FAQs

Check most frequently asked questions here, if you still need help then please contact us at info@dogpurple.com.

Custom Pet Portrait

We can design a portrait for any animal no matter the species or the breed. So far we're created portraits for dogs, cats, birds, and even humans!

Our artists are incredibly talented and can work with any animal on Earth.

We do not paint from scratch.

We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo retouching as well as a number of complex brush strokes and blending processes to turn your original photo into a pet portrait.

Customer Support

You should expect to receive a response within a couple of hours. 

During busier periods (such as the holiday shopping season), please allow 8 hours for a response.

Right now we don't offer customer support by phone. Please contact us via live chat (if available at the time) or email.

Returns

If you are not 100% satisfied with your purchase from Dog Purple you can return your item(s) for a full refund within 30 days after receiving your product. (Returns must be unused, in the same condition that you received it, and in the original packaging.) 

For our portrait custom canvas, we're proud to offer revisions free of charge, so you can be confident you'll love your portrait. You always have the option to contact us via email at info@dogpurple.com. 

For more information on our return process, please see the Return Policy.

For the vast majority of returns, it takes about 5-10 Business Days for us to get your package at the fulfillment center, inspect your return, process it into inventory, and complete your refund. If the refund is being issued to a credit card, depending on your credit card company, it may take additional 2-10 Business Days after your credit is applied for it to post to your account.

As a Dog Purple customer you have the option of exchanging an eligible item instead of returning it for a refund. You always have the option to contact us via email at info@dogpurple.com, and we will gladly assist you with the exchange process. Our Customer Loyalty Team will respond within 1 business day and more than happy to help!

For more information on our exchange process, please see the Return Policy.

Shipping and Payment

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 15 days of receiving your shipping confirmation email, please contact us at info@dogpurple.com with your name and order number, and we will look into it for you.

Shipping times (custom portrait canvas): 

  • US Standard Orders: 4-7 business days
  • International Orders: 7-15 business days depending on your location. Note that international orders can be delayed due to customs.

Shipping times (all other items): 

  • US Standard Orders: 7-16 business days
  • International Orders: 10-25 business days depending on your location. Note that international orders can be delayed due to customs.

All orders are shipping with tracking. Please allow a longer delivery time during seasonal shopping periods.

Shipping prices are a flat fee per order:

  • USA: 9.99 USD Limited-Time Free Shipping 
  • CA, AUS, UK, Europe: 19.99 USD
  • Rest of World: 21.99 USD 

When you order multiple items at a time, they may be shipped separately so they get to you faster. Due to warehouse locations and product availability, items may be shipped in separate shipments. In this case, you will be provided with two or more tracking numbers.