SECTION 1: About the Illustration
Q: What is the watercolor illustration style?
A: Every Pawsy Pals portrait is hand-illustrated in a soft watercolor style — think gentle brushstrokes, careful color blending, and a painterly quality that feels warm and personal. It is not a photo filter or an AI-generated image. Each portrait is created by hand, to order, from your pet's actual photo. No two illustrations are alike.
Q: What's the difference between Classic Portrait and Fun Action?
A: Classic Portrait is just your pet — beautifully illustrated in watercolor with nothing added. Fun Action places your pet in a scene that fits their personality: drinking boba, eating pizza, having a coffee, reading a book, or enjoying ice cream. Both use the same soft watercolor style and the same custom illustration process. The only difference is whether your pet is doing something iconic — or simply being themselves (which is honestly enough).
Q: Can you illustrate any type of pet?
A: Yes — dogs, cats, rabbits, birds, guinea pigs, hamsters, and most other pets. If you have an unusual or exotic pet, feel free to contact us before ordering and we'll let you know whether it's something we can illustrate well.
Q: Can I add my pet's name to the case?
A: Yes. You can include your pet's name as part of the customization — look for the name field when placing your order.
Q: Can I have more than one pet on the same case?
A: Each product is illustrated with one pet per case. If you'd like a case for each of your pets, you're welcome to place multiple orders.
SECTION 2: About Your Photo
Q: What makes a good photo for the illustration?
A: The best photos are clear, in focus, and taken from the front or at a slight angle so your pet's face and markings are fully visible. Natural light works best — it helps us capture their true coloring. Avoid blurry shots, heavy shadows, or photos where your pet is very small in the frame. A recent photo that shows their current coat or features is ideal.
Q: Can I submit a photo that has other people or pets in it?
A: Yes. Just note in the order comments which pet you'd like illustrated and we'll focus on them.
Q: What file types do you accept?
A: JPG and PNG both work well. The higher the resolution, the more detail we can capture in the illustration.
Q: How do I submit my photo?
A: After completing your purchase, you'll receive an order confirmation with a link to upload your photo. You can also reply directly to the confirmation email with your photo attached.
SECTION 3: About Orders & Shipping
Q: How long does it take to receive my order?
A: All custom orders are illustrated and shipped within 7–10 business days. Once your order ships, you'll receive a confirmation email with tracking information.
Q: Can I make changes to my order after placing it?
A: Order changes and cancellations are accepted within 30 minutes of purchase. After that window, illustration work may have begun and we're unable to make adjustments. If you need to make a change, email us immediately at help@pawsypals.com with your order number.
Q: How much does shipping cost?
A: Shipping is free on orders over $49. Orders under $49 ship for a flat rate of $5. We currently ship within the contiguous United States.
Q: Do you ship to Alaska, Hawaii, or internationally?
A: At this time, we ship to the contiguous 48 states only. We do not currently ship to Alaska, Hawaii, US territories, or international addresses. We hope to expand shipping in the future.
Q: What if my package is lost or hasn't arrived?
A: If your order hasn't arrived within the expected timeframe, first check the tracking link in your shipping confirmation email. If the tracking shows delivered but you haven't received it, or if there's been no movement for an extended period, please contact us at [contact email] and we'll help you resolve it.
SECTION 4: Returns & Refunds
Q: Can I return or exchange my order?
A: Because every product is custom-illustrated from your pet's photo, all orders are final sale. We're unable to accept returns or exchanges on custom items.
Q: What if my order arrives damaged or incorrect?
A: If your order arrives with a print quality issue, manufacturing defect, or is the wrong item, please contact us at [contact email] within 7 days of receiving it with a photo of the issue. We'll send a replacement at no charge.
Q: What if the illustration doesn't look exactly like my pet?
A: Our illustrators work carefully from the photo you provide and do their best to capture your pet's likeness. Because watercolor is an interpreted art style rather than a photorealistic reproduction, there will always be some artistic expression in the result. Submitting a clear, well-lit, front-facing photo gives us the best chance of capturing what makes your pet uniquely theirs.