FAQ's
Q: What kind of artwork do you create?
A: We create custom watercolor-style digital portraits of your pet, based on a photo you upload. Each piece is hand-drawn digitally, then printed on high-quality canvas and shipped to your door.
Q: Can I see a preview before it’s printed?
A: Yes! We’ll send you a digital proof by email. You’ll have the chance to approve it or request small changes before we send it to print.
Q: How long does it take to receive my portrait?
A: Turnaround time is typically: 1–3 business days to receive your proof & 3–7 business days for printing and shipping after approval
Q: What kind of Pictures are best?
A: Clear, well-lit photos with your pet facing forward (or slightly to the side) work best. Avoid blurry, shadowy, or heavily filtered images.
Q: How Many Pictures Can I Upload?
A: It is ideal to stick to your 10 best photos.
Q: Can I include more than one pet?
A: Yes! You can add additional pets for a small fee. Just make sure to upload one photo per pet, or a clear group photo.
Q: Can I request a specific background?
A: At this time, we offer a minimalist watercolor backgrounds. Custom backgrounds may be available soon — stay tuned!
Q: Where do you ship?
A: Only in the USA
Q: What if I want to give this as a gift?
A: Absolutely! You can ship directly to someone else, and we offer gift note options at checkout. Gift wrap is available on select canvas sizes.
Q: What if I need changes after it’s printed?
A: Once a portrait is printed and shipped, we can’t make changes. That’s why we send you a proof first — be sure to check it carefully before approving!
Q: What If I Receive My Item And It Is Broken or Not Functional?
A: Oh no! We’re sorry to hear that your custom merch is damaged. Don’t worry, we’re here to help! Follow these simple steps to get it sorted out:
- Snap Some Photos: Take clear pictures of the damaged item and the packaging it came in. This helps us understand what went wrong and speeds up the process.
- Reach Out to Us: Contact us at info@bestfriendsmerch.com within 30 days of receiving your item. Please include the photos and a brief description of the damage.
- Wait for Our Response: We’ll review your claim and get back to you as soon as possible. If the damage is confirmed, we’ll arrange for a replacement or a full refund.
- Keep Everything Handy: Hold onto the damaged mug and all the packaging until we’ve resolved the issue. Sometimes, we might need you to send it back to us.
We’re committed to making sure you love your Best Friends Merch, so we’ll do our best to make things right! Thank you for your patience and understanding.
Q: I don't like the design on my product anymore, can I return it?
A: Due to the personalized nature of our custom-made items, all sales are final. This means that once your order is placed, it cannot be returned or refunded. We appreciate your understanding and encourage you to double-check all details before finalizing your purchase.
Q: What payment methods do you accept?
A: We accept all major credit cards, PayPal, Shop Pay, Apple Pay, and more — all securely processed through Shopify.
If you have any issues or concerns with your custom-made items, please don't hesitate to contact us. We are committed to ensuring you are happy with your purchase.