FAQ

Questions answered with care

Clear answers to help you feel ready—from choosing a work and sharing photos to timing, delivery, refunds and support.

Learn how Paint For Heart positions custom commissions, original art, and long-term service quality.

Who are we?

We are Paint For Heart (PFH). We create made-to-order, hand-painted Custom commissions and curate a selection of independently created Original artwork. Custom orders are created from the customer’s reference photos, while each Original artwork is offered as an individual work. Emerging and Established Custom commissions use the OpenAI API only to prepare a direction Preview; Master commissions do not use AI. Every finished artwork is painted by an artist.

Why do customers choose PFH?

Customers can choose a Custom process that matches the way they want to work, order before their reference photos are ready, and review the relevant direction before painting begins. The final artwork is hand-painted. Original artwork is sold as an individual work with the facts for that piece shown on its Product page. Delivery availability, service and cost are confirmed for the address at checkout.

Understand what we can paint, how the commission flow works, and how subject count and style direction are handled.

What subjects can you paint?

PFH creates Custom portraits of people and pets. Pet subjects can include cats and dogs as well as turtles, birds, horses and other less common pets when the reference photos are suitable. The styles and options currently available are shown on the relevant Custom Product page; if the subject or composition is unusual, contact PFH before ordering.

How do I start a custom order?
1
Choose the portrait style, size, frame and number of subjects.
2
Upload suitable reference photos now, or place the order first and send them later.
3
Complete checkout and provide any notes needed for the commission.
4
PFH reviews the order and confirms the next step. Emerging and Established commissions use an OpenAI API direction Preview before painting begins; Master commissions are human-led and do not use AI.
Can you paint multiple pets in one piece?

Yes. The Custom portrait builder supports up to six subjects in one composition. The available size and price update according to the number of subjects selected. For more than six subjects, contact PFH before ordering so the composition and level of detail can be reviewed.

How is pricing handled for multiple people?

The Custom portrait builder updates the available size and price according to the number of people selected. Choose the number of subjects and size on the relevant Product page to see the current price before checkout. For an unusually large group or complex composition, contact PFH before ordering.

Can you paint a pet that has passed away?

Yes. Many customers choose a memorial portrait to remember a pet who has passed away. When the reference photos are clear enough, the artist can create the portrait from them. If the available photos do not show enough detail, we will explain what is feasible before painting begins and ask you for other reference photos.

Can PFH paint from a reference photo I did not take?

Only use a reference photo if you have the right or permission to use it for the commission. A photo you took yourself is usually the clearest case. If an image belongs to someone else, comes from a commercial source or includes another person’s protected work, obtain the necessary permission before sending it to PFH. Contact us before ordering if you are unsure what reference can be used.

Understand how original works differ from commissions, what buyers receive, and how support works after purchase.

What is an original artwork?

An Original artwork is a one-of-a-kind work created independently by an artist and offered as that specific piece. Its Product page describes the work, its current availability and the facts shown for that item. Artist, medium, dimensions, signature, certificate, framing and condition must be read from that individual Product page; they are not assumed for every Original artwork.

How is original art different from a custom painting?

Original artwork is created independently by an artist and sold as the specific work shown on its Product page. A Custom painting is commissioned from the customer’s reference photos and the options selected for that order. Both are physical, hand-painted artworks, but they begin from different creative briefs and follow different order processes.

What styles are available in original art?

The available Original works change as individual pieces are added or sold. Use the current filters in the Original artwork collection to explore the styles available now, then read the individual Product page for the artist, medium and other facts verified for that work.

How do I purchase an original artwork?

Open the Original artwork collection and choose a specific work.

Read that work’s Product page and check the facts shown for it, including the current price and availability.

Enter the delivery address at checkout to see the available service and any delivery charge.

Complete the order. PFH will contact you if the destination, artwork size, packing or customs arrangements need clarification before dispatch.

Do original artworks have collector value?

If you would like to start collecting, choose a work you enjoy and would like to keep looking at for years to come. Each painting has its own artist, medium and condition; you will find the details for that work on its product page.

