FREE Shipping on all orders | Limited time only!

FAQs

How long will it take to receive my order?

Art creation time:  1-2 business days

Printing & Delivery

  • USA: 5-10 business days
  • UK: 5-10 business days
  • Canada: 5-10 business days
  • Australia: 5-10 business days
  • New Zealand: 5-10 business days

So from the time you place you order, it can take anywhere between 6-12 business days for it to arrive on your door step. This is largely due to fluctuations in order volume.

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

How much does shipping cost?

  • Free to US, UK, Canada, Australia, New Zealand.
  • We do not ship to countries not in the list above

How do I track my order?

As soon as your order has been shipped, you will receive a tracking number via email. We pride ourselves on providing amazing customer service with full transparency about your order status.

If you haven't receive a tracking number after 14 days, please email us at hello@palacepawtraits.nz

Is my photo good enough quality?

Please read our photo guidelines. If it meets these, then yes, it is most likely good enough to use. 

Can I change my photo or my design after I've ordered?

We allow 2 hours for you to change either your photo, or the design you've selected. If you request changes more than 2 hours after you placed your order, we can't guarantee that we can change it. This is because we get our artists working as soon as possible on creating your masterpiece.

To request changes, email hello@palacepawtraits.nz with your order number and your requested changes.

What happens if I'm not happy with the artwork?

If you aren't satisfied with the artwork, we'll review your submitted photo and determine whether or not it met our guidelines. If you didn't follow the guidelines, I'm afraid we will not be able to help you (due to the custom nature of our products). If your photo did meet the guidelines, and it's clear we have made an error in producing your canvas, then we will most certainly address it and send you a replacement.

Can I cancel my order?

If you request a cancellation within 2 hours of placing your order, then yes we will cancel it no questions asked.

If you request a cancellation more than 6 hours after placing your order, then it will only be accepted at our discretion, and you may be subject to a 20% cancellation fee. The only reason we would do this is if we have already had our artists begin working on your masterpiece. 

If an order has already been printed onto canvas, then we will not be able to cancel your order under any circumstance.