frequently asked
Everything you need to know
And if you can't find your answer, write to us — we're here.
Do I see the result before printing?+
Yes, always. You receive a digital proof to approve, and adjustments are included until it's right. Nothing is printed until you're completely happy.
How long until I receive my keepsake?+
Plan for about 7 to 14 days: the proof reaches you within 2 business days, then printing and delivery follow once you approve.
What photo should I provide?+
As sharp as possible, ideally in good light. Older or imperfect photos often work beautifully — write to us if you're unsure and we'll guide you.
How do I send my photo?+
Right on the site, in the Studio: click “Add your photo”, pick the photo on your computer or phone, and it appears on screen. Nothing to email. If anything goes wrong, write to us — we'll walk you through it.
How do I pay? Is it secure?+
By credit card (Visa, Mastercard, American Express) or PayPal, on a secure payment page run by Stripe or PayPal. We never see or keep your card number.
Aluminum or canvas: how do I choose?+
Aluminum gives a luminous, modern, very durable result. Canvas offers a soft, painterly texture. Both are gorgeous — it's a matter of taste. The acrylic plaque, smaller, stands on a wood base: see the Acrylic plaques section below.
What is 3D relief?+
Our printer lays ink in layers to create a real texture (up to 1.5 mm): fur, eyes and light gain volume. An artwork you can truly touch.
What sizes are available?+
Aluminum and canvas: 8 × 10, 11 × 14 and 12 × 16 inches. Acrylic plaques: 10 × 15 cm (4 × 6 in), 15 × 20 cm (6 × 8 in) and 20 × 25 cm (8 × 10 in), on a wooden base.
Do you ship across Canada?+
Yes, everywhere in Canada, with careful protective packaging. Flat-rate shipping of $18, free from $100.
How much is shipping?+
Flat rate of $18, and free from $100. Acrylic plaques always ship free. The exact amount shows in your cart, before you pay.
What if I'm not satisfied?+
As long as you have not approved the proof, you are refunded in full, with no need to justify yourself. Before that, touch-ups are unlimited and included. And if the piece arrives damaged, we replace it free of charge with nothing to send back: a photo is enough.
How can I reach you?+
By email — it's the simplest: write to bonjour@pumpkinetnova.ca or use the Contact page. We reply with care, usually within one business day, and you keep a written record of everything agreed.
Can I give this to someone who just lost their pet?+
Yes, and it's a deeply thoughtful gesture. At checkout, tick “It's a gift”: we include a handwritten card, with no price shown, and ship directly to them — handled with all the gentleness it deserves.
Acrylic plaques
What photo quality do I need?+
As sharp as possible, in good light. Ideally at least 1000 pixels on the short side — a phone photo has 3000 or more. The photos you already love often give the best result — if in doubt, check the photo guide or write to us.
What about turnaround and tracking?+
Digital proof within 2 business days, then shipped 3 to 5 business days after your approval. You follow every step via your private link, and get a photo of the parcel at shipping.
Can I adjust the proof?+
Yes: adjustments are included until the proof is right for you. Nothing is printed without your okay.
What if it breaks in transit?+
Free replacement, no return required — just send us a photo.
Can I get a refund?+
Yes, as long as printing hasn't started — that is, before you approve the proof.
Two pets on one plaque?+
Yes. Upload a photo of each companion (1st and 2nd photo), tick “These are two different animals”: the AI composes a portrait of both, side by side — each faithful to their own photo. You approve the proof before printing.
Where do the materials come from?+
The acrylic and wood base are sourced locally where possible, and every plaque is printed and assembled by hand in Québec.
Is there any relief on the acrylic plaque?+
That's up to you. By default the plaque is smooth: the photo “floats” inside the material like gallery glass. The “touchable relief” effect adds volume to the fur on that smooth surface — one of the five effects offered in the configurator.