Frequently Asked Questions
Questions about ordering a custom mug? We've got you covered! Review our handy guide below for our most frequently-asked questions.
Custom Mugs
Do you do animals?
Yes! We create portraits for people around the world. But we can also do portraits of animals, from cute bunnies to pet birds.
Do you send proofs or previews before printing my portrait?
In an effort to get your order to you as efficiently as possible, we do not offer artwork previews or proofs. But don't worry! If your provided photo won't make the best portrait, we’ll reach out to you for a new one. Be sure to review Image Guidelines here .
Can I have more than 3 people in a custom mug?
Yes, you can - as long as it is not more than 6 people since there won't be enough space to draw on the mug.
Can I change my order after it's been placed?
Yes! We are happy to help with changes to your pet portrait order as long as you reach out to support@theportraitsociety.co within 30 minutes hours of your order being placed.
After 30 minutes, most changes, including address updates, can no longer be made. Please note, in some cases, changes to orders may result in shipping delays.
What makes a good photo?
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Photo is taken in a well lit area. Ideally without a filter and in natural lighting.
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Close up and head on, showing as much of the ears, head, neck, and chest as possible. This will allow us to get a good crop of your pets face. Photos of your pet laying down are not ideal.
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Avoid overhead or blurry photos.
Review our Image Tips for more information.
What are limited editions?
We offer limited edition every quarter. Once the quarter has passed, those limited editions will never be available for purchase again. They are truly unique and collectable!
What is a digital download?
We offer a high quality digital file of your completed artwork as an add-on to any physical product. You will receive your file digitally once your order has shipped.
Please note that currently do not offer Digital Downloads as a standalone product.
Returns
Can I return my custom mug if I'm unhappy with it?
Due to the custom nature of these products we produce at The Portrait Society, we are unable to offer returns. Your custom artwork is designed with care and is personal to the photo you provided and your pet.
However, if your order arrived damaged or the artwork isn't quite what you were expecting, please follow these steps:
Order arrived damaged?
Artwork didn't turn out the way you were hoping?
Start by requesting a replacement by sending the photo of the damage to support@theportraitsociety.co and our customer care team will follow up with you. We offer a personal satisfaction guarantee up to 30 days after your order is placed.
Shipping
What are your shipping times?
General shipping timelines:
Within Singapore: We estimate orders to arrive within 1-2 weeks from the date of purchase. You may experience longer shipping times during peak holiday seasons, up to 3 weeks.
International: Coming soon!
Shipping Cost:
We offer FREE shipping on all orders over $100+ in Singapore only.
For orders under $100 in Singapore, we charge $8.50 flat rate shipping.
Am I able to cancel my order after it's been placed?
Due to the custom nature of our custom products, we begin work on each order promptly after they are placed.
To cancel an order, you must email support@theportraitsociety.co within 30 minutes of your order being placed and we will process a refund at our discretion. After 30 minutes, it is not possible to cancel your order.
How do I leave a review?
Your feedback is extremely important to us! To leave a review, click here and scroll to the bottom of the page where you see reviews and click the button that says "Write a Review."