Frequently Asked Questions
Tip #1: Take a close-up photo of your pet, make sure the location is well-lit. Ideally, in daylight with no filters.
Tip #2: Capture the head, neck, chest, and ears as much as possible in a close-up and direct view.
Tip #3: To learn more, see our Image Guidelines
The standard product displayed on our website shows one pet by default. But don't worry! If you would like to include multiple pets in a single piece of art, please reach out to our support team via email atservice@ticovico.com
All animals are welcome! Except that we are not so good at illustrating humans yet...Feel free to contactservice@ticovico.comfor any questions or requests.
Based on the photo of your pet, our design team will work on the illustration. We will send you a preview of the design via email to ask if you would like to make any changes to the draft. Before we begin creating the art, we need your final approval on the preview.
During the communication, we can help you with changes to the order, including address updates. Once you confirm the draft design, changes to the order can no longer be made.
If you place your order but do not get our email reply after 3 business days, please double-check the email address that you put in the order (maybe there is a typo).
Feel free to contact service@ticovico.com for any questions or requests.
For an additional 10 USD fee, we can send you the digital file of your commissioned illustration through email, after your order has been shipped. Please be aware that we now only sell digital files along with physical products.
Feel free to contact service@ticovico.com for any questions or requests.
To choose a faster shipping service, you can click on "Get it Sooner" on the product page. Orders without this option will take longer to deliver. For an additional 20 USD fee, you can expedite the shipping process by around a week. If you have any questions, please contactservice@ticovico.com
Returns
We are unable to accept returns because these products are 100% customized. That is why we communicate with you via email before we make the artwork, to confirm that you accept the design draft. However, if the artwork isn't quite what you expected or your order arrived damaged, please take the following actions:
- Take some photos of the package and the products and show details of the parts that disappoint you
- Send us the photos via email to service@ticovico.com and tell us what you think
- Our customer service team reviews requests regularly. We promise to get back to you as soon as we can.
Feel free to contact service@ticovico.com for any questions or requests.
Shipping
2-3 weeks after the date of purchase
Peak holiday seasons may result in up to four-week shipping delays.
Feel free to contact service@ticovico.com for any questions or requests.
We offer FREE global shipping on all orders over 50 USD. For orders under 50 USD, we charge a 10 USD flat rate.
Feel free to contact service@ticovico.com for any questions or requests. been placed?
Since our products are custom-made, we start working on every order as soon as it is placed. Order cancellation is through emails sent to service@ticovico.com
Cancelation requests must be submitted within 12 hours after the order is placed. Refunds will be handled at our discretion.
If you would like to make any changes to the order or the draft design, we are always happy to help. Feel free to contact service@ticovico.com for any questions or requests.
In general, we try to combine all the items in the same order and ship in one package.
Occasionally, one item in your order will be completed ahead of time and could be shipped out first, if you want to. We may reach out to you via email if this happens.
If you would like to make special arrangements for the shipment, we are always happy to help. Feel free to contact service@ticovico.com for any questions or requests.