FAQ

 

＊ About the Shop ＊

Q. I have a question and would like to contact you.

 

A. If you have any questions, please contact us via LINE or email.

For any uncertainties during ordering, please check How to Order.

We are closed on weekends and holidays, so we generally respond to inquiries after the break.
       LINE:@543mjahh　Email:hello@petcanva.jp

<< Click here for inquiries via LINE >>

 

Q. Is there a way to check my order details?

 

A. We send an order confirmation email after your order is completed.
It is sent automatically to the email address you registered. If you do not receive it, please contact us.

＊ About Ordering ＊ 

Q. Please tell me the payment methods.

 

A. ・Google Pay
     ・Apple Pay
     ・Credit Card (Visa, Mastercard, JCB, Amex）
　   ・PayPay / Line Pay / Rakuten Pay /au PAY /d-barai

Q. I cannot enter the coupon code

It cannot be used in conjunction with the multi-item discount.

If the multi-item discount is applied, you may not be able to enter a coupon.

Also, the multi-item discount may be replaced if you enter a coupon.
The higher discount rate is automatically applied.

Additionally, coupons cannot be used in conjunction with free cushions or free blankets.
(The same applies when purchasing from Pet Art Partners.)

Q. Is it necessary to provide a phone number?

Please note that if no phone number is provided, the shipping company will not be able to contact you if there is an issue during delivery, which will result in re-delivery charges.

 

Q. I am worried because I haven't received an automatic confirmation email after placing my order.

A. It may have been filtered out, so please check your spam folder.

Please configure your settings to receive emails from hello@petcanva.jp.
＊ We have received many reports from customers using "ezweb.ne.jp" that they do not receive our emails. If you placed an order with this email address, please contact us at the address below.hello@petcanva.jp

 

Q. Is your company based in Japan? I am worried about credit card payment security. Is it safe?

A.
Our company is based in Japan and is managed by Japanese owners.Please rest assured that only printing and shipping are handled by our partner company in China.
As we are an online-only business, we use the highly secure Shopify payment service to ensure our customers' peace of mind and protection against fraud.
Please read the detailed explanation below for more information.

Shopify is PCI DSS Level 1 compliant, which imposes various strict requirements to protect the data of members using credit cards.
Level 1 certification is obtained by only a very small number of companies in Japan, and a robust security maintenance system equivalent to that of financial institutions is in place. We have also obtained ISMS certification, known as ISO27001.
ISMS certification is a global standard for information security management systems and demonstrates the high level of security that Shopify has established.

 

Q. Do you ship overseas?

 

A. We can ship overseas.
Please contact us as shipping costs may vary.

 

Q. Is it possible to create a custom design not listed in your pet portraits?

A. Yes, we can create a custom design.
Please consult with us as we charge an additional custom fee.

＊ My Pet Art ＊

Q. Can I change the photo?

If you wish to change the photo, we charge an additional fee of 1,000 yen because the designer will have to start the design process from scratch.
We apologize for the inconvenience and appreciate your understanding.

Q. What is the difference between a canvas and a digital design?

[Canvas] is a physical canvas printed with the design, which we deliver to you.
There are 3 sizes available: S (20×25cm), L (30×45cm), and XL (40×60cm).

＊The materials and quality of the canvas and other products are subject to change without notice.

Q. I haven't received any emails

We contact you via your registered email address within a few days of your order, once the design is completed.
＊If you are registered with an "ezweb" or "docomo" email address, you may not receive our emails due to your specific spam filters.
We recommend using a PC-based email address.
If we do not receive a reply for more than a month, we will contact you via personal Gmail or SMS.

＊If your phone number is not provided, and there is an issue with your email address such that we cannot contact you, the item may be shipped using the draft design.

＊Please note that for designs with no contact or reply for over 3 months, the design data may be deleted due to storage capacity limits. In such cases, you will be required to pay the design fee again to restart the design process. We apologize for the inconvenience and kindly ask for your prompt reply.

 

＊ About Photos for Design ＊

 

Q. Is it okay to use a photo taken with my phone?

A. To ensure the best final product, we ask you to follow the photo guidelines below when taking photos.

How to take photos for pet portraits

◎ Take the photo at eye level with your pet.

◎ Avoid direct eye contact with the camera if possible.

◎ Take a close-up focusing on the face rather than including the whole body (ensure the ears are fully captured).

◎ Avoid indoor lighting; shoot outdoors if possible.

Photos suitable for quality production

・Photos taken with a smartphone or digital camera that are in focus.

・High-resolution, large-sized photos.

・Photos where the entire face is clearly visible without being cut off.

Photos difficult for quality production

・Out of focus photos.

・Photos taken using apps.

・Photos downloaded from social media apps like LINE
(As they get compressed during the download process.)

 

＊ After Design ＊


Q. Is it possible to change the design after receiving the approval email?

A. To minimize delivery time, we proceed to production immediately after your approval. However, if you reply within 24 hours, we can pause the printing process. For inquiries made after that time, or for requests due to customer-related reasons (such as failure to check the email), please note that we will require you to pay for the item again for re-shipping.

Q. Can I check the draft once the design is completed?

A. We will send it to your registered email address within a few days of your order.

In principle, if one week has passed and you do not reply after we have contacted you at least twice, we will consider it approved and proceed to the printing stage.

＊ About Shipping ＊

Q. How long will it take for the product to arrive?

 

A. Since it is shipped from our overseas partner printing company, it usually takes 14-20 business days, though there may be delays depending on logistics conditions. We apologize for the inconvenience.

 

Q. Can you provide gift wrapping?

A. We are very sorry, but we cannot provide gift wrapping. We appreciate your understanding.

 

Q. Can I get a tracking number?

 

A. You can check it here.
If you know your order number, please enter your order number and email address, or enter the 13-digit alphanumeric code starting with "LP" in the Tracking Number field.

＊ Pet Canva High-Performance Harness ＊

Q. Is it possible to change the name after ordering?

A. We are very sorry, but order details are sent to the printing factory immediately, so changes cannot be made after the order is placed.

Q. Can I find out where my product is now?

A. You can check it here.
If you know your order number, please enter your order number and email address, or enter the 13-digit alphanumeric code starting with "LP" in the Tracking Number field.

If you would like to chat with customer support, please contact us via the following methods:

  LINE:@543mjahh　Email:hello@petcanva.jp

<< Click here for inquiries via LINE >>