We are glad you asked! Submitting a great photo makes it easier for one of our artists to create your portrait.

Here are some guidelines:

Zoom In at Eye Level:

• Make sure you show the head, neck, and shoulders for an optimal outcome.
  
• Taking a photo at eye level works best. If possible, avoid photos of the pet looking up.

Use Natural Lighting:

• Whether you use good indoor lighting or outdoor sunlight, your picture should feature your pet’s natural color and details.

Avoid Filters and Blurry Shots:

• This helps us deliver a great finished product.

Choose a photo you love.

• We'll use the photo you submit to create the actual
  portrait, so the expression and other details will look like the photo, so choose a photo you love.

If you do not have a perfect photo, we will work with what you have! If we think we can create a better portrait with another photo, we will reach out to you via email.

Yes! Email your photo to hello@samandjack.com or text it to 415-900-4803.

We ship all pet portrait items to the Continental U.S., Canada, and Europe.

Please see our dedicated shipping page for details.

The entire process takes about 10-12 business days. Please add a few days during the busy holiday season.

We'll send you a proof of your pet portrait via email about 3-4 days after you place your order. Once you approve your final proof, you'll receive your items within 6-10 business days. Note revisions to your proof may add to the turnaround time.

You'll receive an email notification when your item ships along with tracking information so you can count down the days to delivery!

Sam and Jack Pet Portrait items are wonderful gifts! Please see our dedicated page for the most up-to-date information.

We typically UPS, DHL, and USPS. All orders are shipped with tracking information, which we send via email as soon as your order ships.

This service will speed up the overall timing of your order by moving the portrait creation to the top of our queue. Please note it will not speed up our shipping partners' delivery time.

We work with different printing partners and items typically ship separately, which is why you may see separate shipping charges for each item. If you order two of a specific item, they will typically be shipped together (and shipping prices are lower).

Absolutely! We want you to be completely satisfied with the pet portrait and will work with you to be sure it’s right. We offer unlimited portrait revisions and will only ship your item after you approve the portrait proof.

Yes! We will remove the background. There is no reason for you to remove the background yourself and including it helps us see the furry sides of your pet's face.

Yes! We typically include a dog or cat’s collar and tag. We are happy to further personalize your portrait by including items unique to your pet. Please add any notes at checkout with your request.

Yes! We can add or edit any ears or any parts that did not make it into the photo, but are part of your pet! We can color correct as needed too if colors are off due to photo lighting.

Yes! Depending on the product, you can include up to about four pets. Since each
portrait is hand illustrated, there is an additional fee for each additional portrait. This is the
case even if you are submitting one photograph with multiple pets.

Yes! We keep all pet portraits indefinitely. All we need is your name and previous order number and can help you with a new order, or place your order online, skip the photo upload step, and add a note at checkout.

Yes! We typically send a mock-up with the portrait so you can see the portrait placement and background color and you are welcome to make any changes before approving the proof.

Yes! People do this all of the time once they see the work of our amazing artists. Contact us and we will assist you with your order.

Pricing is not included with the item shipped.

We work with various printing partners and some can
include a message on the packaging insert and others cannot. Specifically, you
can include a note with all tote bags, pillows (excluding faux suede pillows),
mugs, framed prints, water bottles, travel mugs, wine tumblers, clothing, and
sticker orders. Add a note at checkout or on the proof page, reply to the proof email, or send us an email with your short note.

Yes! A Sam and Jack gift card is great option if you do not have a pet photo or want to let your gift recipient choose the photo for the portrait. You can purchase gift cards here, and if you would like a gift card for a specific item, please contact us. Gift cards are delivered electronically immediately upon purchase and have no expiration date.