Policies & FAQs
Commission Process
Every portrait is created by me on quality paper using watercolor, colored pencil, and possibly additional complementary media.
How it works:
Place your order through my shop or Etsy (select size, and number of pets)
Send your photos via the upload link I'll email you, or to studio@justgenevieve.art within 48 hours—include your order number so I know who you are
I confirm receipt within a few days. If I don't, email me again! It’s ok to annoy me.
I paint your portrait. This is the part that takes a while.
You approve a preview before I ship anything. This is your last chance to catch something.
Your original ships to you with insurance, tracking, and a certificate of authenticity
Photo Submission
When do the photos need to be sent?
Please send me your photos within 48 hours of placing your order. This helps me stay organized and keeps your place in my queue.
What if the 48-hour window is missed?
Life happens! I won't panic if you don’t. Here's what happens:
After 7 days: I send a friendly reminder
After 14 days: I send a slightly less casual reminder
After 21 days: If I still haven't heard from you, I cancel your order and issue a refund minus a $15 transaction fee. I don't want to do this. Please don't make me do this.
Need more time? Just let me know! I'm always happy to grant an extension if you communicate with me. Simply reply to any of my emails or contact me at studio@justgenevieve.art.
Communication solves most problems. 🙃
Refunds & Cancellations
Before I begin painting:
You can ask for a refund minus a $15 transaction fee. No hard feelings. Once I've started, though, we're committed. Both of us.
But how do you know when I’ve started?
You can assume that I have once I send you a confirmation that I’ve received your photo references. If you’re feeling lucky, send me an email and ask me if I’ve started.
After I start painting:
No refunds. This is a one-of-a-kind piece made specifically for your pet. I probably can't resell a portrait of your dog to someone else. Probably. (It’s hard enough to be an artist as it is without trying to sell someone else your dog portrait.)
If photos are not submitted:
After 21 days of silence, I cancel your order and refund you minus $15 to cover payment processing. I will have emailed you several times by then. Please don't ghost me.
Damaged art:
Contact me within 48 hours with photos of the damage and the packaging.
I ship with insurance and tracking, so we'll file a claim and figure out next steps together, which will be replacement or refund depending on the situation. Keep the packaging until we're done. Yes, all of it. I know it's annoying.
So, to summarize:
Save the original packaging and everything in the package until the claim is settled
Do not throw out damaged items, even after photographing them
Take clear photos showing the extent of damage
You may be asked to take the entire package to your local Post Office for inspection
Preview & Revisions
Is there a preview before it's shipped?
Yes. You'll get a watermarked digital preview before I send anything.
What IS available for revision?
I can make minor adjustments at this stage, such as:
Small corrections
Fixing something important I missed from your reference photos
Minor tweaks to details
What is NOT available for revision?
Because each portrait is my artistic interpretation of your pet, I don't revise:
Overall style or artistic approach
Composition or layout
Pose or expression
Most color choices
These are my creative choices. If you wanted an exact replica of your photo, you would send your photo to get printed at a local drug store. This is a valid option, but not what I am offering.
Turnaround & Shipping
How long will this take?
Standard orders: 4–6 weeks from photo approval
Rush orders: Maybe. Ask me first.
The clock starts when I confirm I have usable photos. Not when you order. Not when you pay. Keep this in mind if you’re working against a deadline. That being said, if you’re giving it as a gift, people tend to love these things even if they’re a week later than you
How will it be shipped?
Carefully. Your original is packaged flat (not rolled), with protective materials, insurance, and tracking. Generally, I will ship with USPS.
How long does shipping take?
3–7 business days once it's in the mail. Or 2-5 days, if you are an optimist. Weather, holidays, and postal chaos may apply.
What You Receive
The actual, physical, original artwork.
Hand-painted watercolor with colored pencil, and possible other mixed media on high quality paper
Unframed and unmatted. Framing is your responsibility. I trust your taste.
Signed by me.
Artwork Usage & Copyright
Who owns the artwork?
You own the physical painting. I own the copyright. We both win!
What can you do?
You are welcome to:
Hang it in your home
Post it on social media (credit appreciated, not required)
Give it as a gift
Resell the original if you ever want to part with it
Order prints from me
What you cannot do:
Reproduce it yourself (no scanning, no photographing for copies)
Put it on merchandise or products
Use it commercially
Claim you made it. You didn't. I did. Be cool.
What I can do:
With the finished artwork: I own the copyright to every portrait I create. I can use your finished portrait however I choose, including:
Posting on social media and my website
Displaying in my shop as examples of my work
Adapting into products I sell (prints, cards, stickers, etc.)
This applies to all commissions. There is no opt-out for the finished artwork.
With your reference photos: The photos you send me are yours. I will ask your permission before using them publicly. You can say no, and I'll keep them private. If you say yes, I may use them on social media, my website, or my shop to show my process or how cute your cat is.
Want prints?
I can do that. Contact me: studio@justgenevieve.art.
Want commercial rights?
We can talk. Contact me with details and I'll quote you a price.
Framing & Display
Does it come framed?
No. You get the art. Framing is your domain.
Should I frame it?
Yes. Unless you live dangerously. Framing protects against dust, moisture, UV damage, and coffee spills.
Recommendations:
Glass or acrylic: Either is great! UV-protective if possible.
Use a mat: This keeps the artwork from touching the glass. Paper and glass can get stuck together sometimes. My art isn’t especially sticky, but you never know.
Acid-free materials: Mats and backing should be acid-free to avoid acid-related paper problems.
Standard sizes:
Your portrait is either 5×7" or 8×10". These are standard sizes. Finding a frame will be easy as pie! Even better, take it to your local frame shop and support a small business!
Still have questions? Email me at studio@justgenevieve.art.
Memorial Portraits
Losing a pet sucks. I won't pretend otherwise.
If your portrait is a memorial, let me know. Same process, I just want to be thoughtful in how I communicate with you.
Contact
Have a question that isn't answered here?
Email me at studio@justgenevieve.art and I'll get back to you.
For order-related questions, please include your order number in the subject line.