FAQs
ORDERING
What photo should I send?
A sharp, well-lit photo taken close to your pet, at their eye level, with the head and chest in frame. Daylight is ideal. Our Photo Guide has good and bad examples. Not sure? Send us your best two or three and we'll pick.
I only have an old or blurry photo. Can you still do it?
Send us the best one you have. A dark photo we can usually work with. A badly blurred one we can't, and we'll tell you that before we take your money rather than after. If you're unsure, email it to support@fawnhouse.com before you order and we'll look at it for you.
Can I have more than one pet in the portrait?
Yes. Pick the listing that matches how many pets you want: one, two, three or four. Each has an upload box and a name field for every pet. The multi-pet prints are landscape, so nobody gets cropped to fit. If you need more than four, email support@fawnhouse.com before ordering.
I forgot to upload my photo. Is my order stuck?
No. Just reply to your order confirmation email with the photo attached and everything carries on as normal.
Can I choose the background?
Every Signature portrait comes with your pick of three flat backgrounds: Bone (soft white), Sand (warm cream) and Charcoal (near black), all included. Dark pets sit best on Bone or Sand. Light and cream pets stand out on Charcoal. The Court portraits have their own painted backdrop, so there's no background choice on those.
What are the add-ons?
Two, both optional. Priority Preview ($10) moves you to the front of the queue and gets your proof back in 24 hours instead of 48. Digital Download ($15) sends you the full-resolution file after approval.
THE PROOF
When will I see my proof?
Within 48 hours of ordering, usually sooner. It comes by email. With Priority Preview it's 24 hours.
What if I want changes?
Reply to the proof email and say what to change. Revisions are free and there's no limit. We'd far rather revise three times than print something you don't love.
What if I don't reply to my proof?
We'll send a reminder the next day. If we haven't heard from you 48 hours after your proof, we'll print it as shown so your order isn't held up. Need more time? Just reply and say so, and we'll wait.
What if I change my mind?
You can cancel within 6 hours of placing your order for a full refund. Our team starts on your portrait soon after the order comes in, so after that we can't promise a cancellation. Just email orders@fawnhouse.com with your order number.
THE PRINT
What exactly am I buying?
Two ways to own the same artwork. On paper it's a giclee print on 230gsm archival matte fine art paper, either unframed or in a solid wood frame with an acrylic front, in black, white or natural.
On canvas it's a 1.5-inch deep gallery wrap, stretched over solid wood and finished on all four sides, either bare or in a floating wood frame. The canvases add gold to that choice. Both are printed in the United States with pigment inks rated past 100 years. Unframed prints ship rolled in a tube. Everything else arrives with the hanging wire fitted.
Paper or canvas?
Canvas has texture and depth and needs no glass, so it reads as a painting on the wall. Paper is finer and flatter and looks its best behind a frame. If you want it to feel like art you commissioned, go canvas.
Which size should I pick?
The smallest suits a desk, a shelf or a gallery wall. Most people choose one of the sizes in between, for a hallway or a bedroom. The largest is for a big wall above a sofa or a bed. Sizes vary between lines, and each product page lists what it offers.
Does it arrive ready to hang?
Canvas arrives stretched and finished on all four sides. Framed prints arrive assembled. Both come with the hanging wire already fitted, so all you need is a picture hook rated for the weight of the size you pick. Unframed prints ship rolled in a tube, ready for a frame of your own.
SHIPPING
How long does delivery take?
Printing takes 2 to 4 business days after you approve the proof, then delivery is 3 to 7. Most orders arrive 6 to 12 business days after you order. You'll get a tracking link by email as soon as it ships.
How much is shipping?
Free on every United States order.
Do you ship outside the United States?
Not yet. US addresses only for now.
OUR WORK
Who makes the artwork?
Our design team, one portrait at a time. Every piece gets checked against your photo before the proof goes out: eye color, markings, and the small things that make your pet look like your pet.
What if my order arrives damaged?
If it turns up damaged, has a printing fault, or doesn't match the proof you approved, email support@fawnhouse.com with a photo of what arrived and we'll reprint it free.