Help
Questions, answered.
Short answers to what people ask us most. Anything else: orders@dearfriend.pet.
Your portrait
Can I include more than one pet?
Yes. Every portrait can include up to three pets: choose 1, 2 or 3 pets when you order. One clear photo of each is all we need.
Which animals do you do?
All of them: dogs, cats, rabbits, horses, birds, guinea pigs, even axolotls. If they're family, they're welcome here.
What photo works best?
One clear, well-lit photo where we can see their face, ideally at their eye level and without filters. Add up to three if you have them; more angles help.
How is my portrait made?
It's a digital artwork, art-directed by one of our artists from your photos and refined until it truly looks like them, then printed on fine-art matte paper and framed.
Can you add an outfit, a setting or their name?
Tell us in the notes (or pick a scene) and our artists will bring it in. For anything you can dream up, choose a Custom portrait.
Your preview and our promises
Do I see it before it's printed?
Yes. Your preview arrives by email within 24 hours of your order.
What if my preview takes longer than 24 hours?
Then your order is free. Ask and we'll refund you in full, no questions asked.
What if I'm not happy with it?
Email us, or tap “Something's not right?” at the bottom of your preview, and our artists will take care of it.
Can I choose how it sits in the frame?
Our artists set every portrait in its frame by hand, and your preview shows exactly how it will look. Want it moved? Just say so.
Will the watermark be on my print?
No. The watermark is only on your preview.
Frame, size and delivery
What size is it?
One size, portrait or landscape: a 16 × 20 in (41 × 51 cm) natural wood frame with a white mount around a 12 × 16 in artwork, acrylic glazing, ready to hang.
How long does delivery take?
Usually one to two weeks after you approve your preview. It's printed and framed close to you, and you'll get tracking by email when it ships.
Do you ship worldwide?
Yes: Australia, New Zealand, the US, the UK and Canada, with free delivery. Each one is printed locally or nearby, and you pay in your own currency.
Will it arrive by Christmas?
Order a Christmas portrait by Friday 4 December (WA, TAS and NT, and outside Australia, by Friday 27 November). Christmas ornaments: order by 23 November.
Can I send it as a gift?
Of course. Enter their address at checkout and we'll send your preview to you, so the surprise stays a surprise.
Orders and extras
Can I change or cancel my order?
Yes, any time before you approve your preview: just reply to any of our emails. Once you've approved it, it goes straight to print.
Can I return it?
Every portrait is made to order, so we can't take change-of-mind returns. If it arrives damaged or isn't right, send us a photo and we'll replace it free.
Can I get the digital file?
Yes. Add the high-resolution file for A$19.95 at checkout, or get it free with any keepsake. We email it once your portrait is ready to print.
Can I get it on a mug, phone case or canvas?
Once you approve your portrait, we'll show it on our keepsakes (a canvas, mug, phone case, and an ornament at Christmas). They're printed and posted separately.
How do I reach you?
Email orders@dearfriend.pet, or reply to any of our emails. A real person answers.