Frequently
Asked Questions
1. How can
I get my order started?
2. Once I place my order will I receive
some type of confirmation?
3. What do you look for in the pictures
we send and can you give us any tips in preparing and
selecting the best photo for the painting.
4. How would you suggest I send you the
photographs of our pet.
5. What method of payment do you accept
and how can we make sure it is secure.
6. I am not computer literate. How would
you suggest I complete my order and get my photographs
to you?
7. What is the best way to send an e-mail
of our pets photograph?
8. If I scan the photographs of my pet
what type of file is it best to send?
9. Will my photographs be returned?
10. Do you have a price guarantee on my
order if your prices should go up before it is completed
and shipped?
11. Can you walk me through my payment
using PayPal?
12. Please clarify if there are any additional
add-on costs other than those listed under pricing.
13. Can we make special requests?
14. Can you add additional pets to the
painting and how many pets would you consider including
in a painting that wouldn't be overpowering.
15. What is your policy if I want some
alterations done to the painting?
16. Can I choose the style I want of my
painting and the background?
17. Can you help me decide which size
canvas I should select that would complement the picture
I'm sending you?
18. What type of portrait won't you paint?
19. Can I review my painting before receiving
it?
20. How long will it take to get my painting?
21. Please explain your deposit policy.
22. What is the procedure once the painting
is completed in sending the balance due?
23. What is your return policy?
24. How will my painting be shipped?
25. Why don't you frame them?
26. Why do you prefer using acrylic instead
of oil paint?
27. Do you put a protective coating on
the paintings?
28. Do you have gift certificates?
29. Can I call you?
30. Will you accept overseas orders?
31. Am I responsible for any special state
taxes if this is shipped to a USA address and/or duties
or customs if this is an overseas order?
32. What is the right of ownership and
copyright of the painting?
33. Frequently asked questions about the
order form.
34. My question isn't answered on this
FAQ page, what should I do?
35. Do you have other artistic products?
36. Do you have other illustrations of
different styles of painting by you?
Answers:
1. How can I get my order
started?
a. First off, I would like you to become familiar with
my Frequently Asked Questions section so you will have
a better understanding of what to expect from the initial
start to the completion of your painting.
b. Fill out the order form.
c. Initiate the 50% deposit.
d. Forward the photographs of your pet
c. Be patient! It will be worth it.
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2. Once I place my order
will I receive some type of confirmation?
Yes! Once your order is placed, you'll immediately receive
acknowledgment by e-mail that your order was received.
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3. What do you look for
in the pictures we send and can you give us any tips
in preparing and selecting the best photo for the painting.
The photograph of your pet that you pick should be chosen
very carefully, as that is the image I will be using
for your painting. You will want to send me a variety
of poses and expressions and especially some good clear
head shots so I can capture their expression and personality.
Try and make sure you get some that are good shots of
their eyes, as this reflects their inner soul and thoughts
and it's so important in capturing that in the picture.
For best results, the pictures should be at least 4
x 6 or larger and naturally with good color that shows
the truest coloring of their eyes and coat.
Please make sure you mark the back of all the pictures
either directly or attatch a post-it note with your
name and your pet, include any comments if applicable
and by all means don't forget to mark the specific one
that you want me to use. If you are able to send a photograph
of the area and the wall where you think you would like
to hang the picture, it would be most helpful so I could
incorporate that general color scheme in the background.
Also make sure you mark that picture as such.
If you don't already have that perfect photo that you
want to use, please take your time in taking these new
photographs and selecting the one that you want painted.
It may take several days working with your pet until
you get that perfect one. We also tend to shoot down
at our pets when taking their picture and normally that
does not give us the best results. If it is possible
to take some of these pictures on their level, I think
you'll be very pleased at the outcome. Focus on your
pet's face and head, unless you want a whole body drawing.
The best view of your pet is usually a tight three-quarter
picture. Remember, I can only work with what I see from
your pictures. Also try and take some out doors in natural
light that is not overly bright. This will normally
produce a truer color of your pet. Don't forget, this
painting is going to last forever and be passed down
for many generations to enjoy, so once again, take your
time and take a lot of shots until you get the perfect
one, as the end result will definitely be worth it.
If by some chance I find your photographs not workable,
I would certainly contact you before starting on the
painting.
Please do not send any framed pictures!
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4. How would you suggest
I send you the photographs of our pet.
