If you aren't able to find the answer you're looking for below, feel free to contact us by writing to hello@soulcarbon.com or by clicking here.


What kind of photos are ideal?

For the best results, here's what we recommend:

1. Take your pet's photo in a well-lit area, with no shadows over your pet's face.

2. Close-up shots taken at your pet's eye level with the whole face and chest visible are perfect — better still if your pet's looking into the camera.

3. Ensure that your photo is of high resolution, and not blurry or shaky.

For more information, take a look at our photo guidelines page.

Do I need professionally taken photos?

No! Don't worry about other objects or people in the background, our designers can take care of that.

All we need is a clear shot of your pet's face, as mentioned in our photo guidelines.

Do you do only dogs and cats?

Not at all! Our artists can create portraits for all types of animals — including birds, horses and even reptiles.

The only exceptions are fish and insects.

What paper is used for the portraits?

We use premium, art-grade 180gsm poster paper with a matte finish or museum-quality 100% cotton 400gsm canvas with an intricate, textured surface. There aren't many better substrates for art!

Can I review the art before it's shipped?

Absolutely — we include unlimited revisions with every purchase to ensure that you're completely satisfied with the final portrait, before we print and ship your order. Please note that we will not be able to make major edits to the costume, such as changes in position of limbs or posture.

Can I modify my order after placing it?

Yes, just reach out to us within 24 hours of placing your order and we'll be happy to accommodate your request — however, we won't be able to make any amendments once printing has started, as every order is custom-made.

What sizes do you offer?

You can choose from:

- 8 x 12 inches

- 12 x 16 inches

- 18 x 24 inches

- 24 x 32 inches

Can I add my own message on the portrait?

Absolutely — just type out what you'd like to see printed in the textfield while placing your order and our artists will get it done.

Can I choose the background colour?

You can — but remember that our artists choose the background colour based on the colours used in the portrait, to ensure that the background complements and doesn't interfere with your pet's colour or the colour of the 'apparel' in the portrait.

If you have a special request to make sure the colours match a room or wall, feel free to get in touch with us at hello@soulcarbon.com.

Is my portrait designed by a human artist?

Yes! All our portraits are designed and composed by our in-house graphic artist, ensuring unique, one-of-a-kind artworks that are tailor-made for each pet.

Our portraits are created using your pet's submitted photo as a compositing base, which is cropped and prepared for digital accentuation using a variety of unique techniques, complex brush strokes and even freehand blending.

Can I request edits to the submitted photo?

We'll try our best to accommodate minor edits to the submitted photo, like removing drool or tears.

However, we won't be able to perform more significant edits such as opening a shut mouth or changing the position of ears.

Can you make changes to the main design?

While we can accommodate minor changes to the main design in terms of colors and text, we won't be able to make major changes such as changing the pose or repositioning parts of the body.

Can you add colour to black and white pictures?

We certainly can! Just be sure to notify us of the animal's breed, and we'll be able to use reference images to 're-color' your pet's photo.


When will my order arrive?

Our global network of print and shipping partners enables us to minimize shipping times around the world.

Estimated shipping timelines are:
USA: 8 - 12 business days
UK: 4 - 9 business days
AUS: 5 - 10 business days

Will I receive multiple orders together?

If you've ordered multiple portraits, we'll aim to send all orders together; but occasionally we might send orders out separately to ensure that they reach you quickly and avoid being held up at the fulfillment centre.

Do you offer worldwide shipping?

While our store primarily caters to customers in the USA, UK and Australia, we do accept and ship orders globally! However please note that shipping times may vary widely based on your location.

Please also note that Soul Carbon is not responsible for any customs duties or taxes that may be levied by your local authorities.

Do I get a tracking number?

Yes, all our orders are shipping with a custom tracking number — delivery notifications are also sent via email or text.

If you did not receive a tracking number or your tracking number isn't working, just reach out to us at hello@soulcarbon.com and we'll update you on the status of your order.

What payment methods do you accept?

We accept all major debit and credit cards including but not limited to Visa, Visa Debit, American Express and Mastercard.

You can also pay in installments or via express payment options such as Paypal, Apple Pay, Afterpay and more.


Do you offer refunds?

If you change your mind regarding your order, we'll try our best to process a refund if you reach out to us early. Unfortunately, we will not be able to offer refunds if our design team has started working on your order, since every order is 100% custom made.

We will not be able to offer refunds once your order has arrived.

What can I do if my order has arrived damaged?

All our portraits are shipping in corrugated, heavy-duty cardboard boxes to minimize the risk of damage and ensure they arrive in perfect condition.

On the rare occasion that your order does arrive damaged, please send us a photo of the parcel within 24 hours of delivery, and we will arrange for a replacement to be shipped out to you on priority.

What if I am not satisfied with my order?

Ensuring the complete satisfaction of our customers is our main priority. If you're not satisfied with your pet portrait, do not hesitate to reach out to us at hello@soulcarbon.com and we'll do our utmost to make things right.