Frequently Asked Questions
When will my items be shipped?
Since every item is custom created and printed once ordered, we require a production time of 2-5 business days, and a shipping time of 2-7 business days. You will receive a tracking number via email when your item ships, so you can track your order for more accurate delivery time. Please note that during November/December, production and shipping times may increase.
Shipping times are calculated with business days, Monday-Friday, not including holidays. If you don't receive your order please contact us at hello@vividpawportraits.store.
How will my items be shipped?
Items may be shipped by various carriers to ensure the quickest delivery. We will email a tracking number so you can follow for an accurate delivery time. Orders with multiple products may ship separately in various packages to get your items to you as soon as possible.
Do you ship internationally?
No, not at this time. We only ship within the USA and do not deliver to PO Boxes.
Can I make a change to, or cancel, my order?
Once an order has been submitted, we can not make any changes. We are not able to change any part of your order. We are not able to cancel an order once it has been placed. Be sure to double and triple-check your items, quantities, and shipping info before hitting submit.
How is the shipping cost calculated for my order?
Shipping has a flat rate of $4.99. You will enjoy FREE shipping for orders over $39!
Why isn't my order going through?
First, make sure that all of the items that are in your cart are still available on the site. If an item that is in your cart has already sold out or has been removed from the site, the order will not process. You can hit remove to delete those unavailable items from your cart.
If you are receiving an AVS error when trying to check out, that means that the billing information, or CVV number on the back of your card, that you have entered during checkout does not match the billing address that your bank or cardholder has on file for that card.
Be sure to use an up-to-date browser, like Google Chrome.
Can I return or exchange my order?
Because we personalize and customize every order, we do not accept returns or exchanges. However, if there is a problem with your order, please contact us at hello@vividpawportraits.store and we will make it right! We want you to be happy and satisfied with your purchase!
What do I do if the item I received is damaged or defective?
If your product arrives damaged or defective, please contact us as soon as possible so we can resolve the problem quickly. We ask that you send your order number, and a picture of the issue. This will help with quality control, and prevent the same situation in the future. Please contact us within 30 days. We aren't happy unless you are happy!
How do I send my pet's photo?
You will upload your photo when ordering. A photo taken with a smartphone will work perfectly! If you have problems, email us at hello@vividpawportraits.store.
How do I take a good pet photo?
We suggest a front facing and close up photo of your pet sitting or standing, in daylight or a well-lit room.
Avoid blurry photos and try to include the entire face and ears.
Can I send a photo of any animal?
Yes, we realize there are a variety of pets and are happy to create a unique product to honor your unique pet!
Can I upload a picture of a person instead?
Yes, you sure can! Pets, people, whatever you would like!
Can I get a different design? I have something in mind....
Yes, please email us at hello@vividpawportraits.store and we can discuss what you have in mind and work something out!
I sent an email, when can I expect a response?
We try to answer our emails as soon as possible within 24 hours, but during the busy holiday shopping season, it could take up to 48 hours.