Refund policy
Return & Refund Policy
Effective date: September 1, 2026
Because our products are personalized using the customer’s selected template, pet photo, name, or uploaded design, we do not accept returns, exchanges, or refunds due to a change of mind, dissatisfaction with personal preferences, an incorrectly entered name, an incorrectly selected template, or an incorrect photo or design uploaded by the customer.
Order Changes and Cancellations
Orders may enter review and production shortly after they are submitted. If you notice an error, please contact us immediately at DEARPAW2026@outlook.com and include your order number and the correct information or file.
We will try to assist if production has not yet begun, but changes or cancellations cannot be guaranteed.
Once production has begun, or an own-design proof has been explicitly or automatically approved, the order cannot be changed or cancelled for personal reasons.
Own-Design Proof Adjustments
Orders placed using “Use My Own Design” include one free minor adjustment to the position, size, or cropping of the submitted design.
Replacing the original design, changing the selected product template, requesting a new design, or making substantial changes is not considered a minor adjustment and may require an additional fee. We will notify you before making any chargeable changes.
Please reply to the proof email within 48 hours with “APPROVED” or your requested adjustment. If we do not receive a response within 48 hours, the proof will be deemed approved and production will begin.
Incorrect, Damaged, or Defective Products
If you receive an incorrect item, an item with a serious quality problem, or an item damaged during shipping, please contact us within 7 days of delivery.
Please provide:
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Your order number;
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A clear description of the problem;
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Clear photos showing the problem;
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Photos of the outer packaging and shipping label; and
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Any other information reasonably required to review the issue.
After confirming the issue, we may offer a replacement, reshipment, remake, or refund, depending on the circumstances. If a return is required, we will provide return instructions.
Minor differences in color caused by screen settings, printing processes, materials, or production batches, as well as reasonable differences in placement, are not considered serious quality problems.
Refunds
Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Nothing in this policy limits any mandatory consumer rights that apply under applicable law.
Contact
For questions about a return, replacement, or refund, contact: