Shipping and returns

Shipping

Shipping is included in every price, to every country we sell to. Prints are made at the facility nearest to you (United States, Canada, United Kingdom, Europe or Australia) and ship from there.

• Printing and framing: 2 to 5 business days.
• Delivery after that: 3 to 5 business days in the US, usually 5 to 10 elsewhere.
• You receive an email when the print is being made, when it ships (with a tracking link) and when it is delivered.
• Framed prints and canvases ship in separate boxes when ordered together.

Delivery times are estimates. Carrier delays, weather and customs are outside our control and are not grounds for a refund.

All sales are final

Every Framepets print is made to order, for one pet, for one customer. It cannot be resold or restocked. For that reason we do not accept returns, exchanges or cancellations once an order is placed, and we do not refund for change of mind.

Before you pay, you see the exact portrait that will be printed, cropped to the exact size you chose, in the exact frame colour, with six free tries to get it right. What you approve is what we print. A portrait that looks different from how you imagined it, a style you no longer like, a crop you did not check, or a print that looks different on your wall than on your screen are not defects and are not refundable.

Please check your delivery address carefully at checkout. You can correct it from your order page during the first hour after payment. After that the print is in production and an order sent to a wrong or incomplete address is the customer's responsibility. We will not refund or reprint it.

Damaged or misprinted prints

If your print arrives physically damaged or with a printing defect, we will make it right with a free reprint. To qualify, all of the following must be true:

• You report it from your order page within 7 days of the delivery date shown in tracking.
• You provide clear photos of the damage, of the whole print, and of the packaging it arrived in. Claims without photos are declined.
• The damage is to the item itself: a cracked acrylite front, a broken or dented frame, a torn canvas, a visible printing fault. Minor variations in colour, paper texture or frame grain are normal in a handmade product and are not defects.

The remedy for a verified defect is a reprint of the same portrait, size and finish, at no cost. A refund instead of a reprint is at our sole discretion and is only considered when a reprint is not possible. Requests that do not meet the conditions above are declined without exception, so that every customer is treated the same way.

Lost parcels

If tracking shows your parcel as delivered but you cannot find it, check with neighbours, your building, and the carrier first; most parcels marked delivered turn up within three days. If it has not arrived after that, contact us from your order page and we will open a trace with the carrier and send a replacement once the carrier confirms the loss.

Digital files

The 4K digital file is delivered the moment payment is confirmed and cannot be returned. It is not refundable under any circumstances. If the file does not open, email us and we will send it again.

Chargebacks

Every order page keeps a full record: the portrait you approved, the options you chose, the address you entered, and the tracking history. We respond to every payment dispute with that record.

Customs and duties

Prints are produced in the region they ship to, so customs charges are rare. Where a destination country charges import duties or taxes, they are the recipient's responsibility and are not refundable by us.