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Frequently Asked Questions
Please take a look at the sections below to find the answers you’re looking for. If you can’t find what you’re looking for or have additional questions, please don’t hesitate to contact us. We’re always here to help!
Last updated: April 2023
2.Artwork & Production Questions
5. Returns & Support Questions
1. General Questions
How do I place an order?
Choose your product, upload your pet’s photo, select your background and style, then complete checkout, it’s simple and quick.
Can I personalize the portrait with text?
Yes, you can add your pet’s name or a custom message during the ordering process.
What kind of photo should I upload?
A clear, well-lit image with your pet’s face fully visible works best. Natural light and eye-level shots give the best results.
When will I receive my artwork preview?
Previews are sent within 2–5 business days. After your approval (or 72 hours if no response), production begins.
What if I need changes to the preview?
You can request one round of minor edits. Just reply to the preview email with your feedback
What happens if I don’t respond to the preview?
If we don’t hear from you within 72 hours, we’ll move forward with production to keep your order on track.
3. Payment Questions
What payment methods do you accept?
We accept a variety of payment methods including credit cards (Visa, MasterCard, American Express), PayPal, and Apple Pay.
Is my payment information secure?
Yes. All transactions are encrypted and processed through secure, trusted payment platforms
Can I use a discount code?
Absolutely! You can apply your discount code at checkout before completing your order.
4. Shipping Questions
How long does shipping take?
Standard shipping: 3–10 business days (depending on location)
Express shipping: 1–3 business days (available in select regions)
Do you ship internationally?
Yes, we ship worldwide. Estimated delivery times are displayed at checkout.
How do I track my order?
You’ll receive a tracking link by email once your order has shipped.
Do you offer returns or refunds?
Due to the custom nature of our products, we do not offer refunds unless there’s an issue with quality. If something’s wrong, we’ll make it right.
What if my item is lost or damaged?
Contact us and we’ll coordinate a free replacement if your order is lost or arrives damaged.
How can I contact you?
Email us at help@furncanvas.com. Our support team responds within 1–2 business days.
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