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Scroll down to browse our full FAQs, or click below to jump to a specific support topic! If you don't see the answer to your question on this page, please don't hesitate to reach out to us at hello@perkieprints.com!

PLACING AN ORDER CHOOSING A PHOTO PRINT PREVIEWS ORDER COMMUNICATIONS DIGITAL PRODUCTS SHIPPING & RETURNS




Placing Your Order

 


I'm having technical issues while checking out. Please help!

We're sorry to hear about those pesky IT problems! We will get you all sorted out as soon as possible. If you're having trouble checking out, please shoot us an email at hello@perkierprints.com and include the following information:

  • Your order number
  • The problem you're having
  • The photo(s) you uploaded

Can I order just the mini add-on items by themselves?

As a small company of 10 designers who produce everything by hand, we are unable to offer these products on their own because the time, skill, and labor required to make them exceeds the price of such small items. We appreciate your understanding and support as we work to bring our customers high-quality products while fairly compensating our team members for their time and talent! If our current selection of products does not meet your needs, please stay tuned to our Instagram for announcements concerning new products.






Choosing A Photo

Can I email you before I place my order to see if my photo will work?

Absolutely! We're more than happy to take a look at the photos you're thinking about using before you place an order. Email us any time at hello@perkieprints.com with your questions!


I can't decide on a photo! How do I know which photo of my little one will work best?

We work closely with every single customer to help you pick the best possible photo, so go ahead and place your order with your favorite photo! If the photo you upload is already perfect, we'll give you confirmation and a delivery window. If your photo doesn't quite meet our standards, we'll work with you until we find one that does! (We also recommend checking our image upload guidelines before placing your order to learn more about what kind of photos make the best possible Perkie Prints!)


Will the quality of the image I upload affect the quality of my final Perkie Print?

Yes! The photo you provide is the direct basis of our custom artwork, which means that the better your photo is, the better your finished Perkie Print will be. Whenever possible, it's best to avoid uploading screenshots of photos, photos downloaded from social media, or filtered/edited Instagram photos. All of these things can lower the resolution of your photo, which will directly impact the quality of your finished Perkie Print.


Can I have more than one subject in my Perkie Print?

Yes, you can! We can include up to four subjects in a single Perkie Print. Please note that because our designers spend time and effort giving personalized attention to each subject, adding additional subjects to your Perkie Print will cost an additional $30 for each subject added.


Can you include a subject's whole body in a Perkie Print?

When creating portraits with our signature Perkie Prints look, our standard procedure is to focus on a subject's face by cropping the photo to just below their shoulders. However, in circumstances where a photo includes an unusual angle or pose, we can include all or part of the subject's body as needed. If you have a special request regarding this, just let us know!






Print Previews

Can I preview my Perkie Print before it ships?

Yes! After we create your custom portrait, we will send you a watermarked print preview before we print and ship your order. The purpose of the print preview is for you to give us approval on general scale, placement, or other callouts before we proceed with printing and shipping your order. If you would like us to make any small changes, we are happy to accommodate your request! However, you must let us know within two weeks of receiving your print preview. If we do not hear from you within two weeks, we will assume that you do not require any edits, close your order, and ship your Perkie Print as it appears in the print preview we sent.


Can I switch to a different image if I don't like my preview?

Not without an additional redo fee of $30. Due to the time and effort our designers spend creating these individualized custom portraits, we are unable to offer a refund for the custom artwork we have already made for you. For this reason, we work closely with every single customer to help them select a photo that will make the best possible Perkie Print before we begin working on your portrait. If you are unsure about which photo to use, we recommend that you check our image upload guidelines before ordering.


If my pet has white fur, will they show up in the final artwork?

Yes, they will! Whether you have a Maltese pup or a Persian cat, we have lots of experience making your white-haired baby look picture perfect. When we print on a surface that isn't pure white (such as canvas) we will adjust your image to make sure it is easily visible while still looking like your furry friend! If you're worried about how your finished Perkie Print will look, check out our Instagram or our before & after page to see examples of real customers and their finished Perkie Prints of white pets!






Order Communications

How soon can I expect to hear from Perkie Prints after I place my order?

We will do our best to reach out to you via email as soon as possible! The time this takes can vary depending on the volume of incoming orders (particularly around the holidays) but you can usually expect to hear from us within a few days. As a small team of 10 people who do everything by hand, we thank you for your patience and understanding during peak ordering seasons. No matter how busy we are, we work hard to give every single customer in our queue the time and attention they deserve!


