FAQ

Answer the important questions before the customer has to ask.

The legacy FAQ page was dense and practical. This version preserves that clarity so customers can review ordering, upload, and support guidance in one place.

About the Brand

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

What kind of brand is Paint For Heart?

Paint For Heart focuses on handmade oil painting commissions and original artwork curation for pets, people, family stories, and meaningful gifting.

We work with artists across multiple visual languages, from classical realism to more expressive contemporary directions.

In simple terms: we do not sell printed replicas. Every piece is made by hand, and each order moves through a confirmation stage before formal production begins.

Why do customers choose PFH?
Preview support

Many standard commissions include a draft preview so you can confirm the direction before the artist begins.

100% hand-painted

Every piece is painted by hand rather than batch printed.

Order first, upload later

You can still place the order even if your reference photos are not ready yet.

Worldwide delivery

We ship internationally, and the final delivery options are shown during checkout.

Custom Commissions

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

What subjects can you paint?

Subjects we can paint

Classical oil portraiture Refined and realistic, ideal for long-term display and gifting.
Pop-inspired creative work Brighter and more playful, suited to younger gifting and lively interiors.
Impression-led direction More visible brushwork and movement, for customers who want a stronger art feeling.
Abstract expression More emotional and atmospheric, for customers who want something distinctive.

Common styles

Classical oil portraiture Refined and realistic, ideal for long-term display and gifting.
Pop-inspired creative work Brighter and more playful, suited to younger gifting and lively interiors.
Impression-led direction More visible brushwork and movement, for customers who want a stronger art feeling.
Abstract expression More emotional and atmospheric, for customers who want something distinctive.
How do I start a custom order?
1
Choose a style

Start with the portrait style that best fits your story.

2
Choose size and framing

Confirm the size, frame, and subject count.

3
Upload photos now or later

Send your reference photos right away, or place the order first and share them afterward.

4
Confirm add-ons and place the order

Add any signature requests, rush service, or notes before checkout.

Can you paint multiple pets in one piece?

Yes. The base price covers one pet. Each additional subject adds a fee based on the selected size, and we can usually paint up to five pets in one composition.

Orders with more than five pets should be reviewed by support first because composition and detail density need manual evaluation.

How is pricing handled for multiple people?

The base structure covers one person. Each additional person increases the price according to the selected size. Larger canvases are strongly recommended for group portraits so facial detail does not collapse.

Can you paint a pet that has passed away?

Yes. Many customers commission memorial portraits for pets that are no longer with them. As long as the photo reference is clear enough, the artist can work from it. If the image quality is weak, we will explain any limitation before production continues.

Can you paint someone I do not personally know?

Yes, but copyright and usage rights still matter. If the image is your own photo or an openly usable reference, the request is usually fine. If it comes from a commercial source, authorization may be required first.

Original Artworks

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-one piece created independently by a represented artist. Each work is intended for long-term display, preservation, and appreciation, and may include the artist's signature or certificate when available.

How is original art different from a custom painting?

Original artwork | Created independently by the artist to express a personal visual language, making it more suitable for collecting, gifting, and long-term display.

Custom oil painting | Created from customer-provided references and tailored to a specific request, making it more suitable for remembrance, tribute, and home display.

What styles are available in original art?

We present original works across realism, impression, abstraction, and contemporary ink-oriented practice. Each piece comes from an artist with a distinct voice.

How do I purchase an original artwork?

Browse the original art page and choose the work you love.

Review the artwork details, including artist profile, dimensions, medium, and pricing.

Place the order through the storefront; worldwide shipping is supported.

When the work arrives, the buyer receives the work itself along with any attached signature or certificate notes.

Do original artworks have collector value?

Our original works come from artists with different backgrounds and creative styles, so collectors can choose the voice and atmosphere that feels right for them.

Each piece is suited to long-term display and thoughtful collecting, especially for buyers who care about style, provenance, and room presence.

If you want a new commission in a specific artist's visual language, you can contact us to confirm whether that artist accepts commissioned work.

Is there after-sales support for original artwork?

Yes. If a piece is damaged during transport, we coordinate the resolution. If there is a clear quality issue after delivery, support should be contacted within seven days. Because original artwork is unique, non-quality returns are generally not accepted.

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.

Production and Delivery Timing

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

How long does the full process usually take?
Standard orders
30-45 calendar days

Painting usually takes 15-20 days, plus 15-25 days for delivery

Rush orders
9-32 calendar days

Painting usually takes 2-7 days, plus 3-5 days by air

Detailed flow

Reference confirmation

1-2 days

Artist production

15-20 days, or 2-7 days on rush service

Drying and quality check

1-2 days

Delivery

15-25 days by land or sea, or 3-5 days by air

Can holiday orders still arrive on time?

Holiday orders should generally be placed at least two months in advance.

Christmas

Before October 1

Valentine's Day

Before December 1

Mother's Day

Before March 1

Father's Day

Before April 1

Thanksgiving

Before September 1

The earlier the order is placed, the more buffer exists for production, drying, and international delivery.

Why does it take this long?

Handmade oil painting takes time. Artists build the work layer by layer and allow the paint to dry naturally before continuing.

