Return & Refund Policy

Our Commitment

Customer satisfaction is our top priority. Because our products are custom-made and personalized with your pet's name, our return policy differs slightly from standard retail. However, we always stand behind the quality of our products.

• Defective or damaged products — If your item arrives damaged, misprinted, or with a manufacturing defect, we will provide a full refund or free replacement.
• Wrong item received — If you receive a different product than what you ordered, we will send the correct item or issue a full refund.
• Incorrect personalization — If we misspell your pet's name or use the wrong personalization, we will remake the item at no charge.
• Lost in transit — If your order doesn't arrive within the estimated delivery window, we will investigate and provide a replacement or refund.

• Change of mind — Because each product is custom-made with your personalization, we cannot accept returns for change of mind.
• Buyer-provided incorrect information — If the personalization was entered incorrectly by the buyer, we cannot offer a free replacement (but we can remake at a discounted rate).
• Normal wear and tear — Products that show signs of regular use after delivery are not eligible for return.

1. Contact us within 30 days of receiving your order through our contact page or email.
2. Include photos of the issue (damaged item, wrong personalization, etc.).
3. Provide your order number so we can locate your purchase.
4. We'll respond within 24-48 hours with a resolution — typically a replacement or full refund.

Once a return is approved, refunds are processed to your original payment method. Please allow:

• 1-3 business days for us to review and approve the return
• 3-5 business days for the refund to appear in your payment method
• 5-10 business days for replacement items to be produced and shipped