Delivery & Shipping Policy

Last updated: September 2, 2026

PaintMySoul creates customized artwork and gifts to order. Production and delivery times vary by product type, and revisions or customer response time may extend the timeline.

1. Watercolor & Acrylic Portraits

• First proof: usually emailed within 1–2 business days after we receive usable photos and instructions.
• Revisions: unlimited revisions are available when based on the original photos and instructions. Each revision may extend the timeline.
• Review window: please reply within 48 hours after a proof is sent. If we do not receive a revision request, the proof may be treated as approved so production can continue.
• Shipping: physical watercolor and acrylic artwork typically ships in 5–8 business days after approval.

2. Ceramic Mugs

Custom Pet Portrait Mug (Relief Mug)
Production: approximately 2 days after we receive usable photos.
Shipping: 7–10 business days.

Custom 3D Pet Mug
Sculpting: 7–10 days.
Kiln firing: approximately 3 days.
Shipping: 7–10 business days.
Estimated total turnaround: 25–30 days.

Personalized Initial Mug, Underglaze Ceramic Couple Gift
Production: 3–5 days.
Shipping: 7–10 business days.

3. Ceramic Plates & Dishes

All ceramic plates and dishes have an estimated total delivery time of 7–10 days, unless a product page clearly states otherwise.

4. Digital Delivery

For products that include or offer a digital artwork file, the approved hand-painted artwork is professionally scanned and the high-resolution file is sent to the email address used for the order. A digital file is not included unless the product page says it is included or it was selected as an option.

5. Shipping Destinations and Cost

We offer free standard shipping worldwide for physical orders. Availability can vary by destination. If we cannot ship to the address provided, we will contact you before dispatch.

6. Tracking

Tracking information is emailed when it becomes available. Tracking events can take time to appear after a carrier receives the parcel.

7. Address Accuracy, Customs, and Delivery

Customers are responsible for providing a complete and accurate shipping address. Contact us immediately if an address needs to be corrected. Address changes are not guaranteed after dispatch.

International orders may be subject to customs processing, import taxes, duties, or local fees. Unless required otherwise by applicable law, these charges are the customer’s responsibility.

8. Lost or Damaged Packages

If tracking shows an unusual delay, or if a package is lost or arrives damaged, email support@paintmysoul.com with your order number. For damage claims, contact us within 48 hours of delivery and include photos of the item and packaging.

9. Contact

Questions about production, delivery, or tracking should be sent to support@paintmysoul.com.