You can always send them by mail. If you do mail them
out, please make sure you protect them using a stiff
envelope with cardboard encasing them or a bubble pack
mailer that you can pick up at just about any drugstore
and don't forget to write PHOTOS - PLEASE DO
NOT BEND on the envelope, front and back. If
by chance you have duplicate copies of the originals,
that would even be better, then I would have no worries.
I promise I will treat them well, but cannot guarantee
that the Post Office will too. So far I have never had
an accident with any of my client's photographs, but
being around my studio with all the paints and chemicals,
I am constantly concerned that they could accidentally
get splattered. In any case , so far so good and naturally
if you request it on the order form, they will be returned
with your painting.
If you are computer savvy, by all means e-mail them
if that would be more convenient.
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5. What method of payment
do you accept and how can we make sure it is secure.
Your payment will be processed securely by PayPal who
accepts all major credit cards and not only uses encryption
to protect your credit card number and personal information,
but has also installed the premier top security and
anti-fraud systems in use today. It processes tens of
millions of dollars a day for just eBay alone and has
one of the best reputations in the business for online
security. We never handle, see or store your credit
card number.
However, if you prefer you can send in your payment
via check directly to me (Anna Agsten), but be advised
that it will delay your starting time until your check
has been cleared.
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6. I am not computer
literate. How would you suggest I complete my order
and get my photographs to you?
Just follow the mailing instructions on the bottom of
the order form. It's just that easy!
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7. What is the best way
to send an e-mail of our pets photograph?
PetArtByAnna.com offers an easy way to upload your photos
from within the PetArtByAnna.com web site.
Uploading your photos means getting the digital photos
from your hard drive or digital camera to our servers
on PetArtByAnna.com.
Your digital photos must be saved in a popular file
type such as JPEG (".jpg"), TIFF (".tiff"), or GIF (".gif").
They very probably are already.
In "Step 2 - Upload Photo" in the "Order" page, you
simply click the "Browse" button to open up the search
box. This will allow you to locate and select the photo
that you want to upload.
Search for the photo that you want to upload and select
it with your mouse.
Click the "Open" button to complete placing your digital
photo on the upload form.
Finish filling in the required fields and click the
"SEND" button.
Once the upload has finished you will be automatically
sent to a "submission complete" page confirming that
your photos are safely stored on our servers and you
will also be sent an additional confirmation by email.
If you prefer to directly e-mail them feel free to e-mail
your photos to: photos@petartbyanna.com.
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8. If I scan the photographs
of my pet what type of file is it best to send?
You may send pictures in .jpeg, .gif, or .tiff. I suggest
sending the highest resolution and quality photo available,
no matter how big the file is. The better the image
is, the better I will be able to create your painting.
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9. Will my photographs
be returned?
We have added a box in the Order Section in the event
you mailed us the photographs, to let us know if you
want them returned or if we can keep them in your file.
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10. Do you have a price
guarantee on my order if your prices should go up before
it is completed and shipped?
Absolutely! Once your order is received and we have
received your 50% deposit, that will guarantee you the
charges that you have committed to will remain the same,
even if the prices go up prior to completion and the
shipping of your painting.
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11. Can you walk me
through my payment using PayPal?
PayPal is a very easy online banking system. If you
do not have a Pay Pal account, don't worry -- Pay Pal
will still process your credit card the same as any
other credit card processor.
If you do not have an account, simply click on the link
that reads "Don't have a PayPal account?" during checkout
to securely enter your credit card and shipping information.
However, if you have not used it before you may find
these notes useful.
1. Click on the relevant PayPal button (Add to Cart)
on the web site. You will then be taken to the PayPal
site and shown a page which gives details of what you
are paying for and how much. When ready to checkout
click "Proceed to Checkout".
2. If you don't have a PayPal account Click the "continue"
link at "Don't have a PayPal account?". Otherwise login
with your PayPal Account.
3. You will then be taken to a page that asks you for
your details. Just fill in your name, address, postcode,
phone, and email. Click "Review Order and Continue".
4. If this is your "DEPOSIT" Click "Pay Now". If you
are paying the "Balance Due" On this page you will be
able to specify your shipping address and shipping method
(UPS 2nd Day Air or UPS Ground), once you have looked
over your shipping address and specified your shipping
click "Pay Now".
5. You will then be taken to a "thank you and receipt
ID" page. Also a detailed receipt will be email to your
email address specified in your PayPal checkout.
We understand that some people prefer not to use PayPal
for various reasons, and we'll be adding additional
payment methods as we move forward.
If paying by check, make the check payable to: Anna Agsten, and
mail it to:
Anna Agsten
PetArtByAnna.com
11124 NE Halsey
Studio #646
Portland, OR 97220
PayPal payment systems:
The security of your information, transactions, and
money is the core of our business and our top priority.
