Refund policy
Change-of-mind returns and exchanges
We do not accept change-of-mind returns or exchanges for any products, including personalized pet-photo products and non-personalized decorative designs. This includes changes of preference about size, color, photo, name, or design after ordering. Non-personalized designs are not classified as buyer-personalized products. This policy applies only where permitted by applicable law; any mandatory right of withdrawal, return or refund takes precedence.
This does not affect your rights if an item arrives damaged, defective, or does not match your order.
Changes and cancellations
You have 30 minutes after placing your order to request a change or cancellation.
Contact us through the Help & Questions link in our website footer. Include your order number and clearly describe the change or cancellation you are requesting.
Cancellation requests received within this 30-minute window qualify for a full refund. The time we receive your request determines eligibility, even if we respond later.
After 30 minutes, we do not accept changes or cancellations for personalized orders, except where required by applicable law.
Damaged, defective, or incorrect items
Please inspect your order upon delivery. Report any damage, defect, or incorrect item within 48 hours of delivery through the Help & Questions link in our footer.
Include:
Your order number.
A description of the problem.
Clear photos showing the entire item and a close-up of the problem.
Photos of the packaging and shipping label, especially for shipping damage.
Please retain the item and packaging while we review your report. We may request additional photos or information to verify the issue.
For confirmed damage, defects, or fulfillment errors, our standard resolution is a replacement at no additional cost, including replacement shipping. If a replacement is unavailable or cannot resolve the issue, we will provide an appropriate refund. We will also provide a refund when required by applicable law.
Do not return an item without contacting us first. If a return is necessary, we will provide instructions.
Missing items from a delivery
Some items may ship separately. Please check your shipping confirmation emails for additional shipments and tracking numbers.
If an item is missing and is not arriving in a separate shipment, contact us within 48 hours of delivery through the Help & Questions link in our footer.
Include your order number, details of the missing item, and photos of the items received, packaging, and shipping label. Retain the packaging while we investigate.
We will review the shipment and fulfillment records. For a confirmed fulfillment error, we will arrange a replacement at no additional cost. If replacement is unavailable or cannot resolve the issue, we will provide an appropriate refund.
Missing packages and delivery investigations
Contact the carrier
If your package has not arrived, check the tracking link in your shipping confirmation and verify that your delivery address is correct.
Contact the carrier directly using your tracking number and request a package search or delivery investigation. Where permitted, submit a missing-package claim and keep the case reference number.
If tracking shows “Delivered,” first check your mailbox, parcel locker, building reception, household members, and neighbors. Ask the carrier to verify the delivery location and provide any available delivery confirmation.
When to notify us
If tracking shows “Delivered” but you have not received your package, notify us through the Help & Questions link in our footer within 48 hours of the carrier’s recorded delivery time.
If your package has not been marked delivered and its estimated delivery date has passed, contact the carrier and notify us promptly. The 48-hour window measured from delivery does not apply to packages that have not been marked delivered.
Do not wait for the carrier’s investigation to finish before notifying us.
Include:
Your order number and tracking number.
Confirmation that your delivery address is correct.
The carrier’s case or claim reference, if available.
Any written response or investigation findings from the carrier.
You may provide the carrier’s findings afterward. If the carrier requires the sender to open the investigation, let us know so we can coordinate with our shipping or production partner.
Review and resolution
We review missing-package reports using tracking information, carrier findings, and fulfillment records. We may request additional information to verify the circumstances.
A carrier case number or missing-package report does not itself confirm that a shipment is lost or qualify the order for an automatic replacement or refund. A shipping delay does not necessarily mean a package is lost.
For confirmed loss in transit, we will arrange an appropriate resolution, normally a replacement at no additional cost. If replacement is unavailable or cannot resolve the issue, we will provide an appropriate refund. We will also provide a refund when required by applicable law.
Packages marked “Delivered” require investigation and do not automatically qualify for a free replacement or refund.
Incorrect or incomplete shipping addresses
Please verify your shipping address before submitting your order. If you notice an error, contact us within 30 minutes of placing your order to request a correction.
An incorrect or incomplete address supplied at checkout may result in additional replacement or reshipping charges. We will explain any charges before proceeding.
This does not apply where we or our fulfillment partner caused the address error.
Photos and personalization details
Please check your photo, pet’s name, spelling, size, and customization choices before submitting your order.
We do not provide artwork previews or customer design approval before production. Your artwork is created using your supplied photo and selected customization options, following the portrait style examples shown on the product page.
Customer-submitted errors are not grounds for a free replacement or refund when the item accurately reflects the information and options provided. If we make an error or the product does not match your order, please contact us so we can resolve it.
Refunds
Approved refunds are issued to the original payment method. We will notify you when your refund has been processed.
The time it takes for the refund to appear in your account depends on your bank or payment provider.
Your consumer rights
Nothing in this policy limits rights or remedies that cannot legally be excluded.
Our 48-hour reporting requirements, carrier investigation process, and replacement-first approach do not restrict any longer reporting period or right to a refund, repair, or replacement provided by applicable law.
Where applicable law gives you additional rights, those rights take precedence over this policy.
Contact us
For order changes, cancellations, product concerns, or delivery issues, use the Help & Questions link in our website footer and include your order number.