Contact us

Order questions? Need a second opinion on a photo? Have a funny dog or cat meme to share? Review our in depth FAQ page here or reach out to us below at support@westandwillow.com and we’ll be in touch within 1-2 business days.

Frequently Asked Questions

Questions about ordering a pet portrait? We've got you covered! Review our handy guide
below for our most frequently-asked questions.

Holiday Gifting 2022

2022 Holiday Shipping guidelines coming soon!

We are unable to add santa hats or accessories to your pet portrait. The only product we offer this on is our holiday limited edition mugs.

The only time we offer expedited shipping is after our standard shipping deadline has passed. You will see this option advertised on our website.

We are unable to include gift notes in your package at this time.

Pet Portraits

Yes! We 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 . If you would like more than 3 pets in a single portrait, please reach out to our support team at support@westandwillow.com to help.

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 to your pet portrait order as long as you reach out to support@westandwillow.com within 30 minutes of your order being placed. 

After 30 minutes, most changes, including address updates, can no longer be made.  Please note, in some 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, showing as much of the ears, head, neck, and chest as possible. 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 custom portrait's 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 these 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. 

This depends on whether it is an International or a Domestic order. All orders within the U.S. are considered domestic orders and they are shipped and delivered within 2-5 business days. Please see International Orders for more details.

We accept PayPal, Visa, MasterCard, Discover, and American Express but feel free to contact us for other payment options.

We will send tracking information to the e-mail address associated with your order once the item has shipped.

When ordering as a gift for someone, be sure to enter in your email address to receive all summary information but enter in the recipient’s name and shipping information. We will be sure to keep all prices and receipts out of the package.

Shipping

Shipping Times

USA: We estimate orders to arrive within 1-2 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 3 weeks.

UK, Australia, Canada & Europe: We estimate orders to arrive within 2 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 4 weeks.

Shipping Cost

We offer FREE global shipping on all orders over $100+.

For orders under $100, we charge $10 flat rate shipping to the US, UK, CA, and AUS.

We currently ship to the USA, Canada, UK, Australia, and select European countries.

We offer FREE global shipping on all orders over $100+.

For orders under $100, we charge $10 flat rate shipping to the US, UK, CA, and AUS.

We currently ship to the USA, Canada, UK, Australia, and select European countries.

Due to the custom nature of our portrait products, we begin work on each order promptly after they are placed.

To cancel an order, you must email support@westandwillow.com within 30 minutes of your order being placed and we will process a refund at our discretion. After 30 minutes, 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. 

If you ordered any of our Vegan Leather pet accessories, please expect these to be delivered 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."

2022 Holiday Shipping Cut offs coming soon!