Support
Get help with PetPicto portraits, downloads, orders and privacy requests.
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Email us
Contact us about a portrait, payment, download, delivery or privacy request. You do not need an account to get help. Send your message from the email used at checkout where possible.
Help us find your order
Include your order number or task reference, the purchase date, what went wrong and the device or browser you used. A screenshot can help. For a damaged keepsake, include photos of the item and packaging. Do not send passwords, verification codes, full card details or publicly share private download links.
If you purchased through an account, you can also use Support tickets and Payment history. Guest customers should email us directly.
I paid but cannot download my photos
Check your receipt and delivery email, including spam, and confirm the email address used at checkout. A private email or QR link can open your photo downloads without signing in. These links currently last 30 days. If a link has expired, your browser data was cleared or a file is unavailable, contact us with the order number before purchasing again.
My portrait failed or looks wrong
A failed preview does not require you to buy a download. If a paid file is missing, incorrect or has a technical problem, send the order and task reference. Review free previews before buying: AI can vary in likeness and small details. We will investigate the issue based on the actual order.
Change, cancel or track a keepsake
Email us promptly with the order number and requested change. Available changes depend on production and shipping status. For damage, an incorrect item or a delay, include the details you have. See the Refund policy for cancellations and refund requests.
Privacy and account help
For access, correction or deletion requests, email us with the relevant order or account details. We may need to verify ownership. See the Privacy policy and Terms of service. We reply to the email or ticket you used; keep your order reference for follow-up.