Frequently Asked Questions

Have questions? We have answers.

Shipping & Returns

Do you ship worldwide?

Yes we do! Wherever you are you can have your very own custom pet portrait.

Our delivery times do vary depending on your country though so please take this into account when ordering.

How long does delivery take?

Once you have approved your portrait, your order will be sent to print. Depending on the item you have ordered printing time can vary from 1 - 3 working days.

Below are our estimated delivery times once you have received your shipping confirmation email. Most items are sent via a tracked service which will give a more detailed estimated delivery date. Most orders are fulfilled domestically, but in some cases it will be fulfilled from our international printing facility.

Domestic
2 - 3 working days after approval

International
7 - 12 working days after approval

Can I return my item?

Unfortunately we are unable to accept returns due to the personalised nature of our products.

However if your item is lost in the post or arrives damaged, get in touch and we can arrange for a replacement to be sent out to you as soon as possible.

What is "100% LOVE IT GUARANTEE"?

Satisfied customers are what make us the premier digital drawing site. Your satisfaction is our top priority & we will do everything to ensure that you love your portrait.

Lost Drawing Guarantee

If the drawing is lost by the courier shipping agent, we will send you a new one at absolutely no charge to you.

Drawing Damage

If your drawing arrives damaged, please reach out to us by contacting our customer support. We will print & ship a new one for you free of charge.

How much does shipping cost?

Shipping is FREE to anywhere in the World!

Orders & Payments

Can I cancel my order?

You can cancel your order and receive a full refund up until the point your order has started processing. Due to the personalised nature of our products we cannot offer refunds on items which have already been reviewed by our team.

If your item arrives damaged however we will of course reprint and send a replacement item.

How long does a refund take?

When a refund is issued you will receive confirmation via email.

Please allow up to 10 working days for the funds to be deposited into your account.

I have received an email to upload a new photo!

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

We check everything from resolution, sharpness, distance from pet, angle the photo was taken at and other aspects. Uploading a suitable photo goes a long way to making sure your finished design is as good as it can be.

If for any reason none of your uploaded photos are suitable, our team will send a Request for New Photos. This will be sent via email.

The email contains reasons why your images were not suitable and a handy guide to getting the best possible photos for your design. There will also be a link to send new photos which our team will review once uploaded.

Why was my photo rejected?

After you have placed your order one of our expert team will check over your photos to make sure they meet all the requirements for a quality portrait. This process normally takes 1 working day.

If we have sent a request for a new photo, it is usually for one of the following reasons...

BLURRY OR DARK
Please ensure your photo is sharp and taken in good neutral light. Also try to avoid direct sunlight as this can cast harsh shadows

TAKEN FROM ABOVE
Photos taken down at your pet's eye level always work best

USED A SCREENSHOT
Please use original photos where possible, screenshots are often low quality

AWKWARD POSTURE
Photos taken with your pet at an awkward angle such as laying down or looking over their shoulder are usually not suitable

TAKEN TOO FAR AWAY
We just need your pet's head and shoulders so try not to use a photo taken at a distance

FEATURES ARE MISSING
Make sure we can see all of your pet's face and head and that any large ears are within the frame of the photo

PREVIEWS

Can I see a preview before ordering?

When placing an order, your photo and chosen design are sent to our talented team of digital artists who work tirelessly to blend your pet seamlessly the portrait.

Every portrait is created this way and as such takes time. Due to this we are unable to offer a preview before purchasing.

How long will my preview take?

You should expect to receive a preview within 5 working days of your photos being approved by our team, we will send an email to confirm this.

Or if you have chosen our Express Preview service this is cut down to 2 working days.

You will also receive a more accurate estimated preview date via email and we will keep you updated every step of the way.

Things that may delay your preview...

If your photos have been rejected and we have requested new ones
Changes to your order, such as size or design
Changes to delivery address

Can I make changes to my preview?

Of course! Our drawing is based on photos you submitted. We offer unlimited revisions and our team will work with you to make sure your portrait is perfect as per submitted photos!

When requesting changes please be as detailed as possible in the changes you wish to be made, this helps our team fully understand what they need to do and cuts back on further delays.

Changes requested that is not based on the submitted photos will be rejected / accepted solely at our discretion.

Most changes are completed within 2 working days but extensive changes can take a little longer.

How long does it take for changes to be made to my preview?

If you have received your preview but requested some changes, please allow up to 2 working days for these changes to be made and a new preview sent.

This time can increase depending on the changes requested.

General

What are your operating hours?

Our customer service team are based in Singapore and are open from 9:00am - 5:00pm SGT

We aim to answer all email enquiries within 48 hours.

Can you check if my photo is suitable before I place my order?

If you're not sure you have a suitable photo for one of our designs, you can check our handy detailed photo guide which explains exactly what type of photo is needed. A full photo guide is available from the main menu here

If after viewing the guide you are still not sure, you can email your photos to contact@beezpoke.com and our team will review and let you know if your photos will work.

Can I upload any animal?

We don’t discriminate, we love all animals and can create a custom portrait for just about any species

How is my portrait made?

Our artists will lovingly craft your portrait using a number of different digital techniques to ensure your pet looks at it’s very best. We use professional tools, retouching techniques and photo editing to turn your original photo into a work of art.

Materials wise, we use only the highest quality paper and inks to produce our portraits which is why they look so sharp and vibrant.

Can I include more than one pet?

Of course. We have a range of designs suited towards multiple pets.

However if you can't find something suitable, or have something specific in mind, get in touch and we'll do our best to help.

Will I get to see my artwork before it gets printed?

Absolutely!

We usually aim to send a preview within 5 working days of you placing your order. However this can be longer at busy periods.