Terms of Service

These terms apply to an order placed with HEARTKNOWN LLC, 30 N Gould St Ste R, Sheridan, WY 82801, United States ("HEARTKNOWN", "we", "us").

Browsing and account access

You can browse HEARTKNOWN products and public information without signing in. Uploading pet photos, creating a personalized design, and accessing saved designs or your orders require a customer account. Shopify provides account authentication, including email sign-in and the optional Google sign-in method.

Signing in does not subscribe you to marketing emails or authorize public use of your pet photos or designs. Information used for sign-in and account access is described in our Privacy Policy.

Photos and directions you provide

You confirm that you own each uploaded photo or have permission from the copyright owner and any person shown to use it for this customization. Uploading a photo does not give us ownership of it. Do not upload unlawful, harmful or infringing material.

Permission for the requested service

You authorize HEARTKNOWN and the service providers needed for the order to process the uploaded material, create the portrait, prepare production files, make the selected item and provide support. This permission does not include public marketing use.

How your portrait is made

HEARTKNOWN creates each portrait with digital tools, including AI image generation, guided by the photos and directions you provide. Every production file is checked before anything is made, and you see and approve the design before it is produced.

Design and item approval

You review the portrait, selected product, options, quantity and price before checkout. Continuing to checkout confirms that version and those item details as the order reference.

After payment, if we send you an updated preview, you may request up to three changes within 30 days of payment. If a design isn't approved within that time, we cancel the order and refund it through the original payment route. If three changes don't get it right, you can choose one new design direction or a full refund. After delivery, the one free remake described in our Returns and Refunds Policy applies.

Order acceptance and production

Displayed availability can change before the order is accepted. Payment does not automatically authorize production. If the selected item or approved design cannot pass final checks, production is stopped and the order is refunded through the original payment route.

Prices and payment

Prices are shown in US dollars. Shipping and any applicable taxes are calculated at checkout before you pay. Orders with a subtotal of $199 or more ship free within the United States. Payment details are entered with our hosted checkout provider and are not stored by HEARTKNOWN.

Reasonable production differences

Screens, fabric, ceramic, print and embroidery reproduce color, texture, placement and fine detail differently. A reasonable production variation is not the same as damage, a wrong item or a material mismatch with the approved design.

Public display is separate

HEARTKNOWN does not publish your original photo, portrait, product image, pet name or story as a customer example unless you give separate, specific and optional permission. Internal quality checking is part of processing your order. Public display and paid advertising are separate optional choices, both off unless you choose them.

Our content

HEARTKNOWN's styles, templates, website content and brand belong to HEARTKNOWN. Your finished piece is yours to keep, display and give.

Shipping, cancellation and quality issues

The Shipping and Returns and Refunds policies explain estimates, delays, cancellation before production, the one free remake after delivery, and the review of damaged, incorrect or defective items.

Reporting a concern

If you believe something on our site infringes your rights, write to [email protected] with the details and a link to the content.

Limits of liability

To the extent permitted by law, HEARTKNOWN's total liability for an order is limited to the amount paid for that order. Nothing in these terms limits rights you have under applicable consumer protection law.

Changes to these terms

We may update these terms. The version shown when you place an order applies to that order.

Governing law

These terms are governed by the laws of the State of Wyoming, United States, except where the law of your state of residence requires otherwise.

Contact

Write to [email protected]. We aim to reply within two business days.