Is there after-sales support for original artwork?

If an Original artwork is damaged in transit, PFH will work with you to resolve it. You may request a return within 7 days after delivery, and the artwork must be returned to PFH. After PFH receives and verifies it, we issue the applicable refund within 3 working days. See the full conditions in our Refund Policy.

Can an original artwork be customized?

Usually not. Original art is an artist's independent creation. However, if you love a particular artist's style, you can contact us to confirm whether that artist is open to commissioned work.

Understand how production time, drying time, and shipping time are separated across the workflow.

How long does Custom production usually take?

Usual Custom production time depends on size: Small about 15 days, Medium about 30 days, Large about 45 days and Oversized about 60 days. Eligible Emerging and Established Rush orders can reduce a Small work to about 7 days; other eligible sizes are usually about 40% shorter. Delivery time begins after dispatch and depends on the destination and service available at checkout. See our Shipping Policy.

Can holiday orders still arrive on time?

Order as early as possible and tell PFH the destination and preferred arrival date. We will consider the artwork size, artist schedule, drying, packing and delivery services available for the address, then share the most realistic estimate available. An estimate is not a guaranteed arrival date, so contact us before ordering when the date is essential.

Why does a hand-painted artwork take time?

A hand-painted work is built in stages. The artist needs time to develop the painting, allow materials to settle or dry where needed, review eligible changes and prepare the finished work for packing. The usual production estimate therefore depends on the selected size and artist process. Rush shortens eligible schedules, but it does not remove the painting, review, drying or packing steps.

What happens if the order is delayed?

Contact PFH with the order number if an order appears delayed. We will review its current production or delivery status, explain the information available and discuss the next practical step. Delivery delays are handled under the Shipping Policy; any cancellation, return or refund is handled under the Refund Policy.

Understand how workmanship, materials, and artist-tier promises are framed before checkout.

Is the work printed or hand-painted?

The finished artwork is a physical work painted by an artist, not a printed reproduction. Custom oil-painting Products are hand-painted on canvas. For Original artwork, the individual Product page states the verified medium and other material facts for that specific work.

Will I see a direction Preview before painting begins?

Yes, according to the artist tier selected. Emerging and Established commissions use the OpenAI API to prepare a direction Preview for review before painting begins. Master commissions are human-led and do not use AI; their creative direction is confirmed through the individual consultation process.

What if the painting does not feel accurate enough?

For Emerging and Established commissions, the direction Preview can be refined before painting begins. After the completed-work photo is sent, you have 3 calendar days to review it and may request up to 3 eligible detail revisions for colours, patterns or similar details that do not change the overall image. Composition, people or pets, actions and poses must be confirmed before painting begins. Master commissions use their individually agreed direction process and include the same limit of up to 3 eligible detail revisions after the completed-work photo. If the delivered artwork is defective, does not match its description or is damaged in transit, contact PFH so the order can be reviewed under the Refund Policy.

What materials do you use?

Custom oil paintings are painted by hand on canvas. Materials can differ by work and option, so the relevant Product page and order details show what applies to the selected Custom commission. For Original artwork, the medium and other verified material facts are stated on the individual Product page.

What level are the artists?

PFH offers Emerging, Established and Master Custom processes. Emerging and Established commissions use an OpenAI API direction Preview before painting begins. Master commissions follow an individual consultation process and do not use AI. The artist tier, available options, price and process shown on the selected Custom Product page apply to that order.

Understand which stage still allows cancellation, what counts as a quality issue, and how payout timing usually works.

What refund applies if I cancel a Custom commission?

The refund follows the stage reached when PFH receives the cancellation request:

- Not yet scheduled — 100% refund

- Scheduled, but painting has not started — 100% refund

- First direction Preview confirmed, or its 3-calendar-day review period ends without a reply — 80% refund

- Painting has started — 70% refund

- Artwork completed — 30% refund

- Shipped — 20% refund; the artwork must be returned to PFH, and we issue the refund within 3 working days after receiving and verifying it

Each later direction Preview gives another 3 calendar days for eligible changes, but does not create a new refund percentage. See the full conditions in our Refund Policy.

