the date it is shipped out.

All orders are shipping with tracking.

Shipping prices are a flat fee per order:

USA: $7.95
CA, AUS, UK: $9.95
Europe: $9.95
Rest of world: $10.95

Please allow a longer delivery time during seasonal shopping periods.

When will I receive my tracking number?

You should receive your shipping confirmation email and tracking number within 2-4 business days after placing your order. During holidays and sales, it may take as long as 2-7 business days to receive your shipping confirmation.

Why isn't my tracking number working?

Don’t worry, email our support team and we’ll let you know where your order is.

info@kittycatstix.com

Why was my order returned to sender?

Sometimes orders are returned to sender as nobody was home to sign for the parcel.

Other reasons for returned to sender include an incomplete or incorrect shipping address.

We’ll ship it back out to you free of charge. Don’t worry, you’ll get your order!

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