Refunds and returns

Every canvas is painted from your photo and printed to order, so we can't resell one that comes back. Instead of returns, here is what we do.

Before you order

You see the portrait before you pay. Previews are free, and you can try up to three styles with the same photo before choosing one.

After you order, before it's printed

A person looks over every order before it goes to print. Until then, you can ask us to:

• Repaint it if it doesn't look like your pet. Repaints are free, up to three per order, and you approve the new version before we print.
• Cancel the order for a full refund.

Email support@theirgoodside.com as soon as you can. Once a canvas is in production we can no longer repaint or cancel it.

Damaged or defective canvases

If your canvas arrives damaged, or with a printing or stretching defect, send us a photo within 30 days of delivery and we'll reprint it and ship it free. You don't need to send the damaged one back.

Lost or late packages

If tracking stops moving for a week, or your order hasn't arrived 30 days after it shipped, write to us. We work it out with the printer and the carrier and send a replacement.

Returns

Because each portrait is personalized, we don't accept returns of canvases that arrive as ordered and undamaged.

How refunds are paid

Refunds go back to the card or wallet you paid with. Your bank usually shows them within 5 to 10 business days.

Last updated October 28, 2026.