FAQs

How to I make payment?
We currently accept PayPal & Most Major Credit Cards via PayPal (No signup required).

How long will it take to process my orders?
Please allow 1-2 working days for your order to be processed and posted to you. Processing time vary for made to order/consignment/preorder item(s), it may take up to 14 days. If we are unable to process your order within five days of receiving payment we will contact you via email to make alternative arrangements.

When do I receive my tracking number / How can I check order status?
Once your order has been shipped you will receive an email with order and tracking information.

How long do international shipping methods take?
International shipping is currently not available. We apologize for this inconvenience and we hope to be able to offer services to the rest of the world in the near future. 

Can I combine orders?
Unfortunately we are unable to combine orders.

What are the Pet Portrait order policy? 
By commissioning AstonishMe to create a custom portrait of your pet(s), you under and agree to the terms below:

Artwork Revision
We only allow one round of revision. We illustrate based on the photo provided and if there is a specific pose you want to see, please let us know before we start drawing. If you change your mind on the pose after we have already done the drawing, we will request extra payment to start from scratch.

Artwork Printing
Actual product colours may vary from colours shown on your monitor. Colour may turn out slightly darker or lighter on poster print, totebag or cushion cover and some details of the illustration may not be seen due to the nature of the material texture. Kindly note that additional 8-10 business day is required for fabrication of totebag or cushion cover after digital approval from customer.

Copyrights
AstonishMe retain copyrights/rights for reproduction and commercial use of any and all artwork created featuring your pet(s).  When commissioned artwork is complete it is displayed in our gallery. Customers who do not wish their commissioned artwork to be shown in our gallery must notify us when ordering.

The copyright for the artwork shall belong to AstonishMe. The Customer acknowledges and agrees that the original artwork will remain the property of AstonishMe. The Customer agrees not to make any substantive changes to the work without consulting AstonishMe. As a Customer, you own the original artwork digital and or hardcopy, but you do not own any copyrights/reproduction rights to the images itself. You may not use the artwork in electronic or digital templates intended for resale or other distribution (for example, website, stationery items. apparel items, posters, brochure, canvas, or any other media), CDs, DVDs, mobile application or other items for resale, license or distribution for profit. 

This includes "on demand" products (meaning products in which content is selected by a third party for customization on such product on a made-to-order basis), including, without limitation, postcards, mugs, t-shirts, posters and other items (this includes the sale of products through custom designed websites, as well as sites such as zazzle.com and cafepress.com)

Purchase of product does not transfer rights. Copyright of designs remains with the artist and AstonishMe. By purchasing this item, you have agreed to the full terms of use listed above.

Please do not claim the graphics as your own, the copyright remains with the artist and AstonishMe at all times.

Cancellation
If customer is not happy or wish to cancel on completion of the portrait, we have all rights to retain 80% of the final payment total.

Return Policy
Unfortunately, we do not offer refunds or exchanges on Custom Pet Portraits.

What happens if the item(s) I have purchased is out of stock?
Although we make every effort to keep sufficient stock of items listed on our online shop, occasionally we do sell out of certain products and sizes. If we are out of stock on an item that you have ordered, you will be notified by email. Refunds for out of stock items will be processed as quickly as possible but please note that it may take up to 5 working days for the funds to be available to your method of payment.

What happens to lost/stolen packages?
We ship all item(s) via Singpost or Taqbin registerd mail, that can be tracked and delivered safely and with confidence. However, we are not responsible for lost, stolen, or delayed packages. 

I put in the wrong shipping address. What can I do?
Unfortunately, not much. We cannot resend your items to you. If the item comes back to us, you will need to pay for the shipping charges again in order for you to receive the items, and we cannot refund the shipping fees. We do not accept order cancellation or refund payment to you.

Can I cancel my order?
We do not accept order cancellations. If you require an order to be amended, please contact us immediately. Once we have accepted payment for an order, amendment of the order is at our discretion.

What is your return policy?
We strive for 100% customer satisfaction. If you are not satisfied with your item(s), kindly drop us an email with your personal details and the relevant details including your Date of Purchase, Order ID, Product Name and SKU etc. Also include the reason as to why you want to return/exchange that particular item(s) and what you wish for us to do for you.

For your Returns to be valid: 
•  please email us within 3 days with your Date of Purchase, Order ID, Product Name and SKU upon receiving the parcel.
•  returned item(s) must be unworn, in perfect condition, and in their original packaging.
•  it has to be mailed back within 10 working days from the date parcel was delivered.
•  please retain a proof of postage with receipt, until we have confirmed your returns/exchange has been processed.

Note: No exchanges or refunds given on sale items or when using a discount code. Unfortunately, we do not offer refunds or exchanges on Custom Pet Portraits or any other custom ordered artwork. All sales are final on custom work.

For full details, please refer to our Return Policy here.

How do I know if there are new products or events?
The best way to get updates on the latest happenings and events is to subscribe to our newsletter (bottom right side of our home page) or follow us on facebook!

Thanks for shopping at AstonishMe!

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