Frequently Asked Questions
Do you create portraits for pets other than dogs and cats?
Yes. We can hand-illustrate all kinds of animal companions.
How many pets can I include in one portrait?
We can feature 1 – 10 pets on a single poster. That’s right, we said 10 pets!
If you’re interested in a larger project or have unique specifications, please send us an email at support@thetwinkleprojects.com. We’ve taken on projects featuring up to 30 pets on a single poster! Our team is working hard on developing infinite creative possibilities for your custom ideas.
Do you accept custom requests besides perfecting our pet’s portrait?
Absolutely. Our artists value collaborative efforts and we can fulfill most custom requests, from:
- Creating and adding a custom background ($25)
- Removal of pet accessories (free)
- Adding pet accessories or custom accessories ($10)
- Full body drawing ($15)
- Minor illustrative grooming such as removing stains or shadow contours. We can even add a smile if you provide us with a secondary reference (free)
Reach out with your imaginative ideas, and we'll bring them to life!
Do you create pet memorial portraits?
Yes. We work with our customers to help choose the best reference photo down to perfecting the minor details during the illustration process. We can make a range of tweaks, from correcting the length of their fur, adjusting shadows on their faces to removing fur that covers their eyes. We can create the perfect portrayal that captures your cherished memories of them.
Can I change my order after it is placed it?
Yes, you can contact us at support@thetwinkleprojects.com within 24 hours of placing the order. Modification to orders after 24 hours will be at the discretion of Twinkle Projects.
Do you draw human portraits?
Yes, we can draw human subjects with colored pencils.
Can you deliver a portrait without a name?
Yes. write "NO NAME" in the name box while customizing the order.
How do I pick a good photo?
Here are some image guidelines to help you choose the best reference photos:
- Take a close-up photo under natural light.
- Make sure your pet's neck and face are visible.
- Take a photo of your pet in a sitting or standing pose (photos of your pet laying down are not ideal).
- Avoid overhead or blurry photos.
- An eye-level photo will provide the best outcome.
Bonus Tip: Before you snap a photo, wipe your camera lens to remove any fingerprints, watermarks, or dust. This will result in a clear and crisp image.
What is a digital download and how large are your digital files?
The digital download is the PNG (Portable Network Graphic) source file of your pet’s portrait. The resolution of the digital file is twice the size of the actual print. If you're interested in a digital copy of the artwork, please include the email address you would like the digital copy sent to.
Can I purchase the digital file without the prints?
Digital files are only available complementary with purchase.
What if I am not happy with my portrait after it arrives?
All projects include two rounds of free revisions. If more than two rounds are required, our artist charges a small fee of $15 for two further rounds of minor adjustments.
What is the return policy?
Because Twinkle projects are custom made, we do not offer or accept returns of physical products. If you are not satisfied with the portrait, you can reach out to us within 24 hours of receiving your order and we will revise it for you.
What if I noticed a small error or need a revision after I receive the print of my portrait?
Contact us at support@thetwinkleprojects.com and we’d be happy to work on a revision before sending you a replacement print. Replacement prints are $20.
What if I need to cancel the order?
As soon as you place an order, our creative team will get to work on the design mock-ups. However, if you want to cancel the order, just email us at support@thetwinkleprojects.com within 24 hours of placing it for a complete refund.
Cancellations cannot be processed after 24 hours of order placement.
I didn't receive my order as expected.
At Twinkle Projects we strive to deliver your order safely and intact! However, if you receive your item(s) damaged or missing parts, please contact the customer support team within 48 hours of receiving the order.
When will I receive the tracking number?
Once we agree on the final edits of your portrait, a tracking number will be emailed to you within 2-3 business days.
If I order more than one product, will they be delivered in the same shipment?
Multiple orders are usually delivered in a single poster tube. However, it will depend on the order date and item.
Can I preview it before placing an order?
Yes, absolutely! We work collaboratively with our customers to ensure they receive a drawing that genuinely resembles the features and personalities of their furry companions.
How fast can I receive the portrait?
Normal processing time for digital drawings is 7 – 9 business days. However, during peak seasons (such as Mother's Day, Valentine's Day, or Christmas), our delivery time may be extended. For this reason, it's important to order 2 – 3 weeks before the special day to allow enough time for framing and delivery.
There is a longer wait time for color pencil projects and we only accept a limited number of these projects per year. Each drawing takes up to one month to complete, and the wait time can be between 1 – 2 months, with an additional 3 – 4 weeks for shipping.
What is your wait time and delivery timeframe for color pencil portraits?
Due to high demand, the wait time for a colored pencil drawing can be up to seven weeks. Many customers submit their projects 2 – 3 months ahead of time. Shipping and delivery can take 3 – 4 weeks, sometimes up to two months, depending on customs and mail processing.
My color pencil portrait has been retained at US customs for weeks, can you re-draw or offer me a refund?
Once you receive the artwork mock-up and tracking link, we cannot offer a refund or redraw your project to meet your delivery expectations. The maximum processing time may take 2 – 3 months. If the wait time surpasses this, we will submit a "search request" with customs or USPS. If customs or USPS confirms the status as lost, they will issue a full refund. Once we receive an insurance refund for the artwork, you can rehire the artist to start a new project or receive the refund.
How do I choose the size of my artwork for my home?
Finding the perfect art size depends on factors like wall size, room aesthetic, and your preferences. Here are some steps to guide you:
Measure the wall: Measure the wall where you would like to hang the artwork. Note down the width and height in inches or centimeters.
Consider the room and furniture: Think about the room size and furniture layout. For large, empty walls, larger art pieces work well. Smaller or medium-sized art fits better in smaller spaces or alongside existing furniture.
Determine the focal point: Decide if you want the art to be the room's focal point or a complementary piece. A larger size creates a statement while harmonizing sizes work well for complementing the room.
Visualize the art on the wall: Use painters tape or a large piece of paper to create a mock-up of the art's size on the wall. This will help you determine the right size and visualize how it will look.
Proportions and balance: Consider the art's proportions on the wall and with other objects in the room. Aim for the art to occupy around 2/3 to 3/4 of the wall space for a balanced and pleasing composition.
Personal preference: Trust your taste and preferences. Choose a size that resonates with you and complements your interior design style. Art is subjective, and what matters most is that you enjoy the piece in your home.
Experiment and adjust: Feel free to experiment and try different sizes and arrangements. If unsure, seek opinions from friends or family for additional perspectives.
Any other questions? We'd love to hear from you!
Shoot us an email at support@thetwinkleprojects.com. We'd love to hear from you!