FAQs

How long does shipping take?

• For Hand Drawn - Our team of artists works as fast as they can. Usually, it takes us 2-3 business days to process your order and create the artwork. Shipping takes another 5-7 business days on average. 
• For Build Your Own - Order processing takes 1-2 days and shipping takes another 5-7 business days for final delivery. 
• Please note that processing and shipping times CAN vary during busy seasonal periods (1-3 weeks before holidays)

ATTENTION:To ensure the efficient and timely delivery of your order, we want to clarify that we do not offer or send artwork previews or proofs for any of our Build Your Own Card products. The preview you see when placing your order before adding to cart will be printed exactly as it appears.

*PLEASE NOTE:Shipping may be impacted by carrier delays.

What currency are prices in?

• All prices on our store are denominated in USD.
• Canadian, European, and Australian customers should see currency in their native currency.
  
  

How is the canvas/metal card shipped?

• You will receive the canvas via FedEx/USPS in the mail for domestic orders. And to get your order internationally, we've partnered with FEDEX INTERNATIONAL CONNECT PLUS who will deliver last mile with a carrier in your country.
  
  

What if I am not happy with what I received?

• Please reach out to our Customer Service team at info@pokepetshop.com and we’ll do our best to assist you!
  
  

Will I be charged for changes to my order before/after it's been made?

• For Build Your Own - Unfortunately, we regret to inform you that the preview you see when placing your order will be printed exactly as it appears. Therefore, we are unable to make any changes to it. However, we do offer a 40% off discount to customers who have made a mistake on their initial order and would like to replace an order with correct details. 
• For Hand Drawn - Any changes to the order for hand drawn art, that are made after the 24hr approval timeframe, will be subject to extra charges. If changes are requested within the 24hr window, we will be happy to assist. 
• If WE made any mistakes on your order, please do let us know and we’ll do everything we can to correct it.

We DO NOT offer refunds for any reason while products are IN TRANSIT. We will of course always work with you once you receive the products or before we ship them!

HAND DRAWN CARDS

How long does it take?

Usually it takes us 2-3 business days to process your order and create the artwork.

ATTENTION: 24 HOURS TO APPROVE ARTWORK. It will take us 2-3 days to create your digital artwork. Once complete, we will email you the artwork. You will have the option to request changes or you can APPROVE right away. ANY CHANGE REQUESTS HAVE TO BE MADE WITHIN 24 HOURS otherwise your order will be auto approved by our system.

IMPORTANT: Requesting changes does put your art in the back of the line, so fulfillment does take longer.

Additional charges will apply for revision request after the 24 hour approval time frame, if your canvas was shipped we can provide a reprint of the approved revisioned artwork at a 40% discount. Shipping takes another 5-7 business days on average. 

*PLEASE NOTE: Shipping may be impacted by carrier delays.

What is Shipping Insurance?

This is an additional option that is offered at an additional cost which varies between $3.99-$7.99. 

      What is covered:

• Lost in Transit: Due to carrier delays we consider lost in transit after 12 business days of no tracking update on the Website.
• Delivered, Not Received: This is in the case your order shows it was; however, you did not receive it. (We ONLY approve this coverage after opening an investigation with the carrier and results in the carriers fault ex: delivered to the wrong address)
• Damaged: Damages due to shipping handling

How is the portrait sent?

Your portrait will be sent digitally via email in a high-resolution format, ready to print on a mug, t-shirt, or any item you choose.

If you selected the Canvas/Metal Card/Blanket print option, it will be shipped to your address using a reliable courier, such as Australia Post, FedEx, USPS or DHL. Expect delivery within 5-7 business days after shipping.

What if my canvas arrives damaged?
If your canvas is damaged during shipping, contact our support team immediately for a replacement or suitable solution.

What if I am not happy with my portrait?

Our artists are incredibly talented and always do an amazing job, however, sometimes working from a photo we miss the essence of the person. We are ready to make the revisions you need! There is a limit up to 2 free revisions. After the 2nd revision, depending on the changes, we do charge case by case.

What can I have as my background?

Whatever you want! You just let us know your idea and we will make it happen.

Can I do whatever I want with my portrait?

Yes, absolutely, unlike some we put no restrictions on your portrait, it’s yours to do whatever you want with.

Can you work from more than one photo?

The more photos the better! Just make sure you’re clear about how you’d like your illustration drawn in the picture description and leave the rest up to us 

What quality should the photo I send to you be?

The better quality the photo the easier it will be for our artists to get a more accurate illustration of you on the other side. But don’t worry, we’ll let you know if we’re having any issues.

I have a large group I need doing?

No problem just drop us an email and we can discuss large jobs.

Do you ship orders internationally? If so, how will orders be shipped?

Yes, we ship internationally! To get your order to you, we've partnered with FEDEX INTERNATIONAL CONNECT PLUS. The expected processing time is 2-4 days and another 4-6 business days for final delivery. 

• Also, international customers are responsible for paying customs duties/taxes/VAT to their individual governments when the product arrives at their destination country. 
• Please allow some extra time since orders frequently get held up in Customs. This is no fault of ours or the shipping company. This is up to each individual country's government. 

 Poke Pet Blankets

Everyone has their favorite blankie, if not—this will be it. It comes in two sizes, 30x40in and 60x50in. The 2" stitch makes sure the blanket's borders stay intact. It's made from a super-soft fleece that'll be decorated with your eye-catching designs in picture-perfect quality. Processing times for blankets is 5-7 business days. 

.: Material: 100% polyester
.: Sizes:30x40in & 60x50in 
.: One-sided print
.: 2" stitched edge

What are the payment method do you accept?

We accept all major credit cards and other payment method as follows:

• Amex 
• Apple Pay
• Diners Club 
• Discover
• MasterCard
• PayPal
• Shop Pay
• Venmo
• Visa