Return & Refund Policy
We hope you love your order. All of our products are made to order and personalized, which means each item is created specifically for the customer who placed the order.
Because of this, please review the policy below carefully before placing your order.
Order Cancellation
You may cancel your order within 12 hours of placing it for a full refund. After 12 hours, your order may already have entered the design or production process.
• If production has not started, we may still cancel your order.
• If production has already started, a $25 craftsmanship fee will be deducted from the refund(this fee does not include shipping or taxes).
Once the item has been completed or shipped, the order can no longer be cancelled.
Returns & Exchanges
Since all of our products are custom-made and personalized, we do not accept returns or exchanges for:
• Change of mind
• Incorrect size or color selected by the customer
• Incorrect personalization details provided by the customer
• Personal preference after receiving the item
Please double-check all order details before completing your purchase.
Damaged, Defective, or Incorrect Items
Please inspect your order upon delivery. If your item arrives damaged, defective, or incorrect compared to what you ordered, please contact us within 14 days of receiving your order. To help us resolve the issue quickly, please provide:
• Your order number
• A description of the issue
• Clear photos of the product
Once we receive your request, we typically respond within 1–3 business days with a confirmation and next steps. Verified issues will be resolved with one of the following options:
• A free replacement
• A partial or full refund
• Another suitable solution depending on the situation
Shipping fees for or replacements due to damaged, defective, or incorrect items will be covered by us. In most cases, you do not need to return the defective item to us.
Replacement items will be shipped within 3–7 business days after verification.
Lost or Delayed Packages
If your package is lost during transit or has no tracking updates for an extended period, please contact us. We will investigate with the shipping carrier. If the package is confirmed lost, we will offer:
• A free replacement, or
• A refund
Please ensure your shipping address and phone number are correct when placing your order, as we cannot be responsible for delivery issues caused by incorrect information.
Color & Design Disclaimer
Due to differences in screen settings, lighting conditions, and production processes, the final product may vary slightly from the product images or digital previews. These minor variations are normal and do not qualify for returns, refunds, or replacements.
Refund Processing
If a refund is approved, it will be issued to your original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Refunds do not include any customs duties or import taxes that may have been applied.
Additional Notes
This policy applies to orders worldwide. For international orders, customers are responsible for any import taxes or customs duties that may apply.
Need Help?
If you have any questions or concerns about your order, please contact our support team.
📧 Email: support@pawtowear.com
Please include your order number so we can assist you as quickly as possible.