Questions before you start?

Start by choosing your portrait or Moment Set, then upload your pet photo and any personalization details. We review your order, prepare your artwork direction or preview when included, and move into final painting or production after approval.

No. You can start with just a portrait, choose a Moment Set, or add keepsakes that fit your story. The builder is designed to be flexible.

Yes. You can order a hand-painted pet portrait on its own, or build around it with Moment Sets and optional keepsakes.

In many cases, yes. If your portrait has not been completed and your order has not officially shipped, you are welcome to email us to check whether a Moment Set, add-on keepsake, or other personalized item can still be added.

Because many keepsakes are customized and made around your portrait, whether we can add them depends on your order stage, production timeline, and shipping status. Once your order has entered final production or has already shipped, additional customized items may need to be placed as a separate order.

You can always reach out to us before final shipment, and we’ll be happy to check what can still be added. Ordering keepsakes together with your portrait or Moment Set helps keep everything more consistent, complete, and thoughtfully matched.

Clear, well-lit photos work best. Front-facing photos with visible eyes and natural expression usually create the strongest portrait. If you are unsure, upload your favorite photo and we will guide you if another image would work better.

We can often work with older or imperfect photos, especially for memorial pieces. Very blurry or dark photos may limit detail, but we will do our best and contact you if we need a better reference.

Yes. Our hand-painted portraits are created by real artists using brushwork and artistic interpretation based on your pet photo. They are not simply a digital filter.

Your portrait is an artistic interpretation of your pet photo. The goal is to preserve their expression, presence, and character, while adding the warmth and texture of a painted piece.

Eligible portrait orders include a preview before final painting or production. This lets you review the direction and request reasonable changes before the final piece is completed.

Yes. You can request reasonable revisions during the preview stage, such as small adjustments to composition, details, background direction, or personalization.

We want your portrait to feel right. Reasonable revisions are included before final approval. Major changes, such as switching to a completely different photo after work has started, may require an additional fee.

Once you approve the preview, your order moves into final painting, printing, or production. After approval, changes may no longer be possible.

A Moment Set pairs a hand-painted pet portrait with curated keepsakes that preserve the date, details, and feeling of one meaningful chapter in your pet's life.

We currently design around four chapters: Welcome Home, Growing Up, Birthday Celebration, and Forever Remembered.

Each Moment Set includes a core set of keepsakes. You can also add optional keepsakes to make the chapter feel more personal or complete.

Moment Sets are curated packages built around a specific chapter. Keepsakes are individual add-ons or personalized items that can be added to a set or ordered separately.

Yes, in most cases. The moments are meant to guide you, but you can choose the keepsakes that feel right for your pet and your story.

Timelines vary depending on artwork, revisions, production, and shipping. Because many items are custom-made, please allow time for photo review, preview, approval, production, and delivery.

Yes. Once your order ships, you will receive a shipping confirmation email with tracking information when available.

Available shipping options are shown at checkout. International orders may be subject to customs duties, import taxes, or local fees charged by the destination country.

Contact us as soon as possible if you need to update your shipping address. Once an order has entered production or shipped, we may not be able to make changes.

Because most Vowtail products are custom-made or personalized, they are generally final sale once production has begun. Returns are only available for approved damaged, defective, or incorrect items.

Contact us as soon as possible. Orders may be canceled only if production has not started. Once artwork, personalization, or production has begun, cancellation may no longer be possible.

Please contact us within 7 days of delivery with your order number, photos of the item, and photos of the packaging. If approved, we may offer a replacement, remake, store credit, or refund.

Please contact us immediately. We can only correct details before production or shipment begins. Vowtail is not responsible for errors submitted by the customer after production has started.

Yes. Forever Remembered pieces are designed to honor pets who stay close in memory. We can work with your favorite photo, name, dates, and a short message.

Choose the photo that feels most like them. Clear photos are ideal, but older photos can often still be used. If the photo is limited, we will do our best to preserve their expression and presence.

Yes. Many memorial keepsakes can include your pet's name, dates, or a short personal message depending on the product.

Yes. Memorial orders are deeply personal, and we treat the details, wording, and artwork direction with extra care and sensitivity.