Frequently Asked Questions

Question: How long do we receive artwork approval email?
Answer: On average, you should receive an email from Hannah's team within 2-4 business days (weekends and holidays not included) after ordering. This process allows us to work together to create the portrait you really want. Please cooperate with us during the revisions, as this is the time when we can correct any errors. If you are ready to proceed with printing the artwork, just say 'approved' so we can proceed to printing. Always check your spam or junk folder, as some emails may go there.

Question: How long does production take?
Answer: 3-4 business days on average for canvass
*except for the laser-cut personalized metal arts which could take 5-10 business days.

Question: It's been more than 2 days and my order still haven't been shipped. Why?
Answer: Our team of artist doesn't work on weekends. Family time ;) So if you ordered on a Friday past 3pm EST or on a Saturday, please expect it to ship out by Tuesday or Wednesday. 

Question: How long does shipping take?
Answer:

  • For US orders, it takes around 2-3 business days but almost 90% of our packages gets delivered earlier than the estimated delivery date.
  • For Canada, UK & EU: 5-10 business days
  • Rest of the world: 7-14 business days

Question: I made a mistake with my order info, how do I correct it?
Answer: Kindly email us (art@petsonalised.com) within 24 hours as your order has not been shipped yet and is in the production stage. Once the order has been shipped, we can no longer make any changes.

Question: How do I cancel an order?
Answer: Here at Petsonalised, we pride ourselves with our fast order processing and shipment. As soon as an order is placed, our team of beautiful moms immediately prepare it for dispatched. Thus, we can only approve order cancellation requests within the first 24 hours after an order is placed. Just email us at art@petsonalised.com.

Question: I tried to call +1 503 446 2167 but I can't get through
Answer: Please note that our customer service team is only available during regular office hours, Monday through Friday (9am - 5pm Pacific Standard Time).
If you need assistance outside our office hours, please email art@petsonalised.com or click here and we'll get back to you in no more than 12 hours.

Question: How do I track my package?
Answer: You will receive an email with your tracking number and the courier information after the order has been made and shipped out!
To check the status of your order, please visit our order tracking page.
Or message us in Facebook or Instagram, by clicking track my order.

Question: My order has been marked as delivered but I have not received it.
Answer: Please follow these instructions:

1. Double-checking your mailbox (If owned).

2. Sometimes the order get delivered 1 or 2 days after the scheduled delivery. So we please ask you to be patient.

3. You can call the local post office with your tracking number and ask for a more detailed report on your order.