FAQs
Got a question or concern? Check out our handy FAQ guide below to see if we have your answer. If you can't find what you're looking for, our support team will help.
My Custom Pet Art
Not at all! We can create portraits of almost any pet, including rabbits, horses, birds, and more. Simply upload your favorite photo, and our artists will review it before beginning your portrait.
Yes! We offer portrait options for one, two, three, or four pets. Simply choose the number of pets you’d like when placing your order.
Choose the clearest photo that feels most like your pet.
Natural light, visible eyes, and an unobstructed face help the artist capture more detail. The background does not need to be perfect. If your order includes more than one pet, add each pet’s name beside that pet’s photos. You may use separate photos or a group photo; for a group photo, tell us where each pet appears.
You can add one main reference and up to two additional photos for each pet. JPG, PNG, WEBP, HEIC, and phone photos are supported. If a reference is not clear enough to work from, we’ll contact you before continuing.
The background does not need to be plain because the portrait uses the background option you select. What matters most is that your pet’s face, eyes, coloring, and important markings are visible.
If you need to change or cancel your order, please contact us at support@kokohearts.com within 12 hours of placing it.
After 12 hours, changes or cancellations are not guaranteed because our artist may already have started working on your portrait. Changes to the number of pets, portrait size, or frame may require an additional payment and could affect the delivery time.
Yes! We’ll email you a digital preview before your portrait is printed. You can request unlimited small adjustments. Major revisions cost $20 each. Before charging you or continuing with a paid major revision, we’ll explain the requested change and get your confirmation.
You may reply within 72 hours after the preview is sent to request changes or ask us to pause your order. If we do not hear back within 72 hours, we will treat the preview as approved and move the order into production.
Available portrait sizes are shown in the product customizer. Choose your preferred size before adding your artwork to the cart.
Yes! We can make small adjustments, such as removing tear stains, drool, sleep around the eyes, collars, or other minor details. We can also include accessories that appear in your original photo.
For major changes to your pet’s pose or appearance, please provide a clear reference photo. Some changes may not be possible, but our artists will always do their best.
That’s completely fine! We can create a beautiful black-and-white portrait using your photo.
If you would prefer a color portrait, please provide an additional color reference photo so our artists can accurately recreate your pet’s natural colors. You’ll also receive a preview for approval before your portrait is printed.
Shipping and Payment Methods
Items in the same order may be prepared or shipped separately. Use the tracking information sent for each parcel, and contact support@kokohearts.com with your order number if you need help matching the deliveries.
We serve customers worldwide. Countries currently available in checkout can place an online order and see the available shipping method and cost there. If your country is not listed, email support@kokohearts.com for a private-order quote before paying.
Private-order shipping, tracking availability, duties, taxes, and payment instructions are confirmed in that quote.
Online checkout orders include tracking, which is sent after the parcel leaves the production partner or carrier. For a country that requires a private order, tracking availability is confirmed in the shipping quote before you pay.
Tracking updates may not appear immediately after your order is shipped. In some cases, tracking will begin updating only after the package arrives in the destination country and is transferred to the local carrier.
This is normal and does not mean your package has stopped moving. If there is still no update after an extended period, please contact us at support@kokohearts.com.
A parcel may be returned because of an incomplete address, a failed delivery, an uncollected parcel, or a carrier restriction. Email support@kokohearts.com with your order number and tracking link. We’ll review the carrier record and explain the available reshipping options and any cost before taking action.
The payment methods available for your country and device are shown securely during checkout. A private-order quote includes its own payment instructions.
Returns/Refunds
Because every portrait is custom-made specifically for you, we cannot accept returns or offer refunds for changes of mind once the artwork process has started.
If your order arrives damaged or you receive the wrong item, it is best to contact us at support@kokohearts.com within 48 hours of delivery and include clear photos of the item and packaging. If more than 48 hours have passed, please still contact us; the 48-hour window is a recommended contact time, not an automatic reason to reject a claim. Once confirmed, we’ll arrange a replacement at no additional cost.
We’ll email you a preview before printing. You may request unlimited small adjustments. Major revisions cost $20 each. Before charging you or continuing with a paid major revision, we’ll explain the requested change and get your confirmation. Please reply with clear notes so the artist knows exactly what needs attention.
Customer Support
Email support@kokohearts.com to reach our human support team. Include your order number when you have one so we can understand your request and help more clearly.
We’ll email you when your artwork is ready to review. Please check the preview carefully and reply with any important notes before printing.