Frequently asked questions
Here, you’ll find answers to common questions about our products, services, and policies.
Whether you’re curious about shipping, returns, or product details, we’ve got you covered.
A clear, high-quality photo of your dog’s face works best. However, you’re welcome to email us your photo, and we’ll let you know if it’s suitable.
You’ll receive unlimited revisions when you order from us.
To ensure your photo is suitable, please follow these tips:
Take the photo in good lighting; we recommend doing it outdoors in daylight.
Capture the image at eye level with your pet.
It’s fine if they aren’t looking directly at the camera.
Get close to your pet’s face.
Ensure the photo is clear and not blurry.
Make sure all of your pet’s features are visible and not cut off; if it isn’t in the frame, we can’t recreate it.
Our artists will review photos as orders come in. If there’s an issue, we’ll let you know.
If we request a new photo and you can’t provide one, please note that we won’t be able to issue a refund. You’re responsible for submitting a photo you’re satisfied with.
Keep in mind that submitting a new photo may extend the turnaround time.
If we request a new photo, it’s usually because the original is blurry or dark, so please ensure your photo is sharp and taken in neutral lighting, avoiding direct sunlight to prevent harsh shadows. Photos taken at your pet’s eye level work best. We also prefer original photos over screenshots, as the latter often have low quality. Additionally, photos where your pet is at awkward angles—like lying down or looking over their shoulder—are generally not suitable. We need a close-up of your pet’s head and shoulders, so please avoid images taken from a distance. Finally, ensure all of your pet’s face and head are visible, including any large ears within the frame.
That’s not an issue! We can create artwork for other pets as well.
We’ll send you an artwork proof for your approval within 48 hours. Once you approve it, your artwork will be professionally printed and shipped within 2-5 days.
Absolutely! Our portraits can beautifully feature up to three pets. You can upload pet photos individually; they don’t all have to be in the same image!
At the moment, you can pay with credit card and PayPal.
We ship to most countries, but unfortunately, we can’t ship to Afghanistan, Iran, Iraq, Jordan, Myanmar, North Korea, Russia, Sri Lanka, Syria, Yemen, Algeria, Angola, Burundi, the Democratic Republic of the Congo, Liberia, Libya, Nigeria, Sierra Leone, Somalia, Saudi Arabia, South Africa, South Sudan, Sudan, Togo, Zimbabwe, Cuba, Brazil, Paraguay, Mexico, the United Arab Emirates, Belarus, Bosnia and Herzegovina, Croatia, Moldova, Montenegro, and Serbia.
We charge a flat shipping fee of $5.95 for all orders, regardless of the country.
Personalized or bespoke goods are non-refundable unless they are faulty. If you receive a faulty item, please return it, and I’ll create a replacement for you.
You can cancel your order and receive a full refund as long as it hasn’t started processing. Due to the personalized nature of our products, we can’t offer refunds on items that have already been reviewed by our team.
If your item arrives damaged, we will gladly reprint and send a replacement.
You can enter discount and promotional codes in the shopping cart by typing your code into the discount/promo box and then updating your cart to apply the discount.
We love showcasing our clients’ beautiful dogs, so we occasionally share the artwork we’ve created for them. If you’d rather not have your ‘pet-into-art’ shared, just let us know, and we won’t display it online.
For any other questions, feel free to email us at hello@travisthedog.com, and we’ll do our best to assist you!
