Returns & Shipping

We want the piece you receive to feel right at home. Here is how we handle custom orders, shipping, and anything that goes wrong on the way.

Custom portraits and returns

Each Boone & Tail portrait is created for your pet from the photo and details you provide. For that reason, we do not accept returns or exchanges for a change of mind, a customer-selected photo, size, or finish, or a preference about the artwork after the custom piece has been made. We do not send a separate artwork proof before printing.

If something arrives wrong or damaged

If your portrait is damaged in transit, lost in transit, printed incorrectly, or arrives as the wrong item, size, or finish, please contact us as soon as you discover the problem, preferably within 30 days of delivery or the estimated delivery date. Include your order number and clear photos of the product and packaging when available. For a lost parcel, include the tracking details.

We will review the issue and, when confirmed, arrange a replacement at no additional cost. If a replacement cannot reasonably resolve the problem, we will refund the affected item to the original payment method. We may ask you to keep the item or provide additional information; please do not mail anything back before contacting us.

Order changes and delivery delays

Because we begin work on custom orders promptly, changes or cancellations after purchase cannot be guaranteed. Please contact us immediately if you need to correct a photo, address, size, or other order detail. If we cannot ship within the stated timeframe, we will notify you of the delay and your available cancellation and refund options.

To ask for help, use our contact page or reply to your order confirmation. This policy does not limit any rights you have under applicable law.

Free standard U.S. shipping

Standard shipping to U.S. addresses is included in the listed price of every Boone & Tail portrait. Applicable taxes are calculated at checkout.

When will my portrait ship?

We work to get your custom artwork on its way as quickly as possible. Most portraits ship within 3–5 days of purchase. If a photo needs clarification, we will contact you; that can change the timing.

After shipment, standard U.S. transit generally takes about 3–4 business days. Estimated U.S. delivery is 6–10 business days from purchase. These are estimates, not guaranteed dates; weekends, holidays, weather, production changes, and carrier delays can add time. If we cannot ship within the stated timeframe, we will notify you and offer the cancellation and refund choices required by law.

Tracking and delivery help

We email a tracking link when your finished portrait ships. The carrier may take up to 24 hours to show movement. If your package is lost or arrives damaged, use our contact page with your order number and any photos so we can help.