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FAQ

Drawing Your Order

Yes! We can draw any pet you like. We've drawn dogs, cats, horses, bunnies, mice, snakes, spiders, turtles, goldfish, ducks and more!

Yes! You can choose between our one pet, two pet, three pet and four pet canvases here. If you would like a custom number of pets please contact us at support@yourpupstar.com for a quote.

We often create portraits of pets that have crossed the rainbow bridge. We're always able to work with our customers and make this work even if they do not have a clear photo of their pet. Our artists are very talented at what they do! Please contact us if you have any further questions at support@yourpupstar.com

Yes, absolutely! All of our work is hand-drawn by our professional artists meaning we can combine elements from different photos into one MASTERPIECE.

You can upload individual images or a collage and we'll combine your pets on the product for you.

All of our work is hand-drawn by our professional artists meaning we can combine elements from different photos into one MASTERPIECE.

Yes, we charge based on the number of characters in your order whether that's pet or people!

Unfortunately, we cannot send a preview before you have made your order as a lot of time goes into drawing each portrait.

Unlike some of our competitors, we do NOT use any apps to speed up the process of our work which in return, sacrifices the quality of the finished product.

If we offered a preview before purchase we would have a lot of time wasters.

However, we do offer 'free unlimited revisions' which is your guarantee that you will love your order when you receive it!

We email you a preview and you can make as many changes as you want, free of charge. We only print it when you love it.

Don't worry about anything in your photo, we will only your beautiful pets!

Messy rooms, kids, family photos, toys, etc will not be included unless specifically requested otherwise.

Order Process

Yes! We send you a preview with all to ensure you will be happy with the result.

You also get FREE unlimited revisions - we'll work with you until you're 100% happy with the result.

We care about our customers and we care about getting it right.

We often create portraits of pets that have passed away or for someone buying as a gift for a fellow pet lover and will not have access to a wide choice of photos.

Please don't worry about that, as our artists are very talented at what they do - we can always make it work.

If our artist has any issues drawing your order, we will be in touch for more details about the pet.

If you cannot upload a photo to our website, please get in touch with us at support@yourpupstar.com, and we can arrange for you to email the pictures to us.

We can then email you a link to checkout on our website, and the photos/notes from your order can be added later.

- Choose the item you want to order and then click the 'ADD TO CART' button.
- You will then be transferred to your shopping basket, click the 'CHECKOUT' button.
- You will see a 'Discount Code' box in the upper right part of the page.
- You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied.
- Fill in the rest of your details and place your order.

Our artist will typically email you a preview 2-3 days after you have placed an order. However, during busy periods this can up to 7 days.

In a hurry to get your order?
Please contract us at support@yourpupstar.com after you have placed your order and we will push this to the front of the queue.

Shipping Times

USA - 5-7 days

Canada - 5-7 days

Australia - 5-7 days

European Union - 5-7 days

United Kingdom - 5-7 days

Rest of world: 10-14 working days

All orders are shipped fully tracked.

Our Digital Download is for our customers who wish to print their art themselves or use this as a screensaver etc.

Our Digital Download will be emailed to you with the JPEG and PNG files and will also be 300 DPI making it suitable for printing yourself.

If you need any other image formats, please contact us at support@yourpupstar.com after you have made an order and we can arrange this for you.

Yes, absolutely! If you're not 100% happy with your art, we'll refund you, no questions asked.

After all, we've got 1,500+ 5-star reviews for a reason. We care about our customers and we care about getting it right.

Shipping

We offer FREE Shipping!

At the start of 2020, we made the decision to partner with local fulfilment centres around the world to offer faster and cheaper shipping in the USA, Canada, Australia, the UK and EU. This means FREE shipping! :)

You will receive an email with a tracking number as soon as your order has been shipped.

If you cannot find your tracking number please contact us at support@yourpupstar.com

Due to the high volume of orders we receive that are gifts, we no longer include an invoice showing the price in our packaging.

