We want you to be 100% thrilled with your custom painting! Because of this, we do not blindly send every uploaded photo straight to the manufacturing line.
If you upload a photo that is severely low-quality, blurry, or too dark, here is exactly what will happen:
1. Your order will be placed "On Hold"
Our design team manually checks the photo for every single custom order. If our designers determine that your photo will result in a terrible painting (for example, the faces are entirely unrecognizable or the colors are extremely muddy), we will immediately pause your order.
2. We will contact you via email
We will send an email to the address you provided at checkout. In this email, we will explain exactly why the photo won't work well, and we will politely ask you to reply with a clearer, higher-resolution alternative.
(Please make sure to check your Spam/Junk folder if you haven't received a shipping confirmation from us within a few days of ordering!)
3. What if you don't reply?
If we email you asking for a better photo and we do not hear back from you within 7 days, we will have to make a tough decision. To protect you from receiving a disappointing product that you won't enjoy painting, we will cancel your order and issue a full refund.
4. What if it's the ONLY photo you have?
Sometimes, a low-quality photo is the only surviving memory of a loved one or a childhood pet. If we contact you and you confirm that you do not have a better version, we can still proceed with the manufacturing.
However, we will ask for your written confirmation via email that you understand the final result will be "abstract" and lacking in fine detail. Please note that if you choose to proceed with a low-quality photo against our recommendation, the final product will not be eligible for a refund or a free replacement.
We take these steps because we care about the quality of the art you spend hours painting!