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GOT QUESTIONS? WE HAVE ANSWERS!
Need a second opinion on a photo? Have a baby meme to share?
I still don't understand, what do you really do?
We create beautiful custom portraits from your baby's photo and a pre-made background we offer. We combine the 2 to make a memorable portrait which you can cherish forever!
How long does it take?
Our team of artists work as fast as they can but sometimes we are very busy. Please expect to receive your artwork & canvas between 25-35 days from when you order!
If you are ordering a canvas, we will send you an email about your final image. It is required to be approved within the first 3 days. If it is not approved by then, we print your final image and send the canvas over.
Is my photo good enough to use?
If you followed our photo guidelines, then yes your photo is very likely good enough to use.
• Make sure the photo is taken in good lighting (outdoor daylight is best)
• Try to take the photo at eye level
• They don't need to be looking at the camera
• Try to get a close up so we can see your unique features
• Make sure the photo is not blurry
• Make sure no features are out of frame - we can't add them if they aren't in the original photo
We conduct a photo check for every new order we receive and will email you if we need a different one. But it's best to take matters into your own hands and ensure you upload the best photo you have.
If we do need a new photo from you, this may lengthen your delivery time by a few days.
Please note that if you refuse to provide a replacement after we have informed you that the original photo may not result in quality canvas art, then we cannot refund you. It's your responsibility to ensure that you are happy with the photo you provide.
It is the (YOU) customer's responsibility to provide a high quality photo and although we do review orders, it is not our responsibility to chase you for a better photo. Low quality photos will not result in a high spec design that we show on site. All examples on our website were produced using high quality photos.
Why doesn't my whole picture fit?
Aspect Ratio - Images can come in a wide range of aspect ratios, which is the main reason for why an image will not fit as intended.
Aspect ratio is "the ratio of the width to the height of an image or screen". Most pictures are taken in an aspect ratio of 4:5 aspect ratio (which translates to 8x10, 16x20, etc). With panoramic shots or cropped images, this can change the aspect ratio.
Changing the Aspect Ratio
We cannot change the aspect ratio on images, short of cropping them. When uploading your image you may see it doesn't fit the entire picture on the canvas.
Pictures in Frames
A good way to think about it is a picture in a frame. When getting a frame, you always want to get the perfect size for your image. If you have a photograph that is 8x12, an 8x10 frame will not fit because it will crop the image out of the frame. If you get a frame that's too large (such as a 10x12), it will fit lengthwise, but then there is that extra space above it that the photograph cannot fill (as there is no more photograph).
The frame, like the canvas, needs to fit the aspect ratio of the image.
What Can We Do?
A picture can certainly be manipulated to fit a certain aspect ratio, but none are ideal solutions:
Cropping - This is a free service that's included in all orders. We will crop the image to fit the aspect ratio of the size you have chosen
Squashing/Stretching - This is not something we offer, and is not recommended. This would be to either stretch the image or squash it to fit the new size. It can result in things looking unnatural (especially when blown up to print on canvas). This editing can also cause pixelation to the image, due to editing.
New Size/Image - This is the ideal solution, finding the size that perfectly fits your image (or the image that perfectly fits your canvas size)
What is the Best Type of Image or File to Use?
Most images will work great! Images from Facebook, Instagram, and cellphones make great prints!
We can accept the following types of files:
.jpeg or .jpg
.tif or .tiff
When uploading your image, if the size is too small you will receive a message to upload a new image. If you receive a low resolution warning, you can view our image troubleshooting guidelines here.
Other photo types:
PDF File - If you have a PDF file for printing, you will need to convert it to a JPEG or TIFF file format to upload and order. Many photo editing applications can do this, as well as several free online converters.
Physical Print - If you have a physical photograph you want to use, we recommend having the image scanned as a jpeg file at a resolution of 600 DPI in order to get the best quality photo to us. Your local printing company, FedEx Kinko's, or Office Depot are some of the places where you can get your image scanned.
Negative - If you have a negative you would like to print, we recommend contacting your negative to a local photography shop and having them create a digital file for you.
You may also read our article about file size and pixels here: https://loveandbub.com/blogs/guide/recommended-file-size-and-pixel-specification
If you have any concerns about the quality of your image or would like it reviewed, we recommend that you contact us to have a professional artist evaluate your image before printing.
Does the background of the photo matter?
It is better if the picture has a plain/clear background so the shadow of the baby doesn't get affected by distractions of the background. You can still submit pictures with a background and we'll just let you know if the picture you submitted is workable or not so you can send a new one.
How do you produce your designs?
We are a digital design studio and we use a range of proprietary photo editing techniques, professional photo retouching as well as a number of complex brush strokes and blending processes to turn your original photo into a portrait.
