FAQ


Can I have more than one pet in a portrait?
Yes! Check out our two-pet portraits here. At this time we are unable to feature more than two pets per portrait.

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

Do you do all pets?
Yes! We have create portraits for unique pets around the world. From cute bunnies to pet birds. 

Shipping Cost (All in USD)

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

USA: $9.95
CA, UK, AUS: $14.95 USD
Europe: $14.95 USD

Global flat rate shipping for phone cases: $6.95 USD



How long does it take?
Most orders are delivered within 2-3 weeks (depending on your location) from the date of your order. Please note, if we reach out for a new photo or you have a request placed after the order is placed, delivery times will be longer.

Will I get a proof?
Unfortunately, we do not have a system setup for this. However, if your photo doesn’t meet our quality standards, we’ll reach out to you for a new one. We want you to love your West & Willow portrait! Be sure to review Image Guidelines here.

May I cancel my order after its been placed?
Due to the custom nature of our product, 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. 

What if I don't like it?
If you're not 100% happy with the final product, contact us and we will help to make it right.

Will only my pet's face be on the portrait? 
Yes! If there are other people in the photo you provide, we will crop them out. Note, if your dog is wearing a collar, leash, bandana or hat, they will also be in the portrait. Please choose a photo of your furry loved one in the same position that you want them to be in on the finished portrait.

What makes a good photo?
1.) Photo is taken in a well lit area.
2.) Close up and head on. This will allow us to get a good crop of your pets face.
3.) Avoid overhead or blurry photos.
Review our Image Guidelines for more information.

Should I know anything about copyright issues?
Yes, we are unable print pet names that contain popular any trademarked brand names. Examples would be a pet named "Chanel" or "Superman." In these cases, we will not be able to print the pet NAME, but can still create a poster featuring your pet's illustration only (without a name on the poster). 

Refund Policy
Due to the customized nature of all of the products we produce at West & Willow, we cannot offer returns. Your custom artwork is designed with care and is entirely personal to you and your pet.

If you are unhappy with your final, we ask that you reach out to our customer service team within 24 hours of receiving your delivery. We will work with you on making things right.

Anything else? 
Shoot us an email at support@westandwillow.com and we'll get back to you within 1-2 business days or less (typically longer during our big sales and holidays).