Return Policy
Please read our return policy carefully before placing your order. As many of our products are custom-made using your pet's photos, our policy differs from standard retail returns.
Cancellations: Before Product Received
Order cancellations are permitted up to 2 hours after placing your order. As order processing begins immediately, any cancellation request made after this window will incur a 30% restocking fee to cover the time invested in starting order fulfillment.
In some cases, we may be able to cancel and refund an order beyond the 2-hour window at no cost to you (for example, if production has not yet begun). Please email us to enquire.
Please note: Any order that has been sent to print cannot be cancelled under any circumstance.
Refunds: After Product Received
Because each order is custom-made using the pet photos you provide, all sales are final and we do not offer refunds.
If you are unhappy with your final artwork and you provided photos that clearly follow our photo guide, we will do our best to make it right. If the photos provided do not follow our photo guide, we cannot offer a refund or replacement.
If you received a defective or incorrect item, please see our Replacement Guarantee below.
Replacement Guarantee
We 100% guarantee a replacement for any customer who receives an incorrect, defective, damaged, or misprinted product.
To receive a replacement:
- Report the issue to us via email within 1 day of receiving your product.
- Include photo evidence of the defect or issue.
Please inspect your product for defects as soon as it arrives to ensure you can report within the required timeframe.
We recommend that defective products be kindly donated to your local animal shelter, to provide extra comfort to cats and dogs without a home.
Questions?
If you have any questions about our return policy, please contact us and we'll be happy to help. You can also visit our FAQ page for answers to common questions about orders and returns.