Shipping Guide
Every portrait is illustrated by hand before it is printed, so your order spends time in two places: with our artists, and with the courier. Here is how long each one takes.
Making your portrait
3–5 business days, in two parts. An artist illustrates your pet by hand and emails you the finished artwork within 2–3 business days. Nothing is printed until you approve it. Once you do, your portrait is printed, checked, packed and handed to the courier within 1–2 business days.
Please reply to the approval email within 72 hours. If we do not hear from you we print the artwork as it stands, so your order is not left waiting in the queue.
Two things can pause the clock: a photo we cannot work from — our team emails you before any work starts — and a slow reply to the approval email. Sending the clearest photo you have, and answering us quickly, are the two best ways to get your portrait sooner. See our image guidelines.
Time in transit
| Destination | After dispatch |
|---|---|
| United States | 3–5 business days |
| Canada, United Kingdom, Australia, New Zealand | 5–7 business days |
| Europe | 5–10 business days |
| Japan, Singapore, Hong Kong, South Korea, Malaysia, Israel, United Arab Emirates | 10–15 business days |
The delivery estimate shown at checkout is the one to go by — it is worked out for your exact address. In November and December couriers are slower everywhere, so allow up to a week more than the table above.
Shipping charges
| Destination | Order under $100 | Order $100 or more |
|---|---|---|
| United States | $10 flat rate | Free |
| All other countries we ship to | $10 flat rate | $10 flat rate |
Free shipping is a US offer. Everywhere else the rate is a flat $10 whatever your order comes to. Your exact shipping cost is always shown at checkout before you pay.
We ship to the United States and 27 other countries across Europe, North America, Asia-Pacific and the Middle East. Enter your address at checkout and you will see straight away whether we can reach you. If we cannot, tell us where you are — we add countries as we grow.
Tracking your order
A tracking link is emailed to you the moment your parcel leaves our studio. You can also track your order here with your order number. If you cannot find the email, check your spam folder before writing to us — that is where it usually is.
Important to note
- Address changes must be made within 30 minutes of your order. Email info@petgoghstore.com. After 30 minutes your artwork is already with our team and the address can no longer be changed.
- Skip the Line speeds up the artwork, not the courier. It moves your photo to the front of our artists' queue, so your approval email arrives sooner. Transit time is unchanged.
- Orders with more than one item may arrive separately. If one piece is finished ahead of the others we ship it rather than hold it back.
- Import duties are not included. Depending on where you live the carrier may collect local taxes or duties before delivery. These are set by your own government, not by us, and we cannot estimate them in advance.
If something goes wrong
Parcel damaged, or lost in transit? Email us with your order number and, for damage, a photograph. We will open a trace with the courier and stay on it with you until it is resolved.
Our FAQ covers the questions we are asked most. If yours is not there, get in touch and a real person will answer.