How do I submit my pet's photo after ordering a portrait?

Email your pet's photo to hello@plushtail.com with your order number in the subject line. We confirm receipt within 24 hours.

FAQ

Q: Can I modify or cancel my order after placing it?

Orders can only be modified or cancelled within 24 hours of placing them. Email support@plushtail.com right away.

Q: How long does shipping take?

We process orders within 1–2 business days, then delivery takes 3–5 business days — so you'll receive your order within 4–7 business days total. You'll receive a tracking number by email once your order ships.

Q: What is your return policy?

We offer a 30-Day Hassle-Free Return Guarantee. Contact us within 30 days of delivery and we'll make it right.

Q: How long does a custom portrait take?

Once we receive your photo, your portrait is typically completed in 3–5 business days, then ships within 1–2 additional business days.

Frequently Asked Questions (FAQ)

Last updated: May 2026

Orders & Payments

1. How do I place an order?

Simply browse our store, add your chosen items to the cart, and proceed to checkout. Enter your US shipping address and payment details to complete your purchase.

2. What payment methods do you accept?

We accept all major credit and debit cards (Visa, Mastercard, American Express, Discover), Shop Pay, Apple Pay, Google Pay, and PayPal. All payments are processed securely.

3. Can I modify or cancel my order after placing it?

Orders can only be modified or cancelled within 24 hours of placing them. Once your order has been shipped, we're unable to make changes. Please email support@plushtail.com right away if you need to cancel.

Shipping

4. Do you ship within the US?

Yes! We ship to all 50 US states including Alaska and Hawaii.

5. How long does shipping take?

Most orders are processed and shipped within 1–2 business days. Standard delivery takes 5–10 business days, so most customers receive their orders within 8–14 calendar days of placing their order. Custom portrait orders take an additional 3–5 business days for creation. You'll receive a tracking number by email once your order ships.

6. How much does shipping cost?

We offer free shipping on all orders $49+. For orders under $49, a flat shipping fee applies at checkout.

7. What happens if my package is delayed or lost?

Returns & Refunds

8. What is your return policy?

We offer a 30-Day Hassle-Free Return Guarantee. If you're not completely satisfied, contact us within 30 days of delivery.

9. Which items cannot be returned?

For hygiene and safety reasons: opened grooming products and items showing use cannot be returned. Custom portraits are final sale unless there is an error on our part — but we offer free revisions.

10. How do I request a refund?

Email support@plushtail.com with your order number and reason. We respond within 1 business day.

11. When will I receive my refund?

Approved refunds are processed within 5–7 business days back to your original payment method.

Custom Portraits & Personalized Products

12. What portrait styles do you offer?

We offer four portrait styles:

Watercolor Portrait — Soft, dreamy, impressionistic. The most popular choice. From $49.99.
Classic Oil Painting Portrait — Bold, rich, museum-quality. For dramatic, vivid results. From $69.99.
Watercolor Memorial Portrait — A tender tribute in our soft watercolor style. From $59.99.
Classic Oil Painting Memorial Portrait — Our most premium memorial option. Bold, vivid, deeply detailed. From $79.99.

13. How do I submit my pet's photo?

After placing your order, visit our Photo Submission page and enter your order number along with a shareable link to your photo (Google Drive, Dropbox, or iCloud). We confirm receipt within 24 hours.

14. What makes a good photo for a portrait?

Clear and in focus — well-lit with natural daylight
Front-facing, showing your pet's face and eyes clearly
High resolution (1MB or larger — your phone photo is perfect)

15. How long does a custom portrait take?

Your portrait is completed in 3–5 business days, then ships within 1–2 days. Most customers receive their portrait within 8–14 calendar days of placing their order.

16. What sizes are available?

8×10 in — desk display or smaller wall space
11×14 in — most popular, great for any room
16×20 in — statement piece, ideal for a gallery wall

17. Can I request revisions?

Yes — one free revision included on every portrait order, within 7 days of delivery.

18. Can you paint multiple pets?

Absolutely! Include clear photos of each pet and note this in your order. Multi-pet portraits may take 1–2 extra business days.

19. Do you paint other animals besides dogs and cats?

Yes — rabbits, horses, birds, guinea pigs, and more. If your pet has fur, feathers, or scales, we can paint them.

Products & Safety

20. Are products safe for all pets?

Our products are designed with pet safety in mind. Always supervise your pet during use and discontinue if any discomfort occurs.

21. How do I choose the right size?

Each listing includes a size guide. When in doubt, size up — especially for beds and harnesses. Email us if you need help.

General

22. Do you offer discounts?

Sign up for our newsletter for 10% off your first order. Use code WELCOME10 at checkout for 10% off your first purchase. Use code BUNDLE10 for 10% off any bundle order.

23. How can I contact support?

Email support@plushtail.com or use our Contact page. We respond within 24 hours, Mon–Fri, 9am–6pm EST.

Still have a question? Email us at support@plushtail.com — we respond within 24 hours.