Returns, Refunds & Reprints

Every portrait is custom-printed for one specific pet, and we care about making sure you love what arrives. If something seems off with your order, let us know. We review every concern with care, and there's nothing to mail back.

What's eligible for a reprint or refund

We'll gladly review your request if your order:

• Arrives damaged or defective.
• Has a print or product quality issue.
• Arrived incorrectly due to our error (wrong size, finish, or frame).
• Never arrived or appears to be lost in transit.
• Is significantly delayed beyond the expected delivery window.

Requests must be submitted within 90 days of delivery.

How to request a reprint or refund

1. Email studio@ytheo.com from the address you used at checkout.
2. Include your order number and the reason for your request.
3. Attach a photo of the issue (see the photo tips below).

Our team reviews every request and follows up by email, usually within one business day.

If a reprint is approved, we send tracking as soon as it ships. Because every portrait is printed to order, replacement reprints within the U.S. typically arrive in about 2 to 3 weeks. If a refund is approved, it appears on your original payment method within 3 to 10 business days, depending on your bank.

Photo requirements

For quality, damage, or wrong-item issues, a couple of photos help us review and resolve things quickly:

• The full portrait, with the whole piece in frame.
• A close-up of the issue.
• Taken in good lighting (natural light is best).

What's not eligible

We're unable to offer a reprint or refund when:

• The request is submitted more than 90 days after delivery.
• We can't verify the issue from the information provided.
• The wrong size, finish, or frame was chosen at checkout.
• A detail you approved on screen turns out to have a typo or error.
• The portrait was damaged by misuse or improper care.
• The order simply isn't wanted after delivery.
• The order is still in production or transit within the expected delivery window.

Because each portrait is printed specifically for your pet, we can't accept traditional returns or restock products. But if anything's wrong, we're always happy to review it and find the best resolution.

How we resolve issues

Once we've reviewed your request and shared our decision, the issue is considered resolved under this policy. If you feel the outcome doesn't address your concern, reach out and we'll take another look. We handle every situation individually.

Contact

Something off with your order? Emailstudio@ytheo.com with your order number and a photo. We respond within one business day.