FAQ
Frequently Asked Questions
ORDERING & PRODUCTS
What dog breeds do you have? We currently carry 120+ breeds in our Neon & Bold collection — from Golden Retrievers and Pitbulls to Norwegian Elkhounds and Petit Basset Griffon Vendeens. If you can't find your breed, use the search bar on our homepage or contact us — we're always adding new designs.
What sizes are available? Our products come in multiple sizes depending on the product type. Most wall art is available in:
- 30×40 cm / 12×16"
- 45×60 cm / 18×24"
- 60×80 cm / 24×32"
- 70×100 cm / 28×40"
Sizes vary by product type. All available options will appear on the product page.
What product types do you offer? We offer 9 premium product types:
- Framed Canvas
- Acrylic Print
- Aluminium Print
- Brushed Aluminium Print
- Premium Matte Paper Poster
- Premium Matte Paper Metal Framed Poster
- Premium Matte Paper Wooden Framed Poster
- Wood Print
- Framed Canvas
Each material has a different look and feel — from gallery-worthy acrylic to warm, rustic wood prints.
Can I customize the art with my own dog's photo? Not at this time. Our collection features original artist-designed breed portraits — not photo prints. Every design is crafted to capture the spirit and soul of each breed, not just a photograph. We're exploring custom portrait options for the future.
Are the colors accurate to what I see on screen? We do our best to represent colors accurately, but slight variations can occur due to differences in monitor calibration and the printing process. Our prints are produced at museum-quality standards and the colors are vibrant and rich in person — many customers tell us they look even better than on screen.
SHIPPING
How long does shipping take? Each piece is made to order. Here's the full timeline:
- Production: 3–7 business days
- Shipping: 5–14 business days depending on your location
- Total estimated delivery: 8–21 business days from order date
We know that's not Amazon Prime — but great art takes time, and we think it's worth the wait.
Do you ship internationally? Yes. We ship worldwide. Our production partner has 140+ local production hubs in 32 countries, which means your order is produced as close to you as possible for faster delivery and a smaller environmental footprint.
How much does shipping cost? Shipping is free on all orders over $75. For orders under $75, shipping rates are calculated at checkout based on your location and product type.
How do I track my order? Once your order ships, you'll receive a tracking number by email. You can use it to follow your package every step of the way. If you haven't received a tracking email within 7 business days of ordering, contact us at aypapishop@gmail.com.
My order hasn't arrived — what do I do? First, check your tracking number. If your package shows as delivered but you haven't received it, check with neighbors and your local post office. If it's been more than 21 business days and your package is still missing, contact us and we'll make it right.
QUALITY
What kind of print quality do you use? Every piece is printed using museum-grade materials and professional printing equipment. We use archival inks that are designed to last for decades without fading. If it wouldn't hang in a gallery, it doesn't leave our hands.
Will the colors fade over time? Our prints are made with archival-quality inks that are fade-resistant for decades when kept out of direct prolonged sunlight. We recommend hanging your piece away from windows that receive direct afternoon sun for the best longevity.
How is it packaged — will it arrive safely? Every piece is carefully packaged with protective materials to prevent damage during transit. Canvases and framed pieces are wrapped and boxed securely. If anything arrives damaged, we replace it — no questions asked.
RETURNS & REFUNDS
What is your return policy? We offer a 30-day money-back guarantee on every order. If you're not completely in love with your piece, contact us within 30 days of delivery and we'll make it right — whether that's a replacement or a full refund.
What if my order arrives damaged? Take a photo of the damage and email it to aypapishop@gmail.com with your order number. We'll send a replacement immediately at no cost to you. You don't need to return the damaged item.
Can I get a refund if I change my mind? Since every piece is made to order specifically for you, we're unable to accept returns for change of mind. However, if there's a quality issue or the piece arrived damaged, we'll always make it right within 30 days.
What if I ordered the wrong size or product type? Please review your order carefully at checkout. Because each piece is custom-made, we're unable to exchange for a different size or product type. If you're unsure which size is right for your space, reach out before ordering — we're happy to help.
PRODUCTION
How long does it take to make my order? Production takes 3–7 business days. Every piece is individually produced and inspected before it ships to you.
Who prints and ships my order? We partner with Gelato, a global print-on-demand platform with 140+ production facilities in 32 countries. Your order is produced at the facility closest to your location for the fastest possible delivery.
Is every piece made to order? Yes. We don't hold inventory. Every piece is printed specifically for you when you place your order. This means zero waste and a product made fresh — just for you.
PAYMENT & DISCOUNTS
What payment methods do you accept? We accept all major credit and debit cards including Visa, Mastercard, American Express, as well as PayPal, Shop Pay, and Apple Pay. All payments are processed securely through Shopify's encrypted checkout.
Is checkout secure? Yes. Our store uses SSL encryption and is powered by Shopify — one of the most trusted e-commerce platforms in the world. Your payment information is never stored on our servers.
Do you offer discounts or promo codes? Yes! New customers can get 10% off their first order by signing up for our newsletter. We also run occasional promotions — follow us on Instagram and TikTok @vandoghart to stay in the loop.
I have a promo code — where do I enter it? Enter your promo code at checkout in the "Discount code" field before completing your purchase. Discount codes cannot be applied after an order is placed.
STILL HAVE QUESTIONS?
We're real humans and we'd love to help.
📧 Email us: aypapishop@gmail.com 📞 Call us: +1 772-647-0646 📍 Van Dogh Art, 4261 West Palm Aire Drive, Pompano Beach, FL 33069
We typically respond within 24 hours on business days.