FAQ's
Design Process
How it works?
- Place Your Order
As soon as you complete your order, our artists get to work, turning your pet’s photo into a fully personalized, one-of-a-kind piece of art. - Art Preview (1-4 days)
Within just a few days, you’ll receive a preview straight to your email. We won’t move forward until you’re completely happy with it. - Unlimited Revisions
Your satisfaction comes first. Request as many changes as you need until the design is perfect. - Production (1-3 days)
Once approved, your order is produced locally with care and quickly prepared for shipping. - Final Touch & Shipping
We carefully package your artwork for delivery. You can find all shipping details in our Shipping Policy. - Need it faster?
Choose our “First In Line” service to speed up the design process, and select Express or Priority shipping at checkout for quicker delivery.
What's the turnaround time?
- Design Preview (1–4 business days)
After placing your order, you’ll receive a design preview by email within 1–4 business days. - Production Time (1–3 business days)
Once you approve the design, we begin production, which takes approximately 1–3 business days. - Shipping (1–5 business days)
After production, your order is packaged and shipped. Delivery typically takes 1–4 business days, depending on the shipping method selected at checkout. - Need it sooner?
Use our First In Line service to prioritize your design, and choose Express or Priority Shipping at checkout for faster delivery. - All timelines are estimates in business days.
Can I see the design before purchasing?
Since every piece is handmade, we don’t provide previews before the order is placed. But don’t worry—you can request unlimited revisions, and we only ship once you’ve approved the final design, making sure it’s exactly how you want it.
Do you only create pet designs?
Not at all! We craft custom artwork for pets, couples, families, cars, logos, landscapes, and much more. If you have a special request, just reach out to us at contact@linebyheart.com — we love turning unique ideas into one-of-a-kind designs.
Shipping & Payment
What are the shipping times ?
- Design Preview (1–4 business days)
After placing your order, you’ll receive a design preview by email within 1–4 business days. - Production Time (1–3 business days)
Once you approve the design, we begin production, which takes approximately 1–3 business days. - Shipping (1–5 business days)
After production, your order is packaged and shipped. Delivery typically takes 1–4 business days, depending on the shipping method selected at checkout. - Need it sooner?
Use our First In Line service to prioritize your design, and choose Express or Priority Shipping at checkout for faster delivery. - All timelines are estimates in business days.
I ordered multiple products, will they arrive together?
Depending on your order, items may be shipped in more than one package. However, in most cases, everything is delivered together.
Do you ship worldwide?
Currently, we ship to the United States and Australia.
Returns & Refunds
Do You Offer Cancelations and Refunds?
Because our products are fully customized, we’re unable to offer refunds or exchanges once an order has been placed.
If you received an incorrect item or your order arrived damaged, we will replace it at no cost.
Please contact us at contact@linebyheart.com within 48 hours of receiving your order. To help us resolve the issue quickly, photos of the item and its packaging will be required.
For more details, please visit our Refund Policy page.
What if I don't like the design?
We offer unlimited revisions and stand behind our work with a satisfaction guarantee.
Your order will not be produced or shipped until you’ve approved the final design. If you think a different photo would work better, we can update the artwork accordingly.
Our team will make all necessary adjustments to ensure you’re happy with the final result.
Customer Support
Where can I see my order status?
Click “Track My Order” in the top menu to view your order status.
You can also check it directly at linebyheart.com/apps/track123
Where can I contact you?
You can reach us by email at contact@linebyheart.com or send us a message on Instagram.
How long does it take to receive email replies?
You can usually expect a reply within a few hours. During high-volume periods, such as holidays, response times may extend to 24–48 hours.
I haven’t received any emails after placing my order—what should I do?
If you don’t see any emails within 2–4 days, first check your spam or junk folder. If it’s still missing, contact us at contact@linebyheart.com or via Instagram, and we’ll assist you promptly.
How can I get in touch to collaborate with you?
You can contact us at contact@linebyheart.com or send us a message on Instagram or Facebook. We’re always happy to discuss collaboration opportunities!