Frequently Asked Questions

My Custom Pet Portrait

How are your portraits made?

Every unique photo works as the baseline for the artists’ portrait rendering. From there, your portrait is individually hand-illustrated and sized to ensure optimal quality for your pet print.

Do you create portraits for all pets or just cats and dogs?

Yes! We are excited to offer custom art for every and all pets, from dogs and cats to rabbits, birds, reptiles, and beyond. If you have a pet, we have a professional digital artist ready to make their portrait come to life.

Do you do human portraits?

Not right now. Our digital artists specialize in animal portraits, so that’s what we’re sticking to for the time being.

Can I have more than one pet in one portrait?

Yes! We totally get that some pets are a package deal and deserve to be represented that way. As a result, we offer portraits that can fit up to as many as three pets.

How do I know if my photo is good enough to use?

Always double-check our photo guidelines so you know what to look for. If you’re working with existing photos, find the shots that are bright, clear, and that show as much of your pet’s head and neck as possible.

We also double-check every photo before the process begins and our team will reach out if the file we receive won’t work for the portrait. It’s best to follow the Barley & Belle photo guidelines to be safe:

- Photograph your pet from the front and make sure their face, ears, and chest are completely visible. The more you can get into the frame, the better. Standing or sitting usually work best!
- Do your pet photoshoot in a spot with lots of light that illuminates their whole body with as little shadow possible. If you can’t get natural light, store-bought is fine!
- Get as close to eye level as you can before you click the shutter button!
- No need for fancy equipment - your smartphone or basic digital camera will do a great job.
- Send the original version of the photo. Adding filters affects how your furry friend’s texture and coloring turn out in the final product.

We are unable to do large edits on photos based on poor lighting or perspective. It’s up to you to make sure the photo you submit is the one you want, and we will do our best to capture your pet in their best light!

If you’re unsure whether your photos are suitable, you can reach out to support@barleyandbelle.com for more information.

Does it matter if my pet photo has stuff in the background?

Nope, it doesn’t matter at all. A bright and neutral background is ideal, but as long as your pet is the focus of the photo, our artists can make adjustments to background elements!

Can I change or cancel my order after it’s placed?

Yes, but only within 12 hours after placing your order. Once the 12-hour window has passed, we cannot guarantee that your order can be modified or cancelled, since an artist may have already started working on it. Based on your order status, we will be able to tell you your options on a case-by-case basis.

How long does it take for my artwork take to get created?

We try to have your artwork created within 2 - 4 days, after which your order gets sent to you for approval.

Can I see my pet portrait before it’s sent for printing?

Absolutely! We offer digital proofs free of charge with every order. As soon as our art team is finished your digital art file, we send it over to you via email for approval. We want to get it just right, so there are unlimited revisions available in this step. Only once you’ve signed off on the artwork do we send your order to print.

Digital proofs allow you to review the art and either approve it or send back edits for coloring and small design changes before printing.

Are the portraits just of my pet’s face?

We can do it all. It’s your choice whether to include just a headshot portrait or a wider view of your pet. You can find the available options in the customization menu as you begin placing your order. Larger and more intricate photos may incur additional art fees.

What kind of editing is available for my pet portrait?

In most cases, our artists can do light cosmetic editing like removing red eye from camera flash, drool, and tears.

We are not able to add elements that aren’t there, like hats and costumes, or change the appearance of your pet’s existing features, like ear shape or whether their mouth is open.

If your pet is already wearing a costume or has a toy with them in the photo, we will always include it and give it the same love in the artwork process!

If I purchased a digital art file, when will I be able to download it?

You’ll typically receive your final digital art file via email around the same time as your tracking number. Our teams try to ensure both the physical and electronic elements of your order are sent together!

If you’ve received your portrait and haven’t received your art file, please reach out to support@barleyandbelle.com so we can make it right.

Can you do pet memorials?

Yes, it is our honor and privilege to preserve the memory of pets that are no longer with us. Our artists work directly with customers who may have limited photo choices to develop the perfect memorial portrait. Reach out to us at support@barleyandbelle.com and we will move through the process together.

Shipping and Payment

How much does it cost for shipping?

We currently offer FREE global shipping on all orders over $100+ USD. For orders under $100, below are our shipping rates (all prices in USD):

Domestic (USA): $9.95
Canada, UK, Europe & Australia: $9.95
The rest of the world: $17.95

How long will it take to receive my order?

Most orders are printed and ready to ship within 1 - 2 weeks. During promotions and peak seasons, this may be longer. Below are the estimated shipping times by country.

US orders:
Shipping within the US typically takes about 3 - 5 business days from the day it was shipped out.

International orders:
Orders shipping to Canada, the United Kingdom and Australia can expect 5 - 8 business days of transit time.
Europe usually takes about 5 - 10 business days.
Everywhere else in the world can take anywhere from 10 - 21 business days for transit.

All orders are accompanied by a tracking number, so you always know where your package is.

Where do you ship to?

We ship worldwide and work with customers around the world every day to create one-of-a-kind pet portraits!

What methods of payment do you accept?

We accept all major credit cards including Visa, MasterCard, American Express, and more. We also accept Visa debit and PayPal online payments.

Can I cancel my order after it has been placed?

Because every art print is custom-made by our design team soon after receiving the photo, we are only able to cancel orders within 12 hours of them being placed.

To cancel your order, email support@barleyandbelle.com within 12 hours of placing your order and we will start the process for you. After the 12-hour window has passed, we cannot guarantee that your order can be cancelled, since an artist may have already started working on it. Based on your order status, we will be able to tell you your options on a case-by-case basis.

