FAQ
Shipping
What are your shipping times?
Delivery Estimates
US Orders: 2-5 days production time, 3-7 working days delivery time. We estimate a 1-2 week turnaround time in total, but orders sometimes arrive sooner.
Canada Orders: 2-5 days production time, 10-15 working days delivery time. We estimate a 2-3 week turnaround time in total, but orders sometimes arrive sooner.
International Orders: 2-5 days production time, anywhere from 10 to 20 days delivery time. We estimate a 2-4 weeks turnaround time in total. Note that international orders can be delayed due to customs.
You'll receive an email containing your tracking number once your order is ready to be shipped.
What is the production process?
From the date you place your order up to the date your product is printed, it can take as few as 3 days.
Do items ship together?
Usually yes, but this depends on your order. We may ship each item in its own separate parcel. We work with multiple partners who specialise in specific products. This ensures a high quality product.
Will I get a tracking number?
Yes, as soon as your tracking number is available, you'll receive an email containing the full details.
If over 3 weeks have passed and you do not have a tracking number, please email us.
Note: You will receive multiple tracking numbers if your order is shipped in multiple parcels.
My tracking link isn't working!
Don't worry - we can fix this. Just email us and we can get this resolved for you ASAP.
Does Nergy ships worldwide?
Yes, we ship to almost every country! Everyone should be able to celebrate the love they have for their pets. We ship to over 100 countries, so everyone can show their pets how much they love them.
Tracking status says delivered, but I haven't received anything
If you've received an "order delivered" email but haven't gotten your package, here's what to do:
- Check your shipping address: Ensure it's correct, even small typos can cause issues.
- Wait 3 business days: Often, the email is sent too early.
- Ask neighbors: They might have it.
- Contact the post office and courier: They can help track it down.
If you still haven't found your package after a week, please let us know.
My order has a delivery exception. Please help!
A delivery driver has attempted to deliver the parcel, but was unsuccessful. This can be down to a variety of reasons: incorrect shipping address, nobody at home and no safe place to leave the parcel etc.
Check that you provided the correct shipping address at checkout and then contact the courier as soon as possible to arrange another delivery attempted at a time that suits you.
If the parcel is delivered to the wrong address because you made a mistake at checkout, we cannot offer a refund or replacement.
My order was returned to sender, now what?
Your order was either shipped to an incorrect address or the delivery driver has attempted delivery multiple times but has been unsuccessful, and could not find a safe place on the property to leave the parcel.
When a parcel is returned to sender, we can ship it back out to you. It's a good idea to double-check your shipping address before we send it back out.
Return/Refunds
Do you offer refunds?
As your order is specific to you and your pet, we cannot offer refunds. Your product is 100% unique to you and all sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right. If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
What if I don't like the final product?
We prioritize your satisfaction with your personalized artwork. Our quality assurance process includes:
- Photo review: We check your photo and contact you if needed.
- Artwork review: Our team ensures high-quality pet portraits.
- Customer dashboard: Preview your artwork and make unlimited revisions for free.
This process guarantees you'll love your final piece.
I received the wrong item
If you receive a defective or incorrect item we promise to replace it ASAP. Please report the issue to us via email general.nergy@gmail.com and provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product.
My product arrived damaged
Please email general.nergy@gmail.com providing some photos of the product and its defect and we will ship out a replacement ASAP. We have a 100% replacement guarantee for any order that arrives with any damage, defect, or mis-print. While we don't offer refunds in these cases, you can rest easy knowing a new product is on the way.
We recommend that blanket/apparel defects are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.
I paid to upgrade my product size but I didn't receive it
We're very sorry we missed this! Please email us general.nergy@gmail.com with a photo of the product and the sticker that shows it’s size. As soon as we receive this photo we will process a replacement as fast as possible.
Alternatively we can offer you a refund in the amount you paid to upgrade the product.
Can I cancel my order if I change my mind?
Order cancellations are permitted up to 24 hours after placing your order.*
Email us and we will cancel and refund you minus a 10$ mandatory drawing fee. This is because our artists will have started work on your order.
*A $10 fee will occur if work has begun on your order during these 24 hours
Orders that have been sent to print cannot be cancelled under any circumstance.
General
Do you support any charities?
We support animal welfare charities with a portion of our profits. Your purchases help make a difference in the lives of animals in need.
We encourage customers to donate defective or incorrect blankets and apparel to local shelters. This provides comfort to homeless dogs and turns a minor issue into a meaningful act of kindness.
Will you remove the photo background?
Yes, our brand is all about your pet. Your pet is our focus, not the photo background! Our artists create our custom portraits based solely on the pet. We never include the background.
Can I change my order?
If you need to change your order, please get in touch with us as fast as possible. We can usually make changes without issue as long as you let us know within 24 hours of placing your order.
Will I see the pet portrait before it is printed?
YES! We offer artwork previews and unlimited revisions on every single order. So no need to worry if you'll like your pet art - we only print when you're 100% satisfied.
When will I receive my digital art file download?
If you purchased a digital art file of your pet portrait, we'll send it to you via email. You should expect this email around the same time you get your tracking number email. If you haven't received your digital art file but you have received your physical product, please get in touch atgeneral.nergy@gmail.com.