Character Canvas Frame

We are confident that you will love your portrait, but if you have any issues within 30 days, do not worry.

Please reach out to us and we will either exchange, or refund you for your order.

Welcome to our custom portrait transformation policy! Our goal is to provide you with a magical, customized portrait in a timely manner. Please read our policy carefully to understand our process and your responsibilities as a valued customer.

1. Mockup Approval Process

• Once you place your order and upload your image, our artists begin transforming it into a Disney Pixar-style portrait. Within 72 hours, but usually within 48 hours, you will receive an email containing mockups for review.
• You must respond to this email to approve the mockup or to indicate any changes you would like.
• If no response is received within 10 days of the email being sent, we will proceed with selecting the mockup that we believe best resembles you, and we will ship the order to you. This ensures that you receive your product without undue delay.

• Because we dedicate time and resources to your custom transformation, including paying our artists and representatives to reach out to you, we cannot accept refunds for those who do not respond. Regardless of response, these individuals invested their time and effort into working on your transformation.
• We want to ensure you receive your order promptly and that our business remains compliant with policies regarding product delivery. Holding a product indefinitely without customer response may lead to issues for both parties, so timely responses are necessary.
• Be proactive in checking your email (including spam and junk folders) and ensure that you respond within the given timeframe to avoid any dissatisfaction with your final product.

3. Broken Frame Policy

• If your frame arrives broken or damaged, you are eligible for a refund. To initiate the refund process, you must provide detailed photos of the damaged product.
• We will assess these photos to ensure that the damage was due to manufacturing or handling during shipping and not caused by the customer. Refunds will be issued once the damage is confirmed as a manufacturer or shipping error.

4. Refund Policy for Responding Customers

• Customers who respond to the mockup email and participate in the review process are eligible for a refund if the final product does not meet expectations, provided that all revisions have been exhausted. Because they completed the revisions process, the responsibility is on us if they are not happy with the final product they received.
• Customers are entitled to ONLY a 50% refund if their order has already been designed by our artist. Customers are encouraged to go through the review process as our artist are available to provide more revisions until customer is satisfied. In the event where the customer is unable to go through the revision process, he/she is only entitled to 50% refund of purchase amount.
• Refund eligibility includes instances where the portrait does not match the customer’s expectations after the revision process has been completed.
• To qualify for a refund, please contact us with a detailed explanation of your dissatisfaction. Additionally, if your frame arrives damaged, you are also eligible for a refund following the same photo verification process described above.

5. Reminder Emails and Communication

• In addition to the original mockup email, we send automatic reminder emails 72 and 96 hours after the order has been placed. This email will prompt you to check your spam or junk folder if you haven’t received the initial mockup email.
• If you still do not see the email, please contact us immediately via our store email so that we can ensure prompt communication.

6. Agreement at Checkout

• At checkout, customers are required to sign an agreement acknowledging that they understand and accept the rules outlined in this policy.
• If you do not sign this agreement, you will not be eligible to receive a product, as it is critical that all customers are fully aware of and in agreement with our process and policies.

Policy Summary

We aim to make your portrait experience as seamless and joyful as possible. Your timely responses to our emails are vital for ensuring your satisfaction with the final product. We appreciate your understanding and cooperation in helping us make the magic happen.