Refund policy

Our guarantee

Every piece is made from your photo, for you, one at a time. We stand behind our work.

You approve it before we print

You'll see your portrait before anything goes to production. Tell us what you'd like changed and we'll revise it — two free revisions included. Nothing is printed until you approve it. Please look closely at that stage: once you approve, production begins immediately.

Damaged, misprinted, or wrong item

Email us within 30 days of delivery with your order number and clear photos of the item and its packaging. We'll send a free replacement. You won't need to ship the original back.

Personalized items are not returnable

Because every item is custom-made with your pet and cannot be resold, we do not accept returns or issue refunds for change of mind, buyer's remorse, ordering the wrong size or product, or dissatisfaction with a style you already approved. The approval step exists precisely so this doesn't happen.

Photo quality

We can only work with the photo you provide. Blurry, dark, or very low-resolution photos limit the result. We'll tell you before printing if we think yours won't work — but a poor source photo isn't grounds for a refund once you've approved the portrait.

Cancellations

Cancel any time before you approve for printing, for a full refund. After approval, orders can't be cancelled or changed.

Digital downloads

Non-refundable once delivered. If a file is corrupted or won't open, contact us and we'll re-send it.

Lost in transit

If tracking shows your order as lost, or it hasn't arrived within 30 days of shipping, we'll replace it free of charge.

How refunds are issued

Replacement is our standard remedy. Where a refund is warranted and a replacement isn't practical, it goes back to your original payment method within 10 business days.