Frequently Asked Questions

Wondering how to order your custom pet portrait? Explore our frequently asked questions for quick and clear answers.

Can all pets be customized into a portrait?

Absolutely! Petional creates exclusive custom portraits for unique lovely pets worldwide, including rabbits, birds, cats, dogs, and all other beloved pets.
Kind reminder: We do not offer human portrait customization at this time.

Will I receive a design preview before the portrait is finalized?

Yes! We will send the design preview of your custom pet portrait to your email or update it via WhatsApp (+852 5474 7658) within 1-2 working days. Your order number will be included in the email. You may request revisions at any time, and we will adjust until you are fully satisfied.

Can a single portrait include multiple pets?

Yes! You can directly choose the 2-pet or 3-pet package on our store. For portraits with more than 3 pets, please contact our support team at support@petional.com for personalized assistance.

Can you make memorial portraits for pets?

Petional is honored to create memorial portraits for your beloved pets to preserve precious memories. Simply provide a clear photo of your pet, and our team will discuss all customization details with you.

Can I remove the pet's name from the portrait?

Yes! If you do not want the pet's name on the portrait, just leave the name field blank when placing your order.

What kind of pet photos are suitable for customization?

- Use natural light, no filters, to restore real colors
- Close-up front photo with clear ears, head, neck, chest
- Avoid blurry, overexposed, overhead or lying-down photos

Can I modify order details after payment?

- Within 6 hours: All details can be modified
- 6-48 hours: Only shipping address can be changed
- After 48 hours: No modifications allowed
Please contact support with your order number.

Can I cancel my order after placing it?

Orders can be canceled and refunded only within 6 hours of payment. After 6 hours, cancellation is not allowed as production has started.

What is rush production service?

Rush production is a paid optional service that prioritizes your order in the production queue. It only speeds up production, not shipping speed.

Will all items in one order be shipped together?

We try our best to ship together. But products with different production times may be shipped separately. You can check each package status in shipping info.

How long does delivery take?

After you approve your artwork preview, production usually takes 3-5 working days. Tracked shipping usually takes 7-14 working days worldwide. During peak seasons, delivery may take slightly longer.

How much is the shipping fee?

Free worldwide shipping on orders over $49 USD. A flat $10 USD shipping fee applies to orders under $49 USD.

Which countries/region do you ship to?

We currently ship to European countries, the United States, Canada, Australia,Japan,Hongkong and Taiwan.

Can I return the product if I am not satisfied?

Custom products cannot be returned for subjective reasons. But we offer a 100% satisfaction guarantee: contact us within 15 days for re-production, replacement, or refund.

What should I do if the item arrives damaged?

Please send photos of damage and your order number to support@petional.com. We will arrange free replacement once verified.

How long does after-sales processing take?

We will complete re-production, replacement, or refund within 10 working days after verification.

Do you offer promotions or membership benefits?

Earn 1 point per $1 spent; 100 points = USD 5 off. New users get 10 points. We also have refer-a-friend discounts for both you and your friend.

What currencies do you accept?

We accept USD, EUR, CAD, and more. You can switch currency at the bottom of the website.

Are the custom portraits AI-generated?

We use AI only for basic outline assistance. All core design, details, color, and quality control are hand-finished by professional artists.

How can I leave a product review?

Go to the Petional homepage, scroll to the bottom, and click "Write a Review".

How can I contact you?

Email: support@petional.com
WhatsApp: +852 5474 7658
Please include your order number for faster help.