We understand the excitement of receiving your special pet portrait! Our digital design service has a swift turnaround time, typically ranging from 8 to 12 hours. However, during peak seasons digital designs may take up to 24-48hrs but we will let you know in advance if your order will take longer than the usual 12 hours. Once you approve your design, we then commence the production of physical products.

Once your order is printed, we offer standard shipping within Australia, which usually takes 3-5 business days for delivery. If you're eager to get your hands on your masterpiece sooner, we also provide express shipping options at checkout. For precise timelines, please refer to the production and shipping details specified for each product during the checkout process. Your satisfaction is our priority, and we're committed to keeping you informed every step of the way.

Certainly! We understand the importance of personalisation. If you have a specific background colour or font style in mind that isn't listed with our products, please don't hesitate to get in touch with us here. We're more than happy to accommodate your unique preferences and make your portrait truly one-of-a-kind.

For a seamless experience, we recommend reaching out to us with your customisation requests before placing an order. However, if you've already placed an order and would like to discuss customisations, kindly ensure you provide your order number for reference. Feel free to specify your desired background colour in Hex or CMYK for precise matching.

Your satisfaction is our priority, and we look forward to creating a customised masterpiece that exceeds your expectations!

We're committed to delivering top-notch quality! All our digital files are supplied in 300dpi (dots per inch) ensuring they are ready for professional printing. You'll receive your files in a High-Resolution PDF format, and if preferred, we can also supply them as High-Resolution JPEGs. We're flexible, so if you have specific format preferences, feel free to let us know – we're happy to accommodate. Should you require files in alternative formats, just drop us a request, and we'll do our best to meet your needs.

Absolutely! Your satisfaction is our priority, and we want your portrait to be just right. For every order, we send you a digital proof for your review. We understand the significance of capturing your pets, family, or friends in the perfect light. While our experienced team has a keen eye for design, we acknowledge the personal connection you have with the subjects.

Minor adjustments and revisions are part of the process, and we're more than happy to make bespoke touch-ups or clippings to ensure your portrait meets your expectations. Although most of our customers find our initial designs spot-on, we understand the importance of getting it just right when it comes to your loved ones. Your input matters, and we're here to collaborate with you for a portrait that truly reflects the essence of your pets or cherished ones.

We've got you covered! We offer complimentary upscaling services for images to ensure they meet the required 300dpi for printing at the specified sizes. However, it's worth noting that the improvement is subject to the quality of the photos provided.

To help you get the best results, we recommend checking our guide on what makes a good portrait photo [here](insert link to the guide). As part of our process, we'll proof the artwork and if something isn't quite right, we'll let you know. We are committed to delivering a final product that you'll be happy with, and we'll never proceed with printing something that doesn't meet your expectations.

If, after reviewing the proof, you feel the need to change the photo, we're happy to accommodate that request. There is a small fee of $10 once we've started working on an edit, typically within 2-4 hours of receiving your order. If we haven't commenced work, there won't be any charges, so please inform us promptly if you wish to make changes to the image. Your satisfaction is our priority, and we're here to ensure your portrait exceeds your expectations!

We completely understand the importance of your order arriving in perfect condition. In the rare event that your order sustains damage during delivery, rest assured, we've got you covered.

1. Document the Damage: Upon receiving your order, carefully inspect the package. If you notice any damage, please document it by taking clear photos.
2. Contact Us: Get in touch with our customer support team here as soon as possible. Attach the photos of the damaged items and provide your order number for reference.
3. Swift Resolution: Once we receive the necessary information, we'll swiftly work towards a resolution. In many cases, we will replace damaged orders free of charge to ensure you receive a perfect product.

We value your satisfaction, and we appreciate your judgment in those rare instances when things go wrong. Your trust is crucial to us, and we're committed to making things right promptly and to your satisfaction.

We apologise for any inconvenience you're experiencing. While the upload feature is designed to work seamlessly across all devices, if you're encountering difficulties, we recommend trying a desktop and using the Chrome browser for optimal performance.

However, if the issue persists, don't worry – we've got an alternative solution for you. Feel free to send your images to SherlockDesignandPrint@Gmail.com along with your order number. We'll ensure your files are securely received.

Please note that whether you use the upload feature or email, the file size limit is 25MB to ensure smooth processing.

We appreciate your understanding, and we're here to assist you every step of the way. If you have any further concerns, don't hesitate to reach out to our customer support team for personalised assistance.

Adding customisation text is a breeze! When you upload your file, you'll encounter an additional field that prompts you to input your customisation text. Simply enter your desired text in this field. Please keep in mind that you are limited to 50 characters.

If you prefer not to add any text to your portraits, you can leave this field blank. We want your customisation experience to be effortless, so feel free to include any personal touches that make your portrait uniquely yours.

If you have any questions or need further assistance with this process, our customer support team is here to help.