Refund Policy

Every Signature Card, portrait and celebration pack is made by hand, just for you. Here's how refunds and changes work.

Before the artist starts

Changed your mind? If your order status in My Fam still says Paid (not yet "In progress"), contact us and we'll cancel it and refund you in full.

While your art is being made

Once an artist has started, we can't offer a full refund, because their time has already gone into your piece. If something is wrong with your description, message us quickly and we'll do our best to adjust.

After delivery

• One round of small changes is included free, such as colors, small details, spelling of your name or pronouns.
• If we made a clear mistake (for example the wrong name or pronouns), we'll fix it free, as many times as needed.
• Because this is personalized digital art, we don't offer refunds after delivery except in the cases below.

When you'll always get your money back

• If we can't deliver your order within 30 days of payment.
• If we're unable to make the artwork you described.
• If you were charged twice or charged by mistake.

How to ask

Email hello@thetransfam.com or use our contact form with your order number (it starts with "TF-"). Please get in touch within 14 days of delivery. Approved refunds go back to your original payment method through PayPal, and usually appear within 5–10 business days.