FAQs

** Please DON'T submit photos you don't want us to use. If you upload the photo, you give us permission to use the photo.**

Is the quality of my photo good enough?

Please follow the guideline below to ensure your photo is of good quality:

~Please make sure that the photo is not blurry, or of low quality. A low quality photo cannot produce a high quality portrait. Ideally photos should be bigger than 1MB (this is especially true for A2 portraits). Photos smaller than 1MB can be used and will be individually reviewed. Please don't submit photos lower than 100KB. 

~Please submit an original photo. Please do not send us a photo of a photo or a screenshot. 

~Pictures taken in good lighting makes a huge difference. Outdoor, indirect sunlight photos are the best as they offer the best natural lighting. Photos in direct sunlight can cause white spots on your pets face which cause undesirable effects. Likewise, photos in dark lighting can causes the same undesirable effects.

~Please submit photos with your pets face nice and clear. Photos taken at eye level with the pet are the best. Please do not submit photos with items covering your pets face. Also, please make sure that your pets is completely within the picture frame. 

~Try and get a nice close up of your pets face. That way we can create a realistic close up portrait showing off their features! Also try and get a photo where your pet is not looking directly at the camera. These slight angled photos often make the best pawtraits.

 

What if I submitted a photo that does not meet your guidelines?

Before we commence work on your portrait, we will perform a quality check on your submitted photos. If the photo is deemed to be of bad quality or not in-line with our guidelines, we will email you and ask for a re-submission. Should we require a re-submission from you, the length of time for you to receive your portrait will be delayed by a few days.

PLEASE NOTE: we will try our best to obtain a better photo of your pet, but if you fail to submit another photo we take no responsibility for the of the quality portrait you receive. We will not offer a refund. It is your responsibility to submit a good, high-quality photo. 

I've placed my order, how long until I receive it?

Typically within 5-7 working days with most orders arriving within 5 working days (times may vary during peak trading). We aim to complete the design of your portrait within 1-2 business days. Printing and assembly of your canvas can add an additional 1-2 business days, while shipping can add an additional 1-3 business days. 

Whoops, I need to make changes. Can I?

Should you require to make any changes, please email us (info@royalpaws.nz) within 4 hours of placing your order. If you request changes after the 4 hours, we cannot guarantee that we will be able to honour them. This is due to the likelihood that our artists have already started working on your portrait. 

Can I cancel my order?

If you need to cancel, please get in contact with us immediately. Cancellation within 4 hours are accepted. If our artist have already started working on your portrait, a cancellation fee of 15% will apply. 

Cancellation outside of the 4 hours is at the discretion of Royal Paws NZ. 

Cancellation once the portrait has been submitted for printing cannot be cancelled under any circumstance. 

I am not satisfied with my portrait.

We are very sorry to hear this! We stand 100% behind all our work and put the utmost amount of effort into creating you a personalised masterpiece. If you feel that your portrait does not meet your expectations, please get in contact with us through email (info@royalpaws.nz) and we will do our best to help. 

Please note: We will review the pictures you submitted. If your submitted pictures did not follow our guidelines, and the dissatisfaction stems from this, there won't be much we can do for you. 

I have changed my mind, can I return my portrait and get a refund?

Due to the nature of this product being personalised, we cannot offer you refunds or exchanges. Refunds will only be permitted in accordance with the Consumer Guarantees Act. 

If you are unhappy, please contact us. 

Have another question?

Contact us through email (info@royalpaws.nz) or Facebook (@RoyalPawsNZ), and we will endeavour to answer as soon as possible!