Frequently Asked Questions

Common questions, answered. Try searching for "Photos", "Shipping" and "Delivery" and more!

Pet Portraits

Yes! We have create portraits for unique pets around the world. From cute bunnies to pet birds. Odds are, if it's an animal, we will create a portrait for you. Please note: at this time we do not create portraits of humans (no matter how cute you are!).

In an effort to get your order to you as efficiently as possible, we do not offer artwork previews or proofs. But don't worry! If your provided photo won't make the best portrait, we’ll reach out to you for a new one. Be sure to review Image Guidelines here .

Yes! Check out our two-pet portraits here and three-pet portraits here

West & Willow is honored to create portraits in honor of passed pets. We work with customers to find the perfect photo out of the (potentially limited) photo choices you have. Please contact us if you have any further questions at support@westandwillow.com.

Yes! We are happy to help with changes as long as you reach out to support@westandwillow.com within 12 hours of your order being placed. Since we get started on orders immediately, after 12 hours most changes, including address updates, can no longer be made.  Please note, in rare cases, changes to orders may result in shipping delays.

Yes! We appreciate modern, simple design just as much as you do. If you prefer to have the portrait designed without your pet's name, please write "NO NAME" in the name box.

1.) Photo is taken in a well lit area. Ideally without a filter and in natural lighting.

2.) Close up and head on. This will allow us to get a good crop of your pets face. Photos of your pet laying down are not ideal.

3.) Avoid overhead or blurry photos.

Review our Image Guidelines for more information.

Frame moulding size varies from 1"-1.5" depending on your portrait size.

Poster Size Size with Frame (approx. 1" molding)

8x10 in (20.32 x 25.4 cm) 10x12 (25.4 x 30.48 cm)

12x16 in (30.48 x 40.64 cm) 14x18 (35.56 x 45.72 cm)

18x24 in (45.72 x 60.96 cm) 20x26 (50.80 x 66.04 cm)

We offer limited edition backgrounds every season. Once the season has passed, those limited editions will never be available for purchase again. They are truly unique and collectable! 

We offer a high quality digital file of your completed artwork as an add-on to any physical product. You will receive your file digitally once your order has shipped. 

Please note that currently do not offer Digital Downloads as a standalone product.

Skip the Line is an optional add on to push your artwork to the front of our artist's queue. By moving ahead in our queue, your artwork will be finished and on the way to you quicker than orders without this option. Please note that it does not change the shipping speed or transit time.

Returns

Due to the custom nature of all of the products we produce at West & Willow, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.

If you're unhappy with your artwork, we'll work with you on revisions. We do ask that you reach out to our customer service team within 24 hours of receiving your delivery. 

We begin work on each order promptly after they are placed. To cancel an order, you must email support@westandwillow.com within 12 hours of your order being placed and we will process a refund at our discretion. After 12 hours, it is not possible to cancel your order. 

Something missing from your order? Digital download file never arrived?

Orders with multiple items may ship separately. Be sure to check your tracking email for multiple tracking links. If you're still having trouble with a missing item, our customer support team will help you find it right away. 

Even though we take extra care with packaging and handling, in rare cases your order may get damaged once it leaves our hands.

Please email us photos of the damage to support@westandwillow.com within 48 hours of receiving your order and we will work fast to get a replacement.

Shipping

USA & AUS: Your order will arrive within 1-2 weeks from the date of purchase. During holidays, please allow for extra time.
UK, Canada, Asia & Europe: We estimate orders to arrive within 2-4 weeks from the date of purchase. During holidays, please allow for extra time.

You should receive your shipping confirmation email and tracking number within 5-7 business days after placing your order. During holidays and sales, it may take as long as 7-10 business days to receive your shipping confirmation.

Learn more about shippin
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We offer FREE global shipping on all orders over $100+. For orders under $100, we charge flat rate shipping (all prices in USD):

USA: $10
CA, UK, AUS: $15 USD
Europe: $15 USD

Due to the custom nature of our products, we begin work on each order promptly after they are placed. To cancel an order, you must email support@westandwillow.com within 12 hours of your order being placed and we will process a refund at our discretion. After 12 hours, it is not possible to cancel your order. 

While we always strive to deliver your items together, occasionally one item in your order will be completed ahead of time and shipped out first. For example, if you order a framed portrait and a phone case, the phone case may arrive separately. 

Your feedback is extremely important to us! To leave a review, click here and scroll to the bottom of the page where you see reviews and click the button that says "Write a Review."

Question not answered? Reach out to our customer service team at support@westandwillow.com.