At Pine & Poem we sell custom art prints using image files that our customers provide to us.
We do not sell DIY products or frames.

1. Place the item(s) into your cart & proceed to checkout. Be sure to select "Use custom" if purchasing a personalized product & are a 1st-time customer who wishes to use your own footprints, handprints, ultrasound, paws etc. on the product.

2. You email us the image file(s) with the order number as the subject line. See below for specific instructions about how to obtain/send.

3. Upon receipt of both the Etsy order & image files we will send you a reply email or message with your proof date. Current turnaround times can be found in item descriptions. Once the proof is approved, we print & ship your order.

USE CUSTOM = You would like to use your own footprints, handprints, paws, or ultrasound image. These are image files YOU provide before we can proceed. There is a one-time fee to have each image converted into a digital illustration. Once on file, they can be used over and over again on future purchases.

USE FROM PAST ORDER = Image files have already been converted to a digital illustration from a prior order. If purchasing multiple items using the same set of hands/feet in the SAME TRANSACTION you can also select "Use from past order" for the 2nd, 3rd (etc) item purchased since the cost will be included in the first image.

USE STOCK = The images used in the sample photo will be used. These are not custom images.

You can use the hospital-stamped foot/hand prints taken as a courtesy. We are able to digitally remove any smudges, smears, overlapping images or other blemishes.

OR can take them yourself. Please use black ink on white paper and label with names and measurements. You can use a phone (or any camera) to photograph the ink stamp. Please take a close-up photo. To ensure all images are actual size, please provide measurements either written on the stamped paper itself or sent in the text of the email when sending the images. For footprints, please measure in inches from the tip of the tallest to the bottom of the heel. For handprints please measure in inches from the tip of the middle finger to the bottom of the palm. Please do not use paint.

After you have placed your order and have your order number, you email us individual, close-up, in focus photos of each foot/hand print stamp or ultrasound image. Please avoid capturing shadows on the photographed image. If measurements and names for the stamps were not included on the paper that was photographed, please provide in email. Please send within 24 hours to avoid shipping delays.

For ultrasounds: please photograph the entire ultrasound paper you are provided with. Take a close-up photo, but be sure the entire image is captured in the frame.

Please email to Kathryn@pineandpoem.com with the order number in the subject line. We will confirm receipt within 24 hrs & let you know when you will receive your proof.

Your order will only be scheduled to be made once we have received BOTH the Etsy order & foot/hand/paw print or ultrasound photo file(s) (if applicable).

Purchasing a product will not hold you a spot on our schedule. Turnaround time & estimated ship dates are subject to the day we receive ALL information. This is for organizational reasons. If the turnaround time states 5-7 days, it physically does not take 5-7 days to make your design and send you a proof. It means there will be 5-7 days BEFORE we can start working on your order, as we have orders to work on for 5-7 days prior where all information was received prior to yours.

Unfortunately, we are unable to rush orders.

If we have not received the custom image files we need to proceed within 10 days of your order, and we have not made arrangements, your order will either be cancelled or marked as "shipped" and you will receive a shop credit in its place. The shop credit will be sent to your Etsy message inbox. You can use the shop credit to repurchase the item when you are in a position to send us the image files in a timely manner. Please understand that it is your responsibility to send us the files we need to proceed. It is not practical for us to send you email after email reminding you to send them.

If you have not approved your proof within 1 week we will proceed with the order without proof approval.

Turnaround times vary for each product. Please review each item for specific times.

All personalized prints require proof approval prior to shipping. Generally speaking, orders ship within 1-2 days of proof approval.

Etsy's "Scheduled to Ship By" Dates are ONLY applicable if image files are sent within 24 hours of the placed order. If they are sent after the day the order is placed then the "Ship By" date is determined by the turnaround time on the day the image files are received.

All US orders will receive a tracking number. You can select First Class or Priority at checkout.

All International orders will be mailed via First Class Mail and receive “courtesy” tracking (ie. They don’t HAVE to scan it for updates but typically do).

Orders typically arrive without a hitch & in perfect condition. However, if your order arrives damaged, (ie. bent in half to fit in your mailbox), please contact us. Insurance is purchased on every shipment and we can file a claim. Please email a photo of the damaged product & shipping package that we can submit to USPS and we will replace your order immediately.

All orders receive tracking. If your order has not had an update or moved location in over 5 days we are happy to look into the issue for you. Please be patient as USPS has been slower than usual as of late.

All orders require proof approval prior to shipping. Once a proof has been approved, we are not responsible for errors.

All products, imagery and wording are Copyrighted by Pine and Poem (previously Pitter Patter Print). Unlawful reproduction will incur all legal ramifications and penalties. We take our intellectual property very seriously. Just because something is posted on Pinterest does not mean that it is not protected by copyright laws. Please understand that all designs, layouts, color placement and style are the intellectual property of Pine & Poem. Please consider this before copying & pasting listing information, shop information & replicating our designs. It is not only unfair, but illegal, to duplicate art, call it your own and attempt to sell it. Thank you for respecting this & we encourage you to foster your own creativity.