FAQ
Ordering and customization
Does Soul-Map nose print jewelry require a pet photo?
No. Soul-Map jewelry uses your pet’s physical nose impression. We ship an at-home impression kit with the materials and instructions you need.
What kind of photo works best for portraits and rugs?
Use a high-resolution, well-lit photo taken near your pet’s eye level. Close-up facial photos work best for portraits and round rugs. Full-body photos with clear outlines are recommended for custom-shape rugs.
Will I receive a digital preview?
Digital proofs are provided for Canvas Chronicle portraits and Pawtrait Loom rugs. Soul-Map DIY jewelry does not use a digital proof because the design is created from the physical impression captured with your kit.
Can I include more than one pet?
Some portrait and rug options support multiple pets. Check the individual product options or email hello@papawslab.com before ordering.
Soul-Map jewelry support
What if I need help completing the kit?
Contact us for guidance. If you prefer studio assistance, select the Full Artisan Concierge option or use the Artisan Rescue Service and follow the return instructions included with the kit.
How does studio completion work?
After you capture the impression, return the required materials using the provided instructions. Our studio confirms receipt and completes the advanced casting, texture refinement, and polishing.
Production and shipping
Where do you ship?
We currently ship to the United States and Canada. U.S. orders over $75 receive complimentary standard shipping. Canadian shipping rates and delivery estimates are calculated at checkout; customs or import charges may apply.
How long will my order take?
Portraits and rugs typically require 4–12 business days after proof approval, followed by delivery time. DIY jewelry kits are prepared after order review. Studio-finished jewelry timing begins after our studio receives the impression or returned kit.
Will I receive tracking?
Yes. A tracking link is sent by email when the package is dispatched.
Payments, changes, and returns
Which payment method is accepted?
PayPal is currently available at checkout. The final currency and order total are displayed before payment.
Can I cancel or change my order?
Portrait and rug orders can be changed or canceled before the digital proof is approved. Soul-Map kits can be canceled before fulfillment begins. Once a kit has shipped or custom production has started, cancellation is no longer available.
Can custom products be returned?
Personalized products are final sale. If an item arrives damaged, defective, incorrect, or with a manufacturing error, contact us within 7 days of delivery with your order number and photos so we can resolve it.