Refund and Returns Policy

Overview

We create made-to-order, personalized products including custom pet portraits delivered digitally or printed on frames, canvases, posters, mugs, tote bags, and more. Because each product is custom-designed, all sales are final and we do not accept returns or refunds unless the item is defective or damaged upon arrival. Before any physical product is shipped, customers will receive a digital proof of the design and have the opportunity to approve it. This ensures you’re completely satisfied with the artwork before it goes to print.

Our return/refund policy is valid for 30 days after delivery. If 30 days have passed, we unfortunately cannot offer a refund or exchange.

Eligibility for Return or Refund

To be eligible, your product must meet the following conditions:

The item arrived damaged or defective
You notify us within 30 days of delivery
You provide clear photo evidence of the damage or defect
For physical items: the item must be unused and returned in its original packaging (if requested)

Non-returnable Items

Because our products are personalized, we cannot accept returns or issue refunds for:

Custom physical products unless defective (including frames, mugs, tote bags, etc.)
Change of mind or incorrect details provided by the customer
Gift cards

How to Request a Refund or Exchange

Please email us at [email protected] with the following:

Your order number
A brief description of the issue
Photo(s) showing the defect or damage

We will review your request within 2 business days and notify you of the outcome.

Refunds

If your refund is approved, it will be processed to your original payment method within 5–10 business days. Return shipping (if applicable) is at your expense unless otherwise noted.

Exchanges

We only replace items if they are defective or damaged. If you need an exchange, email [email protected] with your order number and photos of the defect