We pride ourselves in taking extra measures to protect
you and to insure your trust so we'll have you as a
satisfied customer for years to come.
PayPal automatically encrypts your confidential information
in transit from your computer to their system using
the Secure Sockets Layer protocol (SSL) with an encryption
key length of 128-bits (the highest level commercially
available). Before you even register or login to their
site, their server checks that you're using an approved
browser - one that uses SSL 3.0 or higher.
Once your information reaches PayPal, it resides on
a server that is heavily guarded both physically and
electronically. PayPal servers sit behind an electronic
firewall and are not directly connected to the Internet,
so your private information is available only to authorized
computers.
The information you give us (which does not include
credit card information ) is handled with the same sincerity.
We do not give, or sell, any information to anyone.
Your name, address, telephone number and email address
are only used for shipping purposes or to contact you
if questions arise.
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12. Please clarify
if there are any additional add-on costs other than
those listed under pricing.
Other than the original price quoted, there would be
an additional $100 charge for each animal added to the
picture and/or an additional $75 charge if your picture
required extra time spent on a more detailed custom
background. Also as indicated there is an additional
$50 charge if your pet is to be painted in full body.
In the event there were any additional extra costs,
I would definitely contact you for your approval before
starting the painting. Please understand these additional
charges are only requested because of the additional
time in completing them.
The only additional charge other than those listed above,
would be for shipping and handling. It would be $22
for ground shipping to anywhere in North America and
$28 if you wanted 2nd Day Air. Also, I highly recommend
having the painting ensured for its full value, for
only five dollars more.
Any special charges and conversion rates for overseas
orders would be confirmed and quoted in US dollars by
e-mail.
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13. Can we make special
requests?
Yes, if you think it will add to the picture. We have
provided a Comments and/or Special Requests box for
just that purpose. Please try and make your request
as clear and precise as possible, so there will be no
doubt what you are requesting and naturally if it's
feasible and obtainable and within our scope. The simpler
the request always seems to turn out much better than
something more bizarre and complicated.
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14. Can you add additional
pets to the painting and how many pets would you consider
including in a painting that wouldn't be overpowering.
Yes! The most I would recommend would be three, but
unless it's the perfect composition, it can look a bit
crowded and overpowering. That is why I prefer just
one and suggest two at the most, but it also has a lot
to do with the photograph I am working from with more
than one pet.
If you do want multiple pets painted and don't have
that perfect photograph of them together, you can submit
separate photos of each, if you will trust my judgment
and allow me to arrange them.
Please be advised that there is a $100 fee for each
additional pet added to your painting.
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15. What is your policy
if I want some alterations done to the painting?
If any time within the first 90 days of receiving your
painting you would like some minor alterations done,
I would be pleased to accommodate you. In most cases
there would be no additional cost, unless it was an
add-on that was not covered in the original photograph.
Please be aware that it would be your responsibility
to cover the cost of shipping and insurance both ways
and I strongly suggest that you package it in the same
box that it was originally shipped in.
Before initiating this action, I would want you to send
me a photograph of the painting and explain in detail
what you would like done to eliminate any confusion.
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16. Can I choose the
style I want of my painting and the background?
Yes! Please review the SELECT
A STYLE section.
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17. Can you help me
decide which size canvas I should select that would
complement the picture I'm sending you?
That's a tough one. There are many factors to take into
consideration. First off, how many pets do you want
to display in the painting, portrait or full body and
just what size would complement the space you are looking
to hang it at.
What seems to work for a lot of my clients, is they
will cut out some of these various sizes out of butcher
paper or cardboard and hold them up to the wall to get
an idea of how that size might blend in to the surrounding
area.
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18. What type of portrait
won't you paint?
I certainly will not paint anything offensive, unlawful
or any material that is copyrighted or is not legally
admissible in your particular country under your government's
custom laws.
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19. Can I review my
painting before receiving it?
Absolutely! Once your painting is completed, we will
contact you to be able to review it online. Fortunately,
most of our customers have been confirming their portrait
when receiving the first preview e-mail. However, at
that time , if you feel that any modifications should
be made or something needs to be tweaked on your painting,
we will be more than happy to do it before sending it
out to you.
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20. How long will it
take to get my painting?
There are several factors that influence the total time
it takes for you to receive your painting. Once your
order has been placed and I have received your pictures
and initial deposit, and depending on what I have pending,
figure that when I start on your painting and get your
final approval, it will take the better part of a week
to complete it. If you require any add-ons and more
detailed finishing and/or tweaking, more time may be
needed for its completion.
