Custom Pet Portrait - Giclée Print

We want to make sure that you are head-over-heels in love with your portrait! If, for some reason, you are not head-over-heels in love with your portrait, please reach out to ella@shop-kat.com and we will happily work through the issue with you!

In most cases, we do not accept returns; however, if your portait arrives damaged, we will make sure that you've got a replacement in no time! Read the instructions below to ensure a successful exchange.  

How to return and replace a portrait that has been damaged during shipping:

1. Within 7 days of receipt, send an e-mail to ella@shop-kat.com explaining that your portrait was damaged in the shipping process. Make sure to attach at least 1 picture of the damaged packaging and 1 picture of the damaged portrait. 
2. Upon contacting ella@shop-kat.com with your replacement request, you will have 2 days to mail the portrait back to us! We do not provide prepaid return labels; however we will ship a new portrait to you at no extra cost and we will refund you for the original shipping cost.
3. When we receive the damaged portrait, we will send a replacement portrait to you lickety split!

• Please return all portraits to:

1000 1/2 E Elizabeth St

Fort Collins, Colorado

80524

USA

Note: Customers who fail to notify ella@shop-kat.com of their intent to return (a) portrait(s) within 7 days of receipt and/or ship the item to the address provided within 2 days of notification will be ineligible for a replacement.

Thank you for your cooperation! Please don't hestiate to send your questions to ella@shop-kat.com!

When will I receive my custom portrait?

My current turnaround time is about 2 weeks.

Furthermore, custom giclée prints are printed to order. Each print is lovingly made with you in mind and takes about 4 days to find its way to us after we send it off for production. We then spare no expense in making sure that your print is beautifully and gingerly packaged so that it finds its way to you in excellent condition.

We ship with USPS First Class and Priority Mail. In most cases, packages are delivered within 3 business days. The total time between purchase and delivery varies between 2 and 4 weeks!

How do I order a custom pet portrait?

1. First, please make sure to read every piece of information provided regarding the product, shipping information, production time, and return policy so that you have a thorough understanding of how this process works!
2. Simply add the custom portrait listing in your desired size, color, and with the correct number of pets to your cart and complete the transaction.
3. Upon completing the transaction, please send 2 photos of the bespoken pet(s) to ella@shop-kat.com. Be sure to include the order number associated with the portrait, which can be found on the page that appears following your transaction submission. 

• Note: high-resolution photographs that provide more detail of the pet(s) will result in pet portraits with higher detail.
• Please include at least 1 photograph from the perspective that you would like the pet(s) to be drawn. 

Please don't hesitate to reach out to ella@shop-kat.com with any additional questions!