FAQ
Photos and Portraits
Can I see a preview?
After you place an order, one of our talented artists will contact you by email within three days with a proof. You may work with the artist through as many revisions as necessary to get the artwork ready for print.
Is my photo good enough?
Great car photos make for great car portraits. In you're unsure about your photo, please reference our Photo Guidelines or contact hello@healetowe.com if you need assistance.
This is a gift, and I don't have a photo. What do I do?
See if the gift recipient has uploaded a photo to Facebook or Instagram that meets our Photo Guidelines. You can always ask the gift recipient to take a photo, but try to hide the reason why. Otherwise, you may need a clever ruse to take a photo yourself in person!
Can I include multiple vehicles?
Out of respect for our artist's time, we ask that you only include one car per portrait.
How big are the framed portraits?
We currently offer three portrait sizes:
8x12in (20.3x30.5cm)
12x16in (30.5x40.cm)
18x24 (45.7x61.0cm)
The frames add a 1.5in wide border (meaning they add 3in total to the portrait height and width listed above) and 0.75in thick.
Where do you print?
We have a network of printers throughout the United States. We are working to add additional printing locations in Canada, the United Kingdom, and Australia.
What materials do you use?
Our portraits are printed on archival-grade matte paper. Our semi-hardwood frames have a matte finish and come with hanging hardware attached. For safety and quality assurance, the artwork is framed behind plexiglass. We ship the framed portraits in plain cardboard packaging to avoid alerting potential gift recipients.
Orders
How long do orders take?
You will receive a digital proof within three days of placing your order. After you approve the proof, your portrait will be printed, framed, quality checked, and shipped in 3-7 days. Please review estimated shipping times based on your location below:
USA: 3-4 business days
Canada: 7-10 business days
UK: 3-5 business days
Australia: 5-8 business days
How can I track my order progress?
If you need an update before your order ships, please contact hello@healetowe.com for an update. After your order ships, you will receive a shipping confirmation with a tracking number by email.
Can I change my order?
If you need to change your portrait style or use a different photo, please contact us immediately. Depending on how much work our artists have put into your order, we may need to charge extra to ensure they are compensated fairly. If you need to change your frame size or color, shipping address, or other order details, please contact us before approving the artwork for priting. We are not able to make changes to your order after the proof is approved.
Can I cancel my order?
To ensure timely service, our artists begin working on your car within a few hours of order placement. If you need to cancel or change your order in any way, please contact hello@healetowe.com promptly. Once an artist has begun illustrating your car, we can offer a cancellation with only a partial refund. After a proof has been approved, we are not able to offer a cancellation with any refund.
There's a problem with my order
We're not here to sell you lemons. If you have any problem with your order, contact our friendly pit crew at hello@healetowe.com and we'll help make it right.
Can I return an order?
Our custom car portraits are highly personalized to your car, so we cannot offer returns and exchanges. However, if you have a problem with your order, our pit crew is on standby at hello@healetowe.com to help make things right. View our full refund policy here.
Where can I leave a review?
We would love to hear your feedback on your experience with our portraits and customer service. Please leave a review here (link) or navigate to the product page and scroll to the bottom where you see other reviews, and click "Write a Review"
Shipping
Where do you ship? What does it cost?
We offer free shipping within the United States on orders over $100.
We offer a $10 flat shipping rate on all other orders to the United States, Canada, United Kingdom, and Australia. More countries coming soon!
I think my package is lost in the mail
Unfortunately this happens ocassionally. Please message us at hello@healtetowe.com with your order number so a member of our pit crew can try to get the package moving again.
My order is marked as delivered, but I don't have it
Please confirm your shipping address is correct and check in your building's package room, with neighbors, and with your local post office. If you're still stuck, email us at hello@healetowe.com with your order number.
My order arrived damaged
Unfortunately shipping carriers are not always as gentle as we might like. Please contact us within 48 hours of receiving your damaged order with photos of the portrait and we will arrange a speedy replacement.
Something's missing from my order
Please email our speedy support team at hello@healetowe.com within 48 hours of receiving an incorrect order to get things back on track. Please include photos of what you did receive (including the packing slip) in your message.