It is interesting to note, that until I expanded the
Frequently Asked Questions section, a disproportionate
amount of my time was on the telephone going over the
questions we have covered in this section. That is why
it might seem a bit wordy and an overkill, but it has
cut the phone calls down at least 90% so I can now dedicate
that time to your painting. Please, before you think
of making a call, read this section again, as I think
it will just about covers everything you want to talk
about.
I am very conscious of how frustrating it can be waiting
for something that you're anxiously anticipating, but
on the other hand, it can't be rushed and I hope you
understand that it takes great concentration and time
to be able to deliver to you a paining of your beloved
pet, that I hope you and your family will cherish forever.
I take great pride in my work and want you to be pleased.
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21. Please explain
your deposit policy.
With the time, effort and expense that goes into a painting
and especially because it is something creative, it
is very important to make sure we are committed to each
other.
Painting can be very exhilarating one minute and at
the same time be very draining, as you're constantly
concentrating on your subject matter and go through
many intense cycles in this process. It's very easy
for time to slip away and for a normal one pet portrait
without any extra features; it will take me a better
part of the week to complete it.
I think it would be very unfair if I was not compensated
for a portion of this effort and expenses, if it ever
came to pass that a client refused the painting. That
is why I have set this 50% nonrefundable policy. Fortunately,
to date I have never had to enforce it.
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22. What is the procedure
once the painting is completed in sending the balance
due?
Once the painting is completed, you will be sent a digital
photograph of your painting to confirm your satisfaction.
You will also receive an itemized statement totaling
your final balance due. Once we receive your confirmation
and we received the remaining funds due, your painting
will immediately be forwarded to you by UPS in the manner
that you initially requested on your order form.
Unless you send us a check, you will be directed back
to the website to activate step three, the Paid Deposit
button in the Order Section. You must completely fill
this form out, highlighting any add-ons or extras that
you requested, so that the total due matches your invoice.
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23. What is your return
policy?
If you are not completely satisfied with the painting,
you may return it within fifteen days of receiving it
for a full 50% refund of the purchase price (less shipping
and handling costs). The painting must be returned in
the same condition as mailed to you, using the same
UPS service and insured for full value. The cost of
mailing and insurance will be at the client's expense.
After receiving the painting, your refund will be immediately
processed. Please be advised that I will retain the
right to sell the return painting to the public and
retain all rights to display, reproduce and duplicated
in any form, printed, electronically and/or painting
multiple originals of the subject for any purpose.
Knock on wood, I've never had a painting returned.
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24. How will my painting
be shipped?
The canvas will be shipped flat by UPS and fitted to
a stretching frame. Obviously, this is a large package
and will not fit in a mailbox; you'll want to keep this
in mind when you give us a shipping address and that
you have made sure it will be sent to a location that
can receive it safely for you.
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25. Why don't you frame
them?
At one time we did offer framing and in many cases that
proved to be a wasted expense for our clients. Many
of them later told us that although the frame was gorgeous,
it just wasn't perfect for the area they were displaying
it in and had to go to an extra expense of having it
reframed more to their taste and location. Even though
this can be hanged just fitted to the stretching frame
and displayed like this, you might like to explore a
more decorative frame to complement the painting. The
11 x 14, 16 x 20 and 20 x 24 are standard sizes as is
the 24 x 30 and you will find most art stores will carry
a variety of these ready-made frames at very reasonable
prices in those sizes.
If there is an Aaron Brothers frames store in your area
or a Michael Arts and Crafts, it's worth a visit as
they carry a fantastic selection of ready-made frames
in the sizes we recommend at very reasonable prices.
Several times a year they have big sales with up to
50% off on some of there ready-made frames and a substantial
discount on custom frames. It's worth the wait. I would
also suggest registering with them online, as you will
get discount coupon and be automatically notified of
the sales.
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26. Why do you prefer
using acrylic instead of oil paint?
First off, with the high quality of acrylic paint that
is offered today, many experts find it very difficult
to tell the difference between an oil painting and an
acrylic painting. You can purchase different consistencies
in the acrylics that will allow you to layer it much
like the oils. However, there are a couple of major
considerations that makes it much easier using acrylic
paint over oils and the main one is the drying time.
Most people don't know that an oil painting can stay
wet for many weeks or even months depending upon the
humidity and temperature. A normal acrylic painting
will dry within 15 minutes to half an hour and one that's
heavily layered, might take an hour or two. This makes
a big difference to our customers when they are patiently
waiting for their painting. Imagine if we had to hold
them up for a couple of months waiting for them to dry,
it would be too impractical.
