Frequently asked questions

Choose a format, upload photos, share your story, and approve twice — once at the concept stage, once at the final. We print and ship after both approvals.

Clear close-ups of your pet's face, taken in good light, with the pet looking at the camera. Multiple angles help your artist capture details.

Yes — each additional pet is +$20. Up to 5 pets in one illustration. Multiple pets can be in the same scene or composed from separate photos.

Two active styles: Soft Watercolor Memories (soft, dreamy — for Everyday, Milestone, and Together moments) and Timeless Oil Memorials (rich, soulful — Memorial-exclusive in Phase 1A). Modern Story Posters launches Phase 1B (Late 2026) — join the waitlist. Sketch & Ink is deferred indefinitely; we'd rather perfect 2 styles than spread thin across 4.

Soft Watercolor Memories (Maya, Sara) — soft pigment washes, dreamy edges, warm light. Best for Everyday, Milestone, and Together moments. Timeless Oil Memorials (Lina, James) — rich oil glazing, quiet depth, late-light gravity. Memorial-exclusive in Phase 1A — used for Senior Love, Last Favorite Place, and Rainbow Bridge. Both are hand-illustrated, never traced. See the artists who paint each style →

Single Print captures one moment in one frame — best for a specific scene (first day home, last quiet afternoon). From $109. Gallery Wall ×3 captures three coordinated moments designed to hang together — best for telling a fuller story (a year, a series of milestones, three siblings). From $289 (saves ~$45 vs three Singles). See Gallery Wall →

Your moment and chosen style determine your artist. Maya Reyes (Soft Watercolor) takes most Everyday moments. Lina Mercier (Timeless Oil) handles Memorial and Senior Love portraits. James Whitford, Sara Lin, and Aiden Park cover Together, Gallery Wall, Story Book, and Modern Story Posters. We assign within 12 hours of your order, and you'll see your artist's name before the concept stage. Meet all 5 artists →

Yes — that's exactly what we do. Tell us about the moment (beach, snow, adoption day, etc.) and your artist will create the setting.

Most orders deliver in 10–14 days. Rush option ships in 5–7 days for +$20. Priority Proof (24h concept turnaround) +$10.

Yes — you can complete your order and email photos within 12 hours. After that, your artist will be assigned and waiting.

Phase 1A is US-only. International shipping (Canada, UK/EU, AU/NZ, rest of world) launches Phase 1B (Late 2026). If you're outside the US, contact us and we'll add you to the international waitlist.

Unlimited. Always free. On both the concept and the final artwork. No tier limits, no fee creep — every revision included until your portrait feels right.

Tell us what you'd change, or ask for a completely new concept. Either is free.

Hi-res artwork preview, side-by-side concept comparison, detail zoom (face, background), room mockup with frame, and final spelling check.

US Standard $9.95 (free over $99). US Rush $24.95 (2–3 days). Phase 1A is US-only — international launches Phase 1B (Late 2026).

US: 5–7 business days standard, 2–3 days rush. Total order-to-door: 10–14 days standard (production + shipping).

Yes — Rush Production +$20 (5–7 day production). Priority Proof +$10 (concept sketch in 24h instead of 2–3 days). Combine both for fastest possible.

Our 30-day Love-It guarantee covers two scenarios: (1) your portrait arrives damaged in transit, or (2) the delivered piece doesn't match what you approved in the final mockup. In both cases, we replace it free at no extra cost. Refunds are available for the same scenarios if you'd prefer money back. Replace/refund rate to date: under 2%. Two approvals before printing keep the risk low. See our full promise →

Before you approve the final mockup, you can cancel anytime — full refund, no questions. Once you've approved the final, we begin printing immediately, so we can't issue refunds for "I changed my mind" after that point. This is why our 2-approval workflow exists: you see the concept (Day 2–3) and the final mockup (Day 7–10), with unlimited free revisions on both. Nothing prints without your green light.

Email a photo to hello@petsoul.com. We'll send a replacement at no cost. No need to return the damaged piece. Typical replacement ships within 5–7 days of your damage report.

3 illustrations of 3 different moments, designed with consistent Soft Watercolor style and palette to hang together. Walnut-Tone Framed Canvas Set from $289. Includes layout guide. See Gallery Wall →

Late 2026 (Phase 2). Story Book is a hardcover layflat book with 3–7 illustrated scenes, archival paper rated 200+ years. Estimated $89–$169. Join the waitlist for early-bird pricing (~15% off + free Linen Cover for first 100 subscribers).

Living Portrait is deferred Phase 1A. We're focused on getting the static hand-illustrated artwork right first. If demand signals are strong, we'll launch Living Portrait Phase 1B+. Email us if you want to be on the LP waitlist.

All frames are made from sustainably-sourced pinewood. Phase 1A offers 4 colors: White, Black, Walnut-Tone (Espresso finish — most popular ⭐), Oak-Tone (Natural finish). The Walnut-Tone and Oak-Tone names refer to the finish color, not the wood type — we don't use solid walnut or oak hardwood. This keeps prices accessible while staying eco-responsible. Museum Glass deferred to Phase 1B+.

Archival giclée canvas (200+ year fade resistance), acid-free, museum-grade. Stretched Canvas Format = Gallery wrap (gallery-wrapped to 1.5"). Framed Canvas = canvas mounted in our pinewood frames.

Avoid direct sunlight for prolonged periods. Dust gently with a microfiber cloth. For framed pieces, the canvas surface is sealed — light damp wipe is fine, no glass cleaner needed.

Per FTC truth-in-advertising rules, we don't call it "Walnut" because it's not solid walnut hardwood — it's sustainably-sourced pinewood with an Espresso finish that produces the walnut tone. The same applies to "Oak-Tone" (Natural finish on pinewood). This naming keeps us honest and the planet happier (pine is fast-growing and renewable). The aesthetic is identical to walnut/oak; the price is much friendlier.

Every PetSoul illustration is hand-illustrated by a verified artist who controls every step — sketch, refinement, color, and final. Your concept sketch and final piece are signed by the artist behind them. Our two-step approval process ensures you see real, artist-made work at every stage before we print.

All review counts and ratings displayed on this site are from verified buyers — no fake reviews, no purchased ratings, no fabricated testimonials. Phase 1A is our launch phase, so review volume is intentionally modest while we build genuine social proof. Browse all reviews →

Yes — add a hand-written gift note at checkout. We can also ship directly to the recipient.

Phase 1A: every order ships in our standard gift-ready packaging at no extra cost (handwritten artist note included). A separate paid gift-wrap upgrade is deferred for now.

Yes — digital gift cards from $50–$300, delivered by email. Recipient creates their own story.