FAQS

General:

How to use my promotion code/gift card?

Applying a promotion code is simple! At Checkout, simply type the code into the box that says "Gift card or discount code" Then, click the button that says "Apply". All promotional codes can only be used once.

 

Are my details safe when ordering online with Paint Your Pet?

We take your personal shopping security very seriously. Every order is processed through a secured checkout system and we are certified Level 1 PCI DSS compliant. The Payment Card Industry Data Security

Standard (PCI DSS) is a security standard for organizations that handle credit and debit card information.

Rest assured, we're always investing resources into the latest online security protection so you can shop safely and securely with us!

 

Custom:

How long does it take to customize?

Time varies from 2 weeks to several months, depending on the order volume and the complexity of the process. Please refer to the product details page, and we will provide an approximate time.

 

Can I customize something that is not on your list?

Of course! We love creativity. Please contact our customer service to inquire.

 

Shipping

How long does delivery take?

Express shipping (DPD, DHL, UPS) 5-12 business days.

International shipping(Royal Mail, DPD, USPS) 12-20 business days. For more details, please see our shipping policy

 

Do you ship overseas?

Yes, we can ship our products to most countries. For more details, please see our shipping policy.

 

How much does shipping cost?

We provide free worldwide shipping for most orders above $69 (For remote areas like Hawaii, we may charge additional shipping fees)
Orders below this amount will be charged shipping as follows:

International shipping---$6.00 USD
Express shipping--$20.00 USD

For more details, please see our shipping policy.

 

Can I update the shipping address on my order?

We can update your shipping address as long as you contact us with your new address before your order is shipped out. If your package has already shipped, we cannot guarantee your order will be shipped to the new address, but we will try our best.

 

How can I track my order?

Once your package ships out, you will receive a shipping confirmation e-mail with tracking information. Or you can go to the TRACK MY ORDER page on our website.

 

Why hasn't my tracking information been updated for a long time?

Tracking information will update automatically as your order is received across borders. Rest assured that your order is in transit and will be arriving soon! Please reach out to our customer service team at service@paintyourpet.com with any additional questions and/or concerns.

 

What should I do if my order says it’s delivered but I haven’t received it yet?

Sometimes the carrier scans the packaged to deliver before the package is out for delivery. Please allow an extra day for the carrier to deliver your order. If you still have not received your order after a day, you can file a claim directly with the carrier or your can reach out to our customer service team at service@paintyourpet.com with any additional questions and/or concerns.

 

Order

How do I cancel my order?

Please get in touch with our customer service team within 24 hours for assistance. We can cancel the order if it has not been shipped out. 

 

My product is faulty or has arrived damaged.

Although this rarely happens. If the item arrive damaged, please contact our customer service in a timely manner and we will issue a brand new item once we confirm the item was defective.

We apologize for your less-than-perfect experience.

 

Can I return my product?

Due to the highly customized nature of all the products we produce at Paint Your Pet, we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet. If the work has not been started and you would like a refund please contact us as soon as possible and we can process a refund if no work has been started. But no quality problems will not be returned once made.