I placed my order a few days ago and haven't received an email. What should I do?

First, please check your spam folder. Second, check the spelling of the email address that you submitted when placing your order. We communicate directly with you using that email address. If you're concerned about your order or realize you entered something incorrectly, feel free to reach out to our team any time at hello@perkieprints.com!


Do I need to reply to emails I receive from Perkie Prints?

Yes! In order to make sure that you're completely happy with your custom portrait, it's essential that we receive your written sign-off on certain questions and previews. After you place your order, we will send you an email regarding the quality of your photos. If we do not receive a response from you via email, we will send a few reminders. If we still don't receive any communication from you after these reminders, we will ultimately cancel your order.






Digital Products

What is a digital download and how does it work?

When you order a digital file from us, you will receive a digital copy of your Perkie Prints portrait emailed directly to your inbox. Whether you want to display it digitally or have it printed elsewhere, you are free to use this image for your personal use forever! Our digital files are a great way to take your Perkie Print with you everywhere on your phone, tablet, or computer. They are also a great choice if you have your heart set on a type of printing that we currently don't offer!


If I order a digital file, will it arrive faster than a shipped physical item?

Yes and no. We treat every order equally, so when you order a digital file, your portrait will be placed in the same queue as our other customers. However, when your portrait is complete, the digital file will be sent directly to your email inbox, so you won't need to wait for shipping! We also offer several tiers of rush design fees if you want to upgrade your order's fulfillment speed.


How large can a Perkie Prints digital file be printed?

The default sizing for our digital files is 8in x 10in at 300 dpi. However, if you plan to print your digital file at a scale larger than 8in x 10in, just let us know in your comments at checkout! We are always happy to accommodate your request and format your image for larger printing.






Shipping & Returns

When will I receive my order?

Our normal turnaround is about 10 days, but turnaround times can vary up to 3 weeks during peak holiday seasons depending on the volume of incoming orders. We will email you as soon as we receive your order with an estimated turnaround time based on our current queue. If that estimated delivery window does not meet your needs, we also offer several rush order options at an additional fee.


Can I cancel my order if I realize it won't arrive soon enough?

If none of our normal or rush turnaround times meet your needs, we would be sad to see you go, but we completely understand. From the time we email you with an estimated turnaround time, there is a 24 hour window in which you can cancel your order. Unfortunately, due to the time-consuming nature of custom artwork, we are unable to offer refunds, returns, or cancellations outside of this 24 hour window. To learn more about our cancellation and refund policies, see our full terms and conditions or contact us directly at hello@perkieprints.com.


I need my Perkie Print ASAP! Are rush orders available?

Yes, we can speed up your order for a rush fee! Depending on your needs, we have three different rush order options:

  • 7 DAY RUSH (+$40) Your digital file or print preview will be sent to you within 7 business days of when we confirm your photo selection via email.
  • 2 DAY RUSH (+$70) Your digital file or print preview will be sent to you within 48 hours of when we confirm your photo selection via email.
  • 1 DAY RUSH (+$99) Your digital file or print preview will be sent to you within 24 hours of when we confirm your photo selection via email.
NOTE: Quality is our top priority, even when we're fulfilling rush orders! For that reason, we cannot move forward with your rush order until we receive your written approval of the previews. After your final sign-off on your finished Perkie Print, please allow 2-4 business days for us to complete your order. This includes the time needed to print, frame, package, and ship your Perkie Print!

Where do you ship your products?

We currently ship our physical products anywhere in the continental US and Canada! If you are outside of our current shipping range, we apologize for the inconvenience and assure you that we are working to expand our shipping capabilities. Our digital products, such as digital files and gift cards, can be purchased from anywhere in the world and emailed directly to you!


How much does shipping cost?

Shipping costs are not included in the price of our items and will be calculated at checkout. Exact shipping costs will vary depending on the customer's location relative to our studio in Columbus, Ohio.


Do you offer refunds or returns?

Unfortunately, we are unable offer refunds or returns for our products because they are custom-made for each individual customer. However, we do offer all of our customers unlimited portrait revisions to ensure that you're as happy as possible with your final Perkie Print!


My order was damaged when it arrived. Please help!

We carefully package all of our fragile items, but we understand that sometimes packages aren't always handled with care during shipment! If you have any issues with the shipment you receive from us, please let us know at hello@perkieprints.com and we'll send a replacement for any damaged items.


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