FAQ
GOOD TO KNOW
The questions that matter before you order.
What kind of photo should I upload?
A clear, well-lit photo where your pet’s face, expression, markings, and key features are visible works best. Phone photos are completely fine. Avoid heavy blur, very dark images, extreme distance, or photos where important features are hidden.
How long until I receive my artwork preview?
Your first preview is usually ready within 1–2 business days.
Will I see the artwork before it is printed?
Yes. Every physical portrait goes through artwork approval before production. Nothing is printed until you approve the preview.
How many revisions are included?
Every order includes 2 complimentary revision rounds before approval. Corrections to an error we made—such as an incorrect visible marking, eye color, or missing feature—do not count against those rounds. A new source photo, completely different style, or substantial redesign may require the artwork process to restart.
What if my photo is not suitable?
We’ll place the order on hold and contact you with the reason we need another image. You’ll have 7 days to provide a replacement photo. If we’re unable to create a portrait we’re confident in from the photos you can provide, we’ll cancel the order and issue a full refund.
Can I cancel my order?
Yes. You may request a full cancellation and refund at any time before you approve the artwork. Once you approve it and production begins, personalized orders cannot normally be cancelled for change of mind.
Can I return a personalized portrait?
Because every portrait is made specifically for you, change-of-mind returns are not normally accepted after artwork approval and production begins. This does not affect rights that cannot legally be excluded.
What happens if my order arrives damaged or incorrect?
Contact us within 7 days of delivery with your order number and clear photographs of the issue and packaging where relevant. Eligible cases will normally be resolved with a free replacement. If replacement is not possible or appropriate, a refund may be issued.
How long does delivery take?
After artwork approval, production usually takes approximately 2–5 business days. Standard U.S. transit is typically another 3–7 business days, so most U.S. orders arrive around 7–12 business days after approval. These are estimates rather than guarantees.
Where do you ship?
Mellowden is initially focused on customers in the United States. Additional destinations may be available where enabled at checkout. International shipping rates and options are shown at checkout where applicable.
How is the artwork created?
Each portrait begins with the photograph you provide and is prepared using a digital creative workflow. The result is reviewed as artwork before it is sent to you for approval and physical production.