The other problem is the high toxicity of the oil paint,
especially around young children and pets, notwithstanding
the discomfort to myself. I am also very experienced
in oils and still receive commissions from my earlier
style of work.
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27. Do you put a protective
coating on the paintings?
Yes! It's a perfectly clear finish and I think its best
qualities are, that it not only protects the surface
from dust and dirt and provides protection from scratching,
marring and moisture, but it also offers protection
against sun damage and ultraviolet light
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28. Do you have gift
certificates?
Yes! The certificates are attractively printed with
a place to identify you as the gift giver and are mailed
either to the purchaser or to the intended recipient
of the gift. Gift certificates are valid for two years
after purchase and are not redeemable for cash. One
especially nice feature is if the price should go up
for the size you are purchasing, we will still honor
that commitment without any additional cost to the recipient,
unless they request some additional work that was not
initially contracted in the gift certificate.
In addition to personal gifts, we have supplied many
of these for charities and special groups and clubs
in need of prizes for their events.
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29. Can I call you?
Yes, if it is absolutely necessary and not covered in
this Frequently Asked Questions section. It's not that
I don't want to talk to you, but 10 calls a day could
easily take up a couple of hours of painting time. As
I've mentioned herein, before I expanded this FAQ section,
I was on the phone for at least two to three hours every
day and it proved to be very draining and so unproductive
having to break away so many times from the painting.
Once I start a painting, I find I really immerse myself
in it and when you stop cold to take a phone call, it
can take some time to recapture that inspiration, sensitivity
and energy you were experiencing before the interruption.
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30. Will you accept
overseas orders?
Absolutely! All prices will be quoted and remitted in
US dollars. In most cases your order and shipping arrangements,
duty and/or any additional expense will be confirmed
upon receipt of your initial order by e-mail or by phone
if necessary.
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31. Am I responsible
for any special state taxes if this is shipped to a
USA address and/or duties or customs if this is an overseas
order?
Because you're painting will be shipped out from Oregon
which does not have state sales tax, in most cases that
added expense would not be an issue. However, there
are some states that are trying to enact a law that
requires the seller to collect sales tax for that state,
even though the sale was not consummated in that state.
Naturally we are doing our best to keep on top of this
and will certainly comply and notify our customers,
just as soon as we become aware of any changes or new
laws, but we can not be held responsible for any omissions.
It is solely the buyer's responsibility for any taxes
or charges due that their state or country imposes.
Any currency conversion rates, taxes and/or duty charges
for overseas orders would be confirmed and quoted in
US dollars by e-mail.
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32. What is the right
of ownership and copyright of the painting?
Most people are not aware that an artist is able to
retain all rights to their paintings and be able to
reproduce in any form, printed or electronically for
any purpose, including painting a similar original for
public sale. I have never used or abused this right
of copyright, but I do want to call it to my client's
attention if a similar likeness ever appears.
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33. Frequently asked
questions about the order form.
I think the biggest confusion is, if you have
not filled out all the requested information,
it will not submit and you will be
alerted that you have not completed a required field.
All required fields are marked with an asterisk "*".
All of these questions were specifically designed so
that there would be no confusion in my being able to
complete your painting, as you envisioned.
The reason I request your home telephone number and
any alternate numbers such as your work and cell phone
number if they are available, is because in the off
chance I need to reach you, it certainly helps if I'm
able to get a hold of you immediately while working
on that aspect of your painting that I feel your feedback
would be helpful.
Obviously, the other requested information should be
pretty much self-explanatory.
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34. My question isn't
answered on this FAQ page, what should I do?
You may use our e-mail form to send us any specific
questions that are not covered above.
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35. Do you have other
artistic products?
Not at the present. However, we have received many inquiries
in the past about transferring the image from the painting
to cups, T-shirts, jigsaw puzzles, etc. etc. If we our
ever in a position to offer any of these extra services,
I am sure we will either send out an e-mail or a mailing
to our clients.
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36. Do you have other
illustrations of different styles of painting by you?
Yes! My earlier work lends itself to more of an abstract
technique that combines light, gases and energy exploding
in space. It's an exciting release for me and renews
my energy when I come back to the exactness and the
detail that goes into the pet paintings. I also need
to rearrange my time and scheduling when I do one of
these paintings because of the fumes that the oils release.
(*Please Review My Other Web Site - CLICK
HERE )
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