What counts as a quality issue?

Contact PFH if the delivered artwork has a clear defect, does not match the confirmed order description or is damaged in transit. Include the order number and clear photos that show the issue; for transit damage, also include the packaging and send the evidence within 48 hours after delivery. PFH will review the order and explain the available remedy under the Refund Policy. This does not affect consumer rights protected by law.

How long does a refund take to arrive?

When a return is required, PFH issues the applicable refund within 3 working days after receiving and verifying the returned artwork. The refund is sent to the original payment method. If that method can no longer receive it, PFH will confirm another refund method with you in writing. Your bank or payment provider may need additional time to show the funds after PFH issues them.

Understand what makes a strong reference photo and how background changes or accessories are handled.

What kind of photo works best?

Send the original, highest-resolution file available. A useful reference is clear, well lit and shows the face, subject or important detail without a major obstruction. Natural angles and visible eyes are helpful for portraits, and additional photos can help the artist understand features that one image does not show.

Can you still work from a low-quality photo?

Send the original, highest-resolution file available and add more reference photos when possible. PFH will review whether the subject has enough visible detail for the selected work. If the image is too blurred, dark, compressed or obstructed, we will explain what is feasible and ask for another photo before production begins.

Can the background be changed?

A different background can be discussed while the creative direction is being confirmed. What is feasible depends on the reference photos, composition and selected artist tier and process. Emerging and Established commissions can review the background in the direction Preview; Master commissions confirm it through their individual consultation before painting begins.

Can you add accessories to a pet portrait?

Accessories such as a collar, scarf or other meaningful detail can be discussed before painting begins. For Emerging and Established commissions, confirm them in the direction Preview. For Master commissions, confirm them through the individual consultation. What is feasible depends on the reference photos, composition and selected artist tier and process.

Understand delivery regions, transit timing, packaging standards, and damage handling.

Where can PFH deliver?

Enter the destination and delivery address at checkout to see whether delivery is available and which service and charge apply. Availability can vary by address, artwork size, packing and customs arrangements. If PFH needs more information before dispatch, we will contact you.

How long does delivery take after dispatch?

Delivery time after dispatch depends on the destination, address, service available at checkout, customs and the carrier. When the artwork is dispatched, PFH shares the tracking information or delivery updates provided by the carrier. A customs review or carrier delay can change an estimate after shipment.

How much is shipping?

Orders of US$500 or more qualify for free shipping where that option is available for the delivery address. Checkout shows whether it applies and any charge for the available service.

How is the artwork protected for delivery?

PFH chooses protective packing according to the artwork size, frame and destination. If an artwork needs a special packing or customs arrangement, PFH will contact you before dispatch.

What if the work is damaged during transit?

Contact PFH promptly and within 48 hours after delivery. Include the order number and clear photos of both the artwork and its packaging. PFH will review the evidence and explain the available remedy, timing and any return requirement under the Refund Policy.

Understand how to reach support and how order status is usually communicated.

How can I contact the team?

Email hello@paintforheart.com. If your question is about an existing order, include the order number and a short description so the team can review it.

How do I check the order progress?

Custom orders normally move through these broad stages: order received; required references and information confirmed; direction review where the selected artist process includes it; painting; completed-work review; dispatch; and delivery. The exact stage depends on the Product and options ordered. For the current status of a specific order, email hello@paintforheart.com with the order number.

Still need a hand?

Choose the kind of help you need

If you haven’t found the answer yet, you’re welcome to choose the kind of help that feels closest to what you need.

Add photos to an order Choose the portrait from your order and add the photos you’d like the artist to work from. Send request Shipping and delivery Review delivery options, costs, production timing, packing and tracking. View shipping information Order updates Sign in to see the order information currently available in your account. View your orders Contact PFH Tell us what you need help with. If you’ve already ordered, include the order number and a short note. Contact us