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Need help?

If you have an issue or question that requires immediate assistance, click the button below to chat live with a customer service representative.

Please allow 6 to 12 business days from the time your package returns to us for a refund to be issued.

Information about Custompaws

1. What kind of products does Custompaws offer?

Custompaws offers a range of personalized products including posters, frames and pet accessories.

2. how can I place an order?

Select the desired product, add the personalization details, and complete the ordering process on our website.

3. Are Custompaws products customizable?

Yes, many of our products are customizable with name, photos and special messages.

4. What are the shipping costs and delivery times?

The shipping costs are €4.95 or free when the purchase amount is more than €70.00.

5. Do you only make portraits of dogs and cats?

No, Custompaws does portraits of all kinds of animals. Parakeets, hamsters, guinea pigs, pigs and more.

If you are unsure whether your pet or pet is suitable, please
contact us.

6. Can I see the artwork before ordering?

Yes, that's possible. All customers can preview their artwork and request any changes before printing. We'll send you an email once your sample is ready.


1. Can I track my order?

Yes, once your order has shipped you will receive a tracking number to track the status of your package.

2. What if I received the wrong product or it is damaged?

Please contact us immediately at [contact details] and we will help you resolve the problem.

3. Can I return a personalized product?

Unfortunately, we cannot return personalized products unless there is damage or manufacturing defects.

4. How can I pay for my order?

We accept various payment methods, including credit cards, PayPal and other major payment methods.

5. Can I make changes to an order after I have placed it?

Please contact us as soon as possible if you would like to make any changes to your order. We will do our best to help.

Shipping & delivery

1. What should I do if I have not received my package?

There are a few things you can do.

1. View the Track & Trace code of your package

You can find this in My Account or in your shipping confirmation. Check via this link whether the delivery time indication has shifted.

2. Check the delivery address

Is the delivery address you entered correct? Also check your zip code.

3. Check your email

Have you received a 'not at home' message? The package has then been delivered to the neighbors or the delivery person has scheduled a new delivery time.

Don't know yet where your package is?

Please wait a little longer, because your package may be delayed. Have you not received it after 5 days? Please contact our customer service as soon as possible . Please do this within 14 days of your original delivery day. We are happy to look for a solution together.

2. How does free delivery work?

If your purchase amount is above €70.00, shipping costs are completely free.

3. What is the status of my order?

In My Account you can easily see where your package is. Here you will also find a link to your Track & Trace. You can also find the Track & Trace code in your shipping confirmation email.

Is your Track & Trace incorrect on the day of delivery? Please contact our customer service .

4. Which shipping parties do you work with?

We work together with PostNL, DHL and DPD.

Returns and Refunds

1. Can I return a portrait?

Because your order is 100% unique and custom made especially for you and your pet, we do not accept returns/refunds.

If you have a problem with your order, please let us know and we will resolve it for you.

Don't forget, we offer portrait previews and unlimited revisions so you can be sure you're 100% satisfied with your artwork before we print it!

2. What if I don't like the artwork?

We are 100% committed to making sure you love your work of art!

As soon as your portrait is ready, we will let you know by email. You have three days to send us your edit requests or approve them for printing. If three days pass and we don't hear from you, we'll consider it approved and continue printing.

We're proud to offer unlimited revisions for free, so you can be confident you'll love your portrait.

3. What if there is a printing error?

If there is a printing error: for example the canvas is the wrong color, it is of course possible to receive a full refund of the full purchase amount and any shipping costs.

We will of course first offer to send a new portrait.