All of our boxes are also unbranded to not spoil the surprise.

Our artist will typically email you a preview 2-3 days after you have placed an order. However, during busy periods this can up to 7 days.

In a hurry to get your order?
Please contract us at support@yourpupstar.com after you have placed your order and we will push this to the front of the queue.

Shipping Times

USA - 5-7 days

Canada - 5-7 days

Australia - 5-7 days

European Union - 5-7 days

United Kingdom - 5-7 days

Rest of world: 10-14 working days

All orders are shipped fully tracked.

Yes, we ship worldwide!

We have print facilities in the USA, Canada, Australia, the UK and the EU.

Your order will be shipped from the closest facility in order to get this to you promptly. This also means you will NOT be charged any customs fees on your order.

At YourPupStar we care about the planet and supporting local communities which is why we partner with local print shops around the world. As a result, this means you get your much faster!

We have print facilities in the USA, Canada, Australia, the UK and the EU.

Your order will be shipped from the closest facility in order to get this to you promptly. This also means you will NOT be charged any customs fees on your order.

If you need to change your shipping address, please contact us at support@yourpupstar.com within 24 hours after placing your order with an e-mail titled "Shipping Address Change" to route to the appropriate department.

Please be advised that your shipping address cannot be revised after the order has shipped. 

Returns

Please refer to our Refund Policy here.

We send a preview of your art to ensure you will be happy with the result. You also get FREE unlimited revisions - we'll work with you until you're 100% happy with the result.

If for any reason, you are not satisfied with your product when you receive it, please contact us at support@yourpupstar.com and we will make it right.

If you change your mind about your order, you must notify us via email at support@yourpupstar.com within 2 hours after placing your order.

We typically start drawing your art not long after your order has been placed to keep up with our demand.

If you notify us after this timeframe, you will be eligible for a store credit minus a $27 fee per character.

Other Queries

Our support email is support@yourpupstar.com

You can also get in touch via our contact us page here.

If you would prefer for us to call you, please email us your phone number and a good time to call you and someone from our team will give you a call back.

Our pricing is based on the number of pets/people and the canvas size.

We also made the decision to focus on quality over quantity.

This means we use premium materials for our canvases and all artwork is hand-drawn by our extremely talented artists.

Unlike some of our competitors, we do NOT use any apps to speed up the process of our work which in return, sacrifices the quality of the finished product.

We've debated using apps to speed this up but we'd rather charge more for a premium, hand-drawn product that you'll be sure to love.

We've had a few customers mention the price but they always say it's worth every penny after they have received it.

We also offer 'free unlimited revisions' to ensure your product is perfect before we print it.

We understand that you may be shopping for someone else, but at this time we cannot include personal notes in or gift wrapping.

But don't worry, they'll be so thrilled with their new custom goodies they won't care what you had to say anyways!

We also no longer include an invoice showing the price in our packaging.

All of our boxes are unbranded to not spoil the surprise.

If you have made an order with us in the past 24 months we can use your artwork on any additional products that pick your fancy!

Click here to get more information about this.

It usually takes our artists 2-3 days to create your artwork and email you a preview. However, during busy periods this can take up to 7 days.

Please make sure to check your spam folder as occasionally the preview will be stuck there.

If you have not received your preview after 7 days please get in touch with us at support@yourpupstar.com

I understand our products are a bit pricey, but we decided to focus on quality over quantity.

This means we use premium materials for our products, and all artwork is hand-drawn by our highly talented artists.

Unlike some of our competitors, we do NOT use any apps to speed up our work which in return sacrifices the quality of the finished product.

We also offer 'free unlimited revisions' to ensure your product is perfect before we print it.

Please be cautious if you come across a company selling similar products for a fraction of the price. We have had countless emails from customers telling us horror stories about how they came across another company selling similar products for cheaper, so naturally, you would go with the company offering the best price. However, these companies either never delivered the product, or if they did, it was much poorer quality than shown online.

If a deal is too good to be true, it most likely is.