CUSTOM PORTRAIT PERSONALIZED 

At Your Portrait Lab, our products are crafted with meticulous care, tailored to your unique preferences and your beloved pet. This personalized approach means we are unable to accommodate returns. Your artwork is a labor of love and individuality.

If, however, you find yourself less than delighted with the final product, please don’t hesitate to reach out to us. We hold customer satisfaction in the highest regard, and we are committed to ensuring your contentment with the ultimate masterpiece.

In the event that you receive an incorrect product, the wrong size or print, or if your product sustains damage during transit, we will promptly and unconditionally provide you with a replacement. Kindly notify us within 48 hours of receiving your order if this situation arises.

We extend to you the opportunity for unlimited edits to the photo and costume you initially requested. This limitless revision policy is applicable to minor alterations to the artwork. Should you require a more substantial change, such as a new photo or a change in costume or product, you have the option to make one change, either to the photo or the costume, per order. If you wish to use a third photo for your pet’s artwork, or you desire a third costume change, our customer support team can furnish you with an invoice of $10, which covers the creation of the new artwork.

For recent orders that you may wish to cancel due to a change of heart, you can do so within 24 hours. Cancellations requested after this period will be evaluated at our discretion. The reason behind this is that our artists often commence work as soon as your order is placed. In cases where the artwork has already been created and you request a cancellation, a $10 fee will be applied to cover some of the artwork costs associated with your order.

It’s important to understand that the artwork we create is based on the photo you uploaded with your order. You bear the responsibility of submitting a high-quality photo that adheres to our submission guidelines. Low-quality photos may result in a corresponding drop in the quality of the artwork. While we do welcome additional notes on orders for any specific instructions you may have, we are unable to guarantee that all special requests can be accommodated. For instance, we are unable to make edits such as opening or closing a mouth or adding a smile. However, we can certainly address requests like removing red-eye and adjusting eye color.

Please keep in mind that all the examples displayed on our site are derived from high-quality, high-resolution photos. Blurry or low-quality photos may impede our design team’s ability to achieve the high-quality finish you’ve seen on our site.

NON-CUSTOM MERCHANDISE RETURNS

Our commitment to customer satisfaction extends to our clothing and accessories, which are protected by our 30-day return policy. To initiate a return, please contact us via email at admin@vizmage.com. It’s essential to bear in mind that the return shipping costs are the responsibility of our valued customers.

To facilitate a smooth return process, all clothing must be returned in its original packaging, with tags securely attached, and in an unworn condition, completely free from any pet hair.

We’re delighted to offer our customers a complimentary first exchange. However, it’s important to note that you are responsible for covering the shipping expenses associated with returning the original order to us. The item being returned must be in a re-saleable condition, retain its original label, and reach us within 14 days of the delivery service marking it as ‘Delivered’.

NON-CUSTOM MERCHANDISE EXCHANGES

We are pleased to extend a free initial exchange service for all orders. To qualify, the returned item must meet specific conditions: it should be in a re-saleable condition, complete with its original tags and labels, in its initial packaging, and entirely free from pet hair. Additionally, the returned item must reach our warehouse within 14 days of the delivery service marking it as “delivered.”

For a hassle-free exchange process, kindly initiate the process by contacting us at admin@vizmage.com with the subject line ‘Exchange’ and don’t forget to include your order number.

Please be aware that the following items are not eligible for refunds or exchanges:
• Gift cards
• Sale items
• Free gifts
• Clearance items
• Seconds items

OTHER STORE POLICIES

Any claims for misprinted/damaged/defective items must be submitted within 30 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you or your customers notice an issue on the products or anything else on the order, please email admin@vizmage.com

The return address is set by default to the Printful facility, our third party merchandise and print-on-demand provider. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 30 days. If Printful’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.

Wrong Address – If you provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

Printful does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by Customer – Please contact admin@vizmage.com before returning any products. We do not refund orders for buyer’s remorse.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore Your Portrait Lab reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.

DELIVERY

When will I get my order?
Usually, it takes 3–7 days to fulfill an order, after which it’s shipped out. The shipping time
depends on your location, but can be estimated as follows:

● USA: 3–4 business days
● Europe: 6–8 business days
● Australia: 2–14 business days
● Japan: 4–8 business days
● International: 10–20 business days

Where will my order ship from?
We work with an on-demand order fulfillment company with facilities worldwide!

Will I be charged customs for my order?
An additional customs and tax fee can occur on international orders. This fee is not in our control
and is assessed by your local customs office. Customs policies vary widely for every country so
please check with your local customs office directly to see if they apply duties and taxes to your
purchases.

My order should be here by now, but I still don’t have it. What should I do?
Before getting in touch with us, please help us out by doing the following:
● Check your shipping confirmation email for any mistakes in the delivery address
● Ask your local post office if they have your package
● Stop by your neighbors in case the courier left the package with them
If the shipping address was correct, and the package wasn’t left at the post office or at your
neighbor’s, get in touch with us at [insert your support email here] with your order number.
If you did find a mistake in your delivery address, we can send you a replacement order, but
shipping will be at your own cost.

ORDERS

How are your products made?
We work with a print-on-demand drop shipper. They have locations worldwide, so depending on
where you are, your orders are printed and shipped from the facility that can do it most efficiently!

How do I track my order?
You’ll receive a tracking link via email when your order ships out. If you have any questions about
your tracking or shipment, drop us a line at admin@vizmage.com

I received a wrong/damaged product, what should I do?
We’re so sorry if the product you ordered arrived damaged. To help us resolve this for you
quickly, please email us at admin@vizmage.com within a weeks’ time with photos of the
damaged product, your order number, and any other details you may have about your order. We’ll
get back to you with a resolution as soon as possible!