FAQ
WHAT DO YOU DO?
We create unique, custom-made, one of a kind products featuring your beloved pet! We make sure both our designs and products are of the highest quality and affordable at the same time!
So, whether you want to get a unique gift for someone special, celebrate your pet or just get something for yourself - we’re more than happy to help!
HOW DOES IT WORK?
You send us a picture of your pet(s) and our talented team of artists and designers will create a custom illustration of your pet(s) which we’ll then print on any product we offer in our shop after which it'll be shipped to your address!
For more information on what kind of a picture you can send and how it exactly works check out our photo guide here.
WHAT KIND OF PETS DO YOU DO?
That’s easy! What kind of a pet do you have? We love all pets equally and will be more than happy to create an artwork of whichever pet you have!
CAN I HAVE MORE THAN ONE PET?
All orders are one pet per design by default. However, if you have two or three best buddies that you'd like us to print together,
we’ll be happy to do so! Keep in mind that for each pet our artists create, there is an additional fee per pet which you’ll have to select on the product page when purchasing the product.
WILL MY PHOTO BE GOOD ENOUGH?
Don't worry if you're not a professional photographer or if you don’t have any fancy equipment! Most smartphones can take high-quality photos that we can use to create an art piece of your pet! For more information, follow our photo guide here.
CAN I EDIT MY ORDER AFTER IT WAS PLACED?
All changes must be made to an order within 2 hours after the time which it was placed. Keep in mind that we send your uploads to our artists immediately after you’ve made your purchase!
WHERE ARE YOU LOCATED, WHERE ARE THE PRODUCTS MADE?
Super Paws HQ is based in LA! Everything is handmade and designed in the USA.
HOW LONG DOES SHIPPING TAKE?
For CUSTOM pieces: Immediately after you’ve placed an order, your pet's image is sent to one of our artists. Please allow 3-5 days for the design to be completed, and another 3-4 days for the product to be shipped. On average, you can expect 1-2 weeks delivery time from when you’ve placed your order to the time you receive your very own custom-made item. During the peak season, due to high demand, it can take up to 3-4 weeks for the delivery of your item. If in doubt please consult the customer service at help@superpawsonline.com
For Superpaws™ non-custom pieces, delivery takes 3-4 weeks and in peak seasons up to 6 weeks. This is because we quality check absolutely everything, and in high volume periods this takes longer. If you are unhappy with the lead times, please contact one of our representatives and they will refund or cancel your order for you! We want our customers to be happy.
DO YOU SHIP INTERNATIONALLY?
Yes, absolutely! International shipping will be calculated at checkout.
WHAT'S YOUR REFUND POLICY?
Super Paws operates a no returns policy due to the customized nature of our products.
Order cancellations are available before one of our artists starts working your order which can be up to 2 hours after purchase.
Full refunds are available on all defective products, just send us a picture and we’ll make it up to you! Other types of refunds can be issued when the need occurs, but for more information visit our Return & Refund Policy page.
WANT TO BE FEATURED ON OUR SOCIAL MEDIA OR WEBSITE?
If you think your pet would like to be featured on our social media pages or even on our website make sure you either post a photo and tag us or send us one via social media or email: support@flatepic.com