I ordered multiple products, will they arrive together?
Usually yes, you will receive all items in one parcel. Sometimes one piece of art is completed a day or two before the other in the order. In these cases, we ship out the completed artwork in one parcel and then send the other once it's ready.
Will I receive a tracking number?
Yes ,you will get a tracking number. We pride ourselves on outstanding customer support and total transparency about your order status. We'll email you when your tracking number as soon as it's available.
We'll also send you ongoing email updates about where your parcel is. And we'll update you on the day it's due to be delivered!
If you haven't received a tracking number after 14 days of approving the final image, please email us at firstname.lastname@example.org.
My tracking number isnt working?
Please don't worry. Send us an email and we'll let you know exactly where your parcel is.
Do you ship worldwide?
Yes, Love and Bub ships unique custom art all over the world! No matter where you are, we can create you something incredibly special.
My order was returned to sender, Can you re send it?
Yes, no problem.
Please note that in these cases we cannot offer any compensation due to late delivery. Return to sender / shipping failure situations occur when the shipping address is incomplete or incorrect. If this is our fault we will reimburse you the shipping fee and re-send your parcel. If the customer provided the wrong information at checkout we are sadly unable to reimburse any costs, but of course will still re-ship your order once we receive a correct address from you.
If your order was returned to the sender just reach out to us and we'll arrange to have it re-shipped. Most of the time we will ask for a new shipping address and/or contact number to ensure that it gets delivered successfully this time round.
Do you offer refunds?
As your order is 100% unique and custom made for you, it is not subject to refunds. If you have a problem with your final product, please email us and we'll do our best to make sure you're happy.
If you received an incorrect or damaged item, let us know and we'll send out a replacement as fast as possible! Note that while we do not refund faulty orders, we do replace them as quick as we can.
WE DO NOT EDIT THE ADDRESSES PROVIDED TO AVOID ADMINISTRATION ERRORS, AND AS SUCH IT WILL BE DELIVERED TO THE ADDRESS THE CUSTOMER PROVIDES. PLEASE DOUBLE CHECK DELIVERY ADDRESS BEFORE YOU PLACE YOUR ORDER.
What if i don't like the artwork?
We are dedicated to ensuring you are happy with the final product. If you don't like it for any reason, please reach out to our support team at email@example.com and we'll do our best to help you.
- If you're unhappy with the artwork specifically, we'll check to see if you submitted a photo that follows our photo tips.
- If you didn't follow our guides I'm afraid it's likely we can't offer you a refund.
- If you did follow the guide and it's clear we missed something, we'll correct it and send you a replacement.
- We always send our customers a preview of the art work before printing so this issue can be prevented. In the event that you approved the final art work upon the preview and requested for a refund afterwards, you are not qualified for a refund.
Make sure you provide a clear, high quality photo taken in good lighting and at eye-level with your pet. We use the exact photo you submit during our design process. If the photo isn't high quality, your design might not be either.
How do I return an item?
At Love and Bub, your satisfaction as a customer is important to us. Therefore, all products come with our 30 Day 100% Happiness Guarantee. If you are not happy with your purchase within 90 days of receiving it, we will do our best to make sure you are happy with our resolution.
Understandably, because all of our products are personalized and can not be re-used, we do not accept returns. What we can do is send you a new personalized product.
Contact us at firstname.lastname@example.org, and we will promptly respond to your inquiries.
I need my order fast, do you guys provide expedited shipping?
Unfortunately at this time, we do not offer expedited shipping. We have looked into it, but it is usually extremely expensive and may be more than half the purchase price of the product. If you're really eager to have your order expedited, please reach out to our team.
My order arrived damaged, what can I do?
Please contact us as soon as you notice the damage and/or defect with a photo or video of it. We will offer you a replacement and send it out to you as fast as we can.
Can I cancel my order?
You will need to send us a cancellation request WITHIN 24 HOURS of placing your order.
Any cancellation request sent after this 24 hour window won't be accepted. This is because your artist will have been assigned and will have already spent time working on your artwork by this point.
Why has the tracking status not been updated?
Tracking information may not update immediately in some cases. However, please rest assured your item is on its way.
Here are some reasons why tracking information may not be available:
- There may be delays between the scanning events and the website's updates. Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier. Therefore, please hold on for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- There may not be any updates available when the package is in transit. The tracking information should pick up again once your packages reach your local area. The delivery time frame is valid regardless of the tracking information's availability online.
If your tracking status has not been updated for over 10 days, please contact us through our customer service email: email@example.com immediately and we will offer you further assistance.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days upon approval of the cancellation/refund request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.
If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund to you.