A standard custom timeline usually needs around 18-22 days for the artistic stage alone so quality does not collapse.

Rush service can prioritize production, but it does not remove quality control from the process.

What happens if the order is delayed?

If the delay comes from our side, such as artist availability or material supply, the customer can keep waiting with compensation support or discuss a refund path.

If the delay comes from force majeure, such as weather or customs inspection, we will communicate early and coordinate the next-best solution together.

Quality Assurance

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

Is the work printed or hand-painted?

100% hand-painted

Every work is painted by a professional artist using traditional methods.

Each brushstroke carries the warmth, texture, and long-term display value that a printed surface cannot replicate.

Can I see a preview first?

Yes. After checkout, the order moves into review and confirmation. Some commissions include a draft preview, while higher-tier work may be confirmed through direct consultation before painting begins.

What if the painting does not feel accurate enough?
Preview and confirmation stage

Reasonable adjustment requests can still be discussed

After completion

Technical issues are handled directly, and subjective feedback can still be reviewed case by case

We commit to technical accuracy while also taking aesthetic feedback seriously so the final result lands as close as possible to expectation.

What materials do you use?
1
Canvas Museum-grade linen canvas
2
Paint Imported oil pigments
3
Longevity Intended for stable long-term indoor display
What level are the artists?
Emerging artists Default

Best for more budget-aware commissions, and some standard orders may include a draft preview

Established artists Recommended

More mature individual language and stronger finish quality

Master artists Premium

Best for one-to-one commissions with a more tailored consultation experience

Refund Policy

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

Can I get a refund?
Before production scheduling Full refund possible No custom cost has been created yet
After scheduling begins Negotiated based on sunk cost Materials or artist time may already be locked
Mid-production Refund usually unavailable Custom cost has already been incurred
After completion Refund usually unavailable The work has already been completed
Within 7 days after delivery Quality issues only See the clarification below
What counts as a quality issue?
Counts as a quality issue
  • The delivered work clearly does not match the confirmed order specifications
  • There is a visible workmanship defect, such as cracking or serious color loss
  • The piece is damaged during transport
Does not count as a quality issue
  • The customer feels it is not close enough even though there is no clear technical defect
  • Minor color variation
  • Small frame imperfections
  • Purely subjective aesthetic dislike

If there is any uncertainty, support can review the case against the order record and submitted images.

How long does a refund take to arrive?

Photo Requirements

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

What kind of photo works best?

Use a well-lit image with no heavy shadow over the face or main subject

Front-facing or about 45 degrees usually works best

Aim for at least 1920 x 1080 resolution

Avoid sunglasses, masks, or heavy obstruction

For pets, open eyes and a natural expression help a lot

Can you still work from a low-quality photo?
Excellent 2MB or more
Ideal for production
Usable 1-2MB
Still workable, and we recommend sending several backup photos
Limited Less than 1MB
Support should review the file first
Not recommended for production Blurry or overexposed
We usually recommend a new photo or a refund discussion instead

If weak source quality may reduce the final result, it is best to speak with support before the order is placed.

Can the background be changed?

Solid color backgrounds such as warm gray, off-white, deep blue, or burgundy

Gradient sky or cloud backgrounds

Garden, grassland, or other natural settings

A customer-specified background

Keeping the original photo background

Can you add accessories to a pet portrait?

Yes. Common additions include crowns, scarves, bow ties, and necklaces. These details are usually confirmed during the preview and approval stage.

Shipping and Packaging

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

Which countries do you ship to?

We currently ship to more than 12 major countries and regions, including the United States, Canada, the United Kingdom, Australia, New Zealand, Japan, South Korea, Singapore, Malaysia, and Thailand. Delivery availability is shown at checkout, and remote areas should be confirmed with support before purchase.

How long does shipping take after the work is finished?
Most destinations

15-25 business days after the artwork is completed

Remote regions

20-30 business days may be needed

How much is shipping?

Orders above the current threshold qualify for free shipping. If the threshold is not met, the shipping fee is shown during checkout.

Is the packaging safe?
Moisture-protection materials Multi-layer cushioning foam Custom rigid cartons Fragile labels on the outer box

Transport protection and exception handling are part of the delivery process.

What if the work is damaged during transit?
Minor Frame scratches

10-20% compensation

Moderate Small canvas damage

30-50% compensation or a free repaint

Severe Major canvas damage

Free repaint or negotiated compensation

The package should be checked at delivery. If there is a problem, photographs should be sent to support within 24 hours.

Contact and Order Tracking

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

How can I contact the team?
Email

hello@paintforheart.com

1-2 business days
WeChat

PaintForHeart_CS

1-2 business days

We reply as quickly as possible, but queue time may increase during busy periods.

How do I check the order progress?
1
Order placed

We have your order and any remaining photo requests

2
Materials confirmed

Your reference details are ready for scheduling

3
Review stage

We confirm the direction before painting begins

4
Painting in progress

The artist is creating your work

5
Completion confirmation

Final approval before shipment

6
Shipped

Tracking information is available

7
Delivered

Your order has arrived

If photos are still missing, we will keep reminding you by email until everything is submitted.

Support routes

Still have another question?

Use this page to find the fastest next step for timing, photo uploads, delivery questions, and policy help.