If you have any questions about how MyPetly works, you'll probably find the answer here.
If you still need help, we're always available to assist.
Customization
How are the paintings made?
We use your pet's photo as a base and create a 3D bust using a 3D printer. The result is a unique piece, mounted in a frame with your pet's name.
Can I choose the colors?
Yes. You choose the colour of the bust (black, white, marble, beige, and sand), and the colour of the frame (brown, black, and white). We are always adding new options – follow our social media to be the first to know.
Is the painting exactly like the photo?
It's not 100% identical — it's unique, just like your pet. The bust is created from the photo but is a 3D interpretation, not a reproduction. In our posts, you can see several examples of busts we've made.
I have 2 pets. Can I put them both in the same painting?
Yes. We have the painting 'The Two', specially created for two animals in the same painting.
How many photos should I send?
We recommend sending 3 photos of your pet.
These help us better understand the details and create the 3D bust with the best possible result.
Order
How do I place an order?
You choose the painting, customize it (frame, bust colour) and add it to your cart. The entire process is done here on the website, without external forms.
How do I send my pet's photo?
You upload the photos directly during the ordering process, on the product page.
How do I pay?
Payment is made securely at the store's checkout. We accept credit/debit cards, MB (Multibanco reference), Paypal and MBWay.
Can I order more than one painting?
Yes. You can order 1, 2, or more paintings in the same order.
Can I leave any special instructions?
Yes. There is a notes field at checkout for specific requests — for example, requesting a bust in 'low poly' style or any other instructions. We will respond by email based on the request.
Shipping and Delivery
How long does it take to receive the painting?
5 to 7 business days in total — 1 to 3 days for production plus 1 to 2 days for shipping. You will receive an email with the tracking number as soon as your canvas ships.
Do you ship nationwide?
Yes, and shipping is free to mainland Portugal.
Do you ship to the islands?
Yes, we also ship to the islands.
Do you ship outside of Portugal?
Yes, all of the European Union.
Warranty and support
Can I return the painting?
As this is a custom product, we do not accept returns due to a change of mind. However, if the frame arrives damaged or with a manufacturing defect, we will remake or refund it — no questions asked.
What happens if the frame arrives damaged?
Contact us by email with photos of the frame and the packaging. We will resolve it immediately — we will remake it or issue a full refund.
Can I speak with you before ordering?
Of course. If you have any questions, you can contact us via chat or email. (ola@getmypetly.com)
Didn't find the answer you were looking for?
Talk to us directly via email (ola@getmypetly.com) or Instagram @getmypetly.pt — we always reply.