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FREE SHIPPING on Orders Over US$90 | Your Order Helps the SPCA

    Frequently Asked Questions

    Check the most frequently asked questions here, if you still need help, please contact us at support@buddyluna.com

    Custom Pet Portrait

    Yes! We produce portrait for unique animals from all around the globe. From adorable bunnies to pet birds, there is something for everyone. If it's an animal, chances are we'll draw a portrait for you. Please note that we do not yet produce pictures of people (regardless of how adorable you are!).

    To expedite the delivery of your purchase, we do not provide artwork previews or proofs. However, do not be worried! If the picture you supply does not produce the ideal portrait, we will contact you to request a new one. Please check the Photo Guidelines here.  

    1.) The photo was shot in a well-lit location. Without a filter and in natural light, ideally.

    2.) Close up and head on, revealing as much as possible of the ears, head, neck, and chest. This will enable us to get an accurate crop of your pet's face. Laying-down photos of your pet are not optimal.

    3.) Avoid photographs that are taken from above or are fuzzy.

    For further information, please see our Photo Guidelines.  

    No, this shouldn't be an issue. Don't be concerned if there's a lot going on in the background. Obviously, a plain/clear backdrop is preferable. But don't get too caught up in it! It doesn't make much of a difference.

    Yes! We are glad to assist with changes to your pet portrait order as long as you contact support@buddyluna.com within 12 hours of placing your purchase.

    Most modifications, including address updates, are no longer possible after 12 hours. Please keep in mind that revisions to orders may result in shipment delays in certain situations.

    We print on canvas frames of four different sizes. Each frame is gallery-quality and gallery-ready. All canvas frames are 1.25" thick and have a gallery standard depth.

    The frame sizes are as follows:

    8" x 10"

    This is a popular choice for individuals seeking to give a portrait as a gift. Please keep in mind that our 8" x 10" has a slightly different height-to-width ratio than our other sizes, so your costume may not expose as much of the shoulder area as seen in the product pictures on our product pages.

    12" x 18"

    A fantastic mid-sized canvas that will look wonderful in entry halls, living rooms, bedrooms, and, of course, over your pet's bed!

    16" x 24" 

    This is our favorite size. This is our original size and has been a regular best-seller among pet owners all around the globe. This size is unbeatable; it's a beautiful huge print that allows you to view the nuances of your photo up close. This one is fantastic!

    20" x 30" 

    What more can we say, this one is HUGE!

    We're sorry, but we can't add accessories, additional backdrop colors, or other parts to your selected outfit. We are really pleased of our work and strive to keep it consistent.

    If you ask, we can occasionally take away tears, sleep, and drool, but we cannot guarantee it. We are unable to make big changes such as opening a closed lips or adding floppy ears.

    However, if your pet is wearing an item in the original photograph, we will always make an effort to add it.

    The same is true for collars - we remove collars for practically all costumes, but for those that reveal some neck, it's always better if you offer a picture of your pet without a collar.

    We are currently unable to modify the background colors for you. If you have a really dark pet and are concerned that they would not show up on a black backdrop, we would recommend choosing a different costume.

    If your picture is in black and white, we will automatically adjust our costume to match your pet's photo. It is important to note that we do not and cannot add color to black and white photos.

    Please be aware that if you send a black and white picture, we will not grant a refund when you get a black and white portrait.

    Customer Support / Payment Methods

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

    If you wish to pay in installments, we also offer Klarna to our US & Canadian customers.

    You can expect to hear back within a couple of hours.

    Please wait 24-48 hours for a response during peak times (such as the Christmas shopping season).

    Returns

    Due to the custom nature of the products we produce at Buddy & Luna, 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.  

    If you have made an order and have changed your mind, you may cancel it within 12 hours. If 12 hours have passed, we will issue the cancellation at our discretion. This is because our artists often begin working as soon as you make your purchase. If your artwork has already been created and you choose to cancel, we will charge a $10 cancellation fee to offset part of the expenses associated with your order's artwork.

    Is there anything missing from your order? A digital download file never arrived?

    Orders containing multiple customized products may be shipped separately. Check your tracking email for additional tracking links. If you're still having problems finding a missing item, our customer service staff will assist you immediately.

    Even though we take extreme precautions with packaging and handling, your product may be damaged after it leaves our hands in rare situations.

    Please submit images of the damage to support@buddyluna.com within 48 hours of receiving your item, and we will work quickly to get you a replacement.

    Please keep in mind that we are unable to provide retroactive discounts. If you forgot to submit your unique discount code at checkout, please contact our staff as soon as possible so that we can find a solution for you.

    Shipping

    USA: We estimate orders to arrive within 2-3 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 4 weeks.

    UK, AUS, Canada & Europe: We estimate orders to arrive within 2-4 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 5 weeks.

    Shipping Cost

    We charge a flat rate shipping (all prices in USD):

    USA: $10

    Canada: $15 

    Europe, UK, Australia: $20

    Learn more about shipping here

    Depending on what you ordered, your order may arrive in separate parcels. Although in most cases, all items will be packaged together.

    Yes, all orders are shipped with tracking. Once your item has been created and is ready to ship, you will receive the tracking number, as well as delivery updates, via email and/or text.

    Depending of your shipping address and the chosen product, your order will be shipped from one of the following locations:

    United States : Arizona, California, Kentucky, Maryland, New York, Pennsylvania or Texas

    Australia

    Canada

    Spain

    United Kingdom

    You should be able to determine the 'from' location once you receive your tracking number.