Frequently Asked Questions
Product Questions
What are GlowingPortraits™?
What are GlowingPortraits™?
GlowingPortraits™ specializes in creating unique, custom portraits of pets, featuring glowing portrait frames. Each portrait is personalized based on your pet's image, name, and chosen background and frame color.
How do I order a portrait?
How do I order a portrait?
To order a portrait, upload a high-quality image of your pet, enter your pet’s name, select a background from our preset options, and choose the color of the frame. Our artists will then create a custom artwork based on your selections.
What file format should my pet’s image be in?
What file format should my pet’s image be in?
For best results, please upload a high-resolution image in JPEG or PNG format. Ensure the image is clear and well-lit for the best outcome in your portrait.
What if I don’t respond to the email with the preview?
What if I don’t respond to the email with the preview?
If we do not receive a response from you within 48 hours of sending the preview, your portrait will be shipped automatically. Please ensure you check your email and spam folder to avoid missing important updates.
Is there a limit to the number of pets that can be included in one portrait?
Is there a limit to the number of pets that can be included in one portrait?
You can include up to 4 pets in one portrait. If you have more pets or specific requests, please contact our customer support team for custom arrangements.
How long does it take to create my portrait?
How long does it take to create my portrait?
Our artists typically take 1-3 days to complete your custom portrait. Once completed, we will send you a preview of the artwork via email.
What happens after I receive the preview?
What happens after I receive the preview?
You will receive an email with the preview of your custom portrait. Please review it carefully and respond to the email with any feedback or approval. If we do not hear from you within 24 hours, your GlowingPortrait™ will be shipped automatically.
What if I don’t respond to the email with the preview?
What if I don’t respond to the email with the preview?
If we do not receive a response from you within 24 hours of sending the preview, your portrait will be shipped automatically. Please ensure you check your email and spam folder to avoid missing important updates.
Can I request changes to the portrait after receiving the preview?
Can I request changes to the portrait after receiving the preview?
We offer unlimited small revisions to your artwork. If you need substantial changes, such as using a different photo, you can change the photo once per order. For substantial changes, a $10 fee will be charged.
Please provide detailed feedback in your response email within 24 hours of receiving the preview. We will make the necessary adjustments before finalizing and shipping your order.
Can I choose a specific background not listed in the presets?
Can I choose a specific background not listed in the presets?
Currently, we offer a selection of preset backgrounds and frame colors. If you have specific requests, please contact our customer support team to see if we can accommodate your preferences.
Frequently asked questions
Shipping Questions
How long does shipping take?
How long does shipping take?
Shipping typically takes 8-14 days from the time your portrait is shipped. You will receive a tracking number once your order is on its way (shipping times exclude clearance/custom delays).
What should I do if I haven’t received my portrait within the estimated shipping time?
What should I do if I haven’t received my portrait within the estimated shipping time?
If your portrait has not arrived within the estimated shipping time, please input your tracking number into the "Order Tracking" tab on our website. For further assistance, please contact our customer support team with your order number. We will assist you in tracking your order and resolving any issues.
What if my portrait arrives damaged?
What if my portrait arrives damaged?
If your portrait arrives damaged, please contact our customer support team immediately with photos of the damage and your order number. We will work with you to resolve the issue, which may include a replacement or refund.
What is the turnaround time for my custom Glowing Portrait?
What is the turnaround time for my custom Glowing Portrait?
The turnaround time for your custom portrait includes several stages:
- Artwork Creation: Our professional artists will take 1-3 days to hand-draw the custom artwork based on your pet’s image and preferences.
- Production: Once the artwork is completed, it will take an additional 1-3 days for our factory to create the custom glowing portrait with your chosen frame and background.
- Shipping: After production, shipping will take approximately 8-14 days from our factory to your address. You will receive a tracking number once your portrait is on its way.
In total, you can expect the entire process to take about 10-20 days, depending on the time required for each stage and shipping duration.
When will I receive my tracking number for my order?
When will I receive my tracking number for my order?
You will receive a tracking number for your order as soon as your order has been shipped.
Frequently Asked Questions
Returns & Refunds Questions
Can I return my custom portrait?
Can I return my custom portrait?
Due to the customized nature of our products, we do not offer returns. However, if you have an issue with your order, please contact us to discuss a resolution.
What should I do if I receive a damaged or incorrect product?
What should I do if I receive a damaged or incorrect product?
If you receive a damaged item, incorrect size, or print, contact us within 48 hours of delivery at info.glowingportraits@gmail.com. We will arrange for a replacement at no additional cost.
How can I cancel my order?
How can I cancel my order?
You can cancel your order within 12 hours of placing it by contacting our customer support team. After this period, cancellation requests will be considered at our discretion. If the artwork has already been created, a $10 fee will apply to cover some of the artwork costs.
What if my photo does not meet the submission guidelines?
What if my photo does not meet the submission guidelines?
If your photo does not adhere to our guidelines, it may affect the quality of the artwork. We cannot offer solutions if the photo quality is poor. For help with your photo, contact us at info.glowingportraits@gmail.com.
How long does it take to process a refund for a damaged item?
How long does it take to process a refund for a damaged item?
If a refund is necessary, we will process it to your original payment method after receiving and inspecting the returned item. Please note that it may take some time for your bank or credit card company to complete the refund process.
Can I return sale items or gift cards?
Can I return sale items or gift cards?
No, we do not accept returns on sale items or gift cards.
How do I know if my return request is approved?
How do I know if my return request is approved?
We will notify you once we have inspected the returned item and approved the refund. If approved, the refund will be processed to your original payment method.
Got more questions?
Contact our support team at: info.glowingportraits@gmail.com
