Questions answered with care

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.

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.

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.

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.

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.

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.

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.

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.

1. Open the Original artwork collection and choose a specific work.

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

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

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

Each Original artwork is a one-of-a-kind work, but collecting value is personal and PFH does not promise future resale value or appreciation. Read the individual Product page for the artist and work facts that have been verified for that piece, then decide whether its subject, visual language, condition and presence suit your collection.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.