Frequently Asked Questions

HOW LONG DOES IT TAKE TO RECEIVE MY PORTRAIT?

We try our best to get your portrait out the door so it can be in its new home as soon as possible. Please keep in mind that each custom portrait is made individually, therefore processing and shipping times may vary from 1-4 weeks depending on the amount of orders we have at that time. Please contact julianna@charcoalcreations.ca if you would like a better estimate of processing times. We are happy to help! 

HOW DO I SELECT A GOOD REFERENCE PHOTO FOR MY PORTRAIT?
Photos that are clear and taken at the eye-level of your pet work best as they showcase the most detail without obscuring any facial features. Please ensure your pet fits entirely in the photo frame and nothing is cut off the edges. 
Your portrait is a representation of the reference photo provided. Please note that there may be slight variances. 
Refer to our reference photo guide for more information on how to select a good reference photo.

HOW DO I SEND MY REFERENCE PHOTO?
The artist will be in contact with you via the email you used when placing your order. Kindly respond with your photos within 72 hours. If you need more time to gather them, please let me know! 

CAN I HAVE MORE THAN ONE (1) PET PER PORTRAIT?
Yes! You can have up to three (3) pets on an 8" x 10" portrait size. Please note that in this case, the portrait will be oriented horizontally. 5" x 7" portraits are limited to one (1) pet per drawing.

DO YOU OFFER ARTWORK OF ANYTHING ELSE OTHER THAN PETS?
Yes, absolutely! We have drawn a bunny, deer, goat, and horse in the past and are eager and open-minded to create many more animal portraits and prints for you.
Share your ideas by sending an email to julianna@charcoalcreations.ca and we will be more than happy to help bring your vision to life.
Refer to our portfolio for some recent work.
Please note that at this time we do not draw portraits of humans.

CAN I SEE THE PORTRAIT BEFORE IT GETS SHIPPED?
Absolutely! All orders will receive a digital proof for approval prior to shipping. 

DO YOU OFFER LOCAL PICK-UP?
Not officially. But, if you live in the Maple Ridge/Southern Okanagan area and are wanting to pick up, feel free to reach out or make a note on your order and we can definitely arrange something upon order completion. Please note: shipping will be refunded upon pick-up. 

HOW MUCH IS SHIPPING?
Shipping will vary slightly depending on the number of portraits you order. Orders over $199 CAD will receive free shipping. *Please note, additional duty charges may apply.*

WHAT DO I DO IF MY SHIPMENT GETS DAMAGED IN THE MAIL?
If your portrait arrives damaged please take a photo and send an email to julianna@charcoalcreations.ca within 5 business days. We will be more than happy to help.

DO YOU ACCEPT RETURNS OR EXCHANGES?

Due to the custom nature of our products, we do not accept returns or exchanges. All sales are final.

Still have questions? We are more than happy to help!