FAQ

Custom pet portraits

How do I order a portrait?
On the portrait product page, choose your size, upload one clear photo of your pet, and type the name you would like painted on the artwork. That is it.

When do I receive it?
Your portrait arrives by email, usually within a few hours of your order and almost always the same day. It is a digital file, so nothing is shipped and there is nothing to wait for at the door.

What exactly do I get?
One high-resolution file, in the size you chose when ordering: 8x10", 16x20" or A4. It is ready to print at home or at any photo lab.

What photo should I send? Please read this one.
We look at every photo before we start painting, so sending the right one saves you time.
What works: one pet only, head and chest, facing the camera with both eyes visible, in daylight, sharp and in focus. A busy background is fine. A collar, a leash or a toy in the mouth are fine too.
What does not work: full-body shots taken from far away where the head is small, side profiles where you only see one eye, photos where your pet is looking away or upward, very dark or backlit photos, and blurry photos.
If your photo will not produce a portrait you would love, we email you and ask for another one before we paint anything. Your order is safe and nothing is lost.

Can I ask for a change?
Yes. Reply to the email with your portrait and tell us what you would like different, and we will look at it.

Can I get a refund on a portrait?
Because each portrait is custom-made for your pet and delivered digitally, all sales are final. If something is wrong with your file, reply to your delivery email and we will fix it.

How is the portrait made?
Your portrait is created from the photo you send, with the support of artificial intelligence, and checked before it reaches you.

Shipping

How much is shipping?
Shipping is calculated at checkout, and it is free on every order over 49. The digital portrait has no shipping cost at all.

How long does delivery take for accessories?
Orders are processed in 1 to 2 business days, then delivered in roughly 5 to 12 business days depending on the country. You get a tracking link by email as soon as your parcel ships.

Will I pay customs or duties?
No. Duties are already included in what you pay at checkout, and you will not be asked for anything on delivery.

Where is my order?
For a portrait, check your inbox and your spam folder. For accessories, your tracking link arrives by email when the parcel leaves. If you cannot find either, send us your order number and we will look it up.

Orders and payments

Can I change or cancel an order?
Email us right away at order@petolino-shop.com with your order number. If we have not started yet, we will change or cancel it, no problem.

Can I return an accessory?
You have 14 days from delivery to return an unused accessory in its original packaging. Returns must be approved by us before you ship anything back, and return shipping costs, including any customs charges on the way back, are the responsibility of the customer. For hygiene reasons, items that touch your pet directly cannot be returned once opened or used, unless they arrived faulty or damaged.

I received a faulty item.
We are sorry. Email order@petolino-shop.com with your order number and a photo, and we will sort it out with a replacement or a refund.

What payment methods do you accept?
Credit cards and all major secure payment methods, handled safely at checkout.

Contact

How do I reach you?
Email order@petolino-shop.com or use the chat on the site. We reply within one business day, usually sooner.