We’re happy to offer free local pick-up for customers in the Vancouver/Lower Mainland area. If you prefer to collect your order instead of having it shipped, here’s how it works:

Pick-up is available in Coquitlam, BC from 1PM-8PM weekdays ONLY.

For privacy and safety, the exact address will be provided after your order is ready.

Processing Time: All items are custom-made with care. Your pick-up order will follow the same production timeline as shipped orders.

Once your order is complete, you will receive a “Ready for Pick-Up” email with instructions.

When Your Order Is Ready: Your pick-up email will include:

• The pick-up address
• Available pick-up windows
• Any special instructions

Pick-Up Window: Pick-up is available weekdays only after 1PM-8PM.

Please respond to the pick-up email with 24-hours notice of when you will be available to collect. We want to make sure your order is packed, stitched, and perfect for you!

How Pick-Up Works

1. Place your order as normal.
2. At checkout, select Local Pick-Up.
3. Wait for your “Ready for Pick-Up” email.
4. Meet at the arranged time and location to collect your item(s).
   

Rescheduling: If you can’t make your scheduled time, no worries—just reply to your pick-up message and we’ll arrange another window.

Orders not collected within 14 days will be held, but may be switched to shipping at the customer's expense.

Questions? We want your experience to be seamless. If you have any questions about local pick-up before or after ordering, you can always reach us at gorgoartstudio@gmail.com or through our website contact form.

Every piece is carefully hand-drawn, hand-digitized, and embroidered using the reference photo you provide. While we aim to capture your pet as true to life as possible, embroidery thread cannot match fur colours exactly.

Each portrait is an artistic interpretation of your photo, so it’s important that your reference image clearly shows your pet’s true colours—strong lighting, shadows, or heavy contrast can affect how colours are interpreted. For best results, please refer to the reference photo guidelines in the product listing.

To maintain depth and dimension, we layer in additional shades and details so the final embroidery doesn’t appear flat. Every piece is a one-of-a-kind creation, made with care and intention.

If your package is lost in transit:
• We will assist you in filing a claim with the shipping carrier.
• However, we cannot offer refunds or replacements until the claim is processed and resolved.

If your package is delayed:
• Delays caused by shipping carriers do not qualify for refunds or cancellations.
• We appreciate your patience and will do our best to provide updates on shipping times.

We do our best to keep our inventory updated. However, some items may be temporarily out of stock.

If an item is out of stock, we will notify you and offer either:
• A full refund.
• An alternative product.
• The option to wait until the item is restocked (which may take 2–3 weeks).

Due to the custom nature of our products, orders cannot be cancelled once production has started. If you need to modify your order (such as updating the reference photo or embroidery details), please contact us within 24 hours of placing your order. After this time, we cannot guarantee modifications.

However, we understand that issues may occasionally arise. If you encounter a problem with your order, please contact us within 24 hour of receiving your order at gorgoartstudio.com with clear photos of:

• The embroidery you received.
• The reference photo you provided.
• A clear description of the issue.

We will assess the situation and determine the most appropriate resolution. Adjustments or replacements may be offered in the following situations:

Valid reasons for adjustments/replacements:
• Incorrect size provided (by us).
• Incorrect embroidery placement.
• Misspelled name (if the misspelling was our error).

As our products are custom-made, we reserve the right to decline returns or refunds unless there is a valid issue with your order. Please read below for situations where adjustments or replacements may be offered.

In cases where a return is approved, the following applies:
• You have 10 days days to ship the item with output-paid shipping label. Once it expires, the return expense is on the customer.
• You are responsible for covering the return shipping costs unless the error was on our part (e.g., wrong item sent, defective product, incorrect customization).
• If we request the item to be returned for assessment, you must provide a tracking number.
• The item must be returned in the same state as which it was sent by us, as your adjustments/refund may be denied. The replacement will be shipped once the initial item passes inspection.

If a refund is approved, you will be notified via email. Refunds will be issued in the form of store credit, which does not expire and can be applied toward future purchases.

Refunds will not be issued in the following cases:
• Custom orders that were created accurately based on your provided photo.
• Slight color differences caused by screen resolution or lighting.
• Orders returned without prior communication or approval.

If a refund is granted and the item must be returned, you are responsible for any additional shipping costs. Shipping fees are non-refundable.

Order exchanges

We only offer exchanges for items that are:
• Defective or damaged upon arrival.
• Incorrectly made (wrong color, wrong embroidery, misspelled name, etc.).

If you need to exchange an item, please contact us at artstudiogorgo@gmail.com with a photo of the issue. We will process the exchange as quickly as possible

Shipping costs

• Shipping costs are calculated at checkout and are non-refundable.
• For international orders, customers are responsible for any customs fees, duties, or import taxes. We are not responsible for any additional costs.

Processing times

• Most orders are processed and shipped within 10–15 business days after the order is placed.
• If we experience a delay from our suppliers, we will notify you immediately. Delays do not qualify for cancellations.

Production will begin once we receive the required photos. Delays in submission will impact your completion date.

Tracking Your Order

• Once your order is shipped, you will receive a tracking number via email.
• Please ensure that your shipping address is correct, as we are not responsible for items shipped to incorrect addresses.

Situations We Are Not Responsible For

• Incorrect shipping address: If you provided the wrong shipping address or the parcel was lost, we cannot be held responsible, nor can we offer refunds or replacements.
• Displeasure with design based on the reference photo: If the embroidery was created accurately based on the reference photo provided, but you dislike the outcome, adjustments or refunds may not be offered.
• Shipping delays: Delays caused by shipping carriers or suppliers do not qualify for cancellations or refunds.