FAQs

Common Pawcasso Pet Portrait Questions 

Does Pawcasso only do portraits of cats and dogs?

Not at all! We love all animals and will strive our best to accommodate your pet as long as your chosen photo meets our photo guidelines. 

What if I have more than two pets I'd like in one portrait?

We are hard at work building new features and personalisation options onto our website. At this stage, kindly email and contact us regarding your multiple pet portrait and we will work alongside you to accommodate your custom artwork.

For multiple pet portraits, we simply ask that you add a Digital Pet Portrait to your cart for every additional pet that you'd like to have included. All of our products include 1 pet as standard. 

Which photo should I choose to upload?

The photo you choose is super important as your Pawcasso artwork is designed entirely based off the chosen photo you provide at the time. Follow our simple photo guideline here and remember that we will always contact you if there are any issues.

Does Pawcasso do memorial portraits? 

Yes, we would be honoured to create portraits of pets who have passed. Kindly contact us and we'll work with you to choose the photos (which might be potentially limited) to create your memorial portrait.

How long does the digital preview take?

We have a 48 hour turnaround time for digital previews of your chosen artwork which are delivered electronically to your email inbox for your review. If there are any unforeseen delays, we will reach out and notify you beforehand.

What type of changes can I request once I receive my digital preview?

 Changes you can request:

  • Font style of pet name
  • Background colour
  • Visual details (portrait orientation, minor lighting touch-up's etc)
  • 1x New photo request
  • 2x Revisions

Some changes you cannot request:

  • Change of Artwork style (e.g. changing from Watercolour Style to Renaissance Style)
  • Change of pets (i.e. the new photo request differs from the initial pet)

We are here to accommodate as best as we can. If you change your mind about the initial photo you have chosen, please let us know as soon as possible before our digital artists commence on your digital previews. New Photo requests are accommodated once after digital previews are made. Two revisions are also included once digital previews are made to ensure that we are making the best artwork possible of your pets. 

What size can Digital Portrait files print to?

ÔĽŅAll Digital Portrait files are created in high-resolution and can be printed in any size up to A2.

What happens after I approve my digital artwork preview?

For Digital-only orders, your high resolution Pawcasso artwork is delivered electronically via email to your inbox.

For Framed Photo Prints, Photo Prints and Canvas Prints, your orders are sent to production for fulfillment where we carefully package and our courier partners collect your portrait for delivery. Tracking information is sent to you once they become available from our couriers. 

Shipping and Delivery

How long does fulfilment and delivery take?

As a small business, we currently operate on a 7 working day fulfillment cycle.
Once you have approved your digital previews, your order is fulfilled as soon as possible. Dependent on your shipping address and Eskom power-related production delays, your order usually arrives within 3-4 business days on the Eco shipping option and 1-2 business days with the Overnight option after it is fulfilled and packaged.

How much is the delivery cost?

The delivery cost is calculated based on your order and delivery address. We strive our best to negotiate best rates with our network of courier partners to ensure reliability and safe transit of your orders. All orders are shipped using The Courier Guy's Eco and Overnight national options. 

How does the Free Shipping work?

All orders over R499 are shipped free of charge nationwide using The Courier Guy's Eco Local and National option. 

At checkout, shipping and delivery is calculated automatically and will be free if your order is over R499. 

You are also able to select the Overnight Express Shipping option for an additional charge of between R99 and R149 depending on your delivery address. 

When do I receive my tracking number?

Your tracking number for your order is generated and sent automatically to your email inbox as soon as it becomes available from our courier partners. SMS notifications will also be sent by our courier partners to update you every step of the way.

Returns

What happens if my order arrives damaged?

Although rare, slight hiccups do happen to some items during transit which remain out of our control! Rest assured, all orders are securely packaged before transit and if for any reason your artwork arrives damaged, please contact us as soon as you can and we will resolve it for you. 

Will items ship together?

If there are multiple products in your order, we will try our best to ship items together for you however some items might ship and arrive before others. Do not worry as the rest of your items are on their way!

What if my artwork didn't turn out as intended?

If for any reason you are unhappy or not entirely satisfied with your Pawcasso artwork, please let us know as soon as possible and we will try our best to improve our Pawcasso artwork experience until you are 100% satisfied.

Can I return my Pawcasso artwork?

Due to the nature of bespoke custom Pet artwork, we unfortunately cannot accommodate returns as the artwork was designed and produced entirely from the photograph of your pet.

What happens if I need to cancel my order?

Life happens sometimes! Not to worry at all, please ensure that you let us know as soon as possible and preferably within 12 hours before our digital artists commence on your order. 

If you have any questions that have not been answered, please feel free to get in touch with us at hello@pawcasso.co.za or here.