Will all of my items ship together?

In most cases, yes! We try to keep all items from the same order together through production and shipping. Sometimes certain items ship separately based on artwork approval and other considerations. In those cases, we will ship items as they are ready at no extra charge.

Will I get a tracking number?

Yes, all orders have a tracking number attached. Barley & Belle will always send your tracking number as soon as it becomes available, so you have access to your shipping information. If you’ve placed your order and haven’t received a tracking number after 15 business days, send us an email at support@barleyandbelle.com and we’ll make it right.

All customers can also opt in to receive parcel updates along the way.

My tracking number doesn’t work! What do I do?

Don’t worry! Sometimes it can take a day or two for the shipping carrier to update the shipping status, but if it still doesn't work, send us an email at support@barleyandbelle.com and we’ll find out what’s up.

What is your production process?

Briefly, our custom pet portraits go through the following steps:

1. We receive your order and the photo is sent over to our graphic artists for review. This ensures your pet’s photo can be turned into a gorgeous digital portrait.
2. Once it’s approved or an updated photo is provided, as needed, the photo stays with the art department and our team creates the digital art file.
3. The portrait is reviewed by our in-house quality team and a digital proof is sent out to you for approval.
4. You’ll receive the artwork proof via email and send back approval or revisions as needed. Any revisions will trigger another proof cycle until the art is just how you imagined it.
5. Approved designs are sent to the prep team to be optimized for printing.
6. Your personalized order is printed, then quality checked again.
7. Once your order passes the final quality check, it’s hand-packed, sealed and shipped!

What is the “Art Fast Track”?

The Fast Track is an expedited shipping option that puts your order at the top of the production list. Your artwork is created first, sent for approval at the front of the line, and ships worldwide as soon as possible! The Fast Track option can be purchased during checkout. Please note that this option does not affect the shipping speed.

My order was marked returned to sender. Will you send it again?

Absolutely! We will re-ship any parcel that is returned to us. If this occurs, please reach out to us at support@barleyandbelle.com to confirm your correct shipping address and contact information.

If we made a mistake on our end, we will refund your initial shipping fee and dispatch your order free of charge. We are unable to offer shipping refunds for customer input errors and typos leading to non-delivery.

Will I have to pay import fees or duties if I live outside the US?

It depends on the location. Since many countries have different import policies, it is the responsibility of the customer to pay any applicable taxes, fees, and duties when the order arrives.

Returns and Refunds

What is your return policy?

Since every Barley & Belle print is custom made, we are not able to accept returns or refunds once it has been produced. If there is a problem or defect with the product, let us know within 48 hours upon receipt by emailing us at support@barleyandbelle.com and we will make it right for you.

While we are not able to offer refunds, in many cases we can replace faulty orders with a replacement free of charge and send it out as soon as possible!

What if I don’t like the portrait?

Our regular quality checks and artwork approval process ensure that every pet portrait comes out exactly how you ordered. If it doesn’t look the way you wanted, reach out to us at support@barleyandbelle.com and our team will help make it right.

To make sure you get the design you want, make sure to check the Barley & Belle photo guide before you start. There are some great tips to make sure the art team has a strong base to work with. A clear, high-resolution photo that is well-lit and that features your pet from the front is your best bet for receiving the design you’re hoping for.

Make sure to check your email regularly after you place an order. The art department will be in touch with your free proof and you’ll have the opportunity to provide small edits and revisions before your order goes to print, free of charge.

Can I cancel my order after I place it?

Because every art print is custom-made by our design team soon after receiving the photo, we are only able to cancel orders within 12 hours of them being placed.

To cancel your order, email support@barleyandbelle.com within 12 hours of placing your order and we will start the process for you. After the 12-hour window has passed, we cannot guarantee that your order can be cancelled, since an artist may have already started working on it. Based on your order status, we will be able to tell you your options on a case-by-case basis.

What do I do if my order arrived damaged?

While uncommon, if you notice any damage or defects to your order, contact us within 48 hours upon receipt at support@barleyandbelle.com so that we can send you a replacement. Be sure to include photos and any supporting documentation in your email so that we may help you faster.

Part of my order is missing. What do I do?

Email our customer support team right away at support@barleyandbelle.com to get the details on every item in your order. This applies to digital proofs, physical products, tracking numbers, and beyond!

My order arrived with the wrong product or size. What do I do?

In the unlikely event that you receive the wrong product or size, our team will work hard to send a replacement order as fast as possible. Get the process started by emailing our customer support team at support@barleyandbelle.com within 48 hours upon receipt and include a photo of the product you received in error along with your order number.

Barley & Belle guarantees a free replacement product for any customer who receives a damaged, defective or misprinted product.

Other Questions

What is your satisfaction guarantee?

Barley & Belle guarantees that every customer who orders a custom pet portrait will receive one that meet and exceeds their expectations. Any customer whose order does not match their order in size, product quality, or in print quality, is entitled to a replacement free of charge.

Pet portraits mean a lot to us, and even more to our customers. If something is off in a customer’s order, we are committed to making it right.

How do I leave a review?

We love feedback almost as much as we love seeing our customers’ smiling faces with their pets. To leave us a public review, click here. To send us private feedback, email us at support@barleyandbelle.com and our customer support team will be in touch.

My question isn’t answered here. How can I get help?

Send us any and all questions to support@barleyandbelle.com and our customer support team will be in touch.

I just contacted you. How long until I can expect a reply?

Our teams typically get to every message within 24 hours. During busier times that might extend to 48 - 72 hours.

Where can I learn more about Barley & Belle?

You can learn more about our story and mission by visiting our ‘About’ page.

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