Frequently Asked Questions



Do you send previews before printing my pet portrait?

Of course! Your preview will be sent to the email address provided during checkout within 3-4 business days.

Does the background of my photo matter?

Background does not matter as we will focus on your pet! What’s most important is that nothing is obstructing the view of your pet (such as part of your pet's ear being cut off by an object) and that you have followed our photo tips

Can you add or remove items from my photo?

We automatically remove collars (unless you ask us not to in the comments section). Other than collars, we cannot add or remove anything to your pet portrait. That said, please leave your request in the comment box as our designers are sometimes able to work their magic!

Will my photo work?

The higher the quality of your photo, the better your pet portrait will turn out!

  • Close up photos that clearly show your pet’s features work best.
  • Photos should be taken outdoors or in a well-lit environment.
  • Take a photo of your pet at eye-level if possible.
  • Sitting or standing poses result in great photos. 

For tips, check out our photo guideline here. You can also email us at hello@gems and we would love to help!

We will be in touch if we believe your photo will not result in a high quality portrait.

Can I send additional photos of my pet so your artists can choose the best one?

Please do! Our artists will review your photos and we will recommend the best one. Please email and put your order number in the subject line.

Do you do other animals other than dogs and cats?

We can create portraits of any animal out there- whether you have a horse, a rabbit or even a bird.

Can I have more than one pet in a portrait? 

Coming soon!

Can I change my order?

Please contact us as soon as possible and we will do our best to accommodate your changes. Email your changes to Please note that we cannot guarantee that the changes can be made if our artists are far into the process. 

No changes can be made after your order has been printed!

Do you accept black and white photos?

Yes but this also means your pet portrait will be black and white as we do not add color.

What are the dimensions of the prints and canvases?

We offer the following:

8” x 10”

12" x 12"

12” x 16”

16” x 24”

Just let us know if you would like different dimensions. We'll see what we can do!


What are the shipping times and prices?

All orders are fully tracked and are $9.99 flat rate.

Free shipping for orders over $100!

Here are the shipping times:

USA: 3-5 working days

CA, AUS, UK: 5-7 working days

Europe: 5-10 working days

Rest of world: 10-15 working days

All orders are shipped fully tracked.

Pet portraits take between 7-21 days total (USA and Canada) *

Processing time: 3-5 days 

Shipping time: 3-7 days

*Please note: The entire processing time is dependent on artwork approval. Also, if we do not hear from you within 72 hours (3 days), we will automatically approve and proceed.

Delivery times can be longer during the holiday season.

Will all my products arrive together?

We ship our products as they are ready so you might experience your order arriving in separate parcels.

Do you ship worldwide?


Do you provide tracking?

Yes you will receive the tracking number via email.

Why isn’t my tracking number working

Just send us an email ( or get in touch via our contact form and a member of our customer service team will look into the status of your order within 24 hours.

Why was my order returned to sender?

Orders will be returned if the shipping address was incomplete or incorrect. Please be sure to provide your complete and full shipping address as we cannot resend for free. 


What’s your refund policy?

We do not offer returns and refunds but we do ensure 100% happiness with your pet portrait. If you're dissatisfied with your artwork, we will issue a refund.

Please note, we cannot emphasize how important good quality photos are. Clear, focused and well-lit photos make for beautiful portraits!

What if I don’t like my portrait?

We 100% guarantee that we will not print or move forward with your pet portrait until you are completely happy with it.

 Can I return my artwork?

As your portrait is customized, we do not accept returns unless you received the delivery damaged.

If you happen to receive the wrong product (incorrect size, print, etc) or your portrait was damaged while in transit, we will definitely replace your item immediately. Just let us know via email or contact form within 48 hours of receiving your order.

Can I cancel my order?

You may cancel your order within 24 hours of checking out. If more than 24 hours have passed, we are unable to guarantee cancellation as our artists begin illustrating once an order is placed.


Your artwork is created based on the photo that you submit. All the portraits on our site were made from high quality and high resolution photos. If you submit a low quality photo (see photo guideline here), your portrait will reflect this.