CANCELLATIONS: BEFORE PRODUCT RECEIVED
Order cancellations are permitted up to 2 hours after placing your order. As order processing starts right away, anything thereafter will require a 30% re-stocking fee that will go toward the time put into starting order fulfillment.
In some cases, we can cancel and refund an order beyond the 2 hour window at no cost to you (e.g. when artists have not yet started creating your artwork) Please email us to enquire.
Note that any order that has been sent to print cannot be cancelled under any circumstance.
REFUNDS: AFTER PRODUCT RECEIVED
If you received a defective or incorrect item we will replace it as fast as possible. As your order is specific to the pet photos that you provided, we do not offer refunds. All sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right. If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
If you receive a defective or incorrect item we will replace it as fast as possible. Please report the issue to us via email and make sure to provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product. These issues, however, have to be reported 1 day upon receiving the product, so please make sure to check your product for defects as soon as it arrives!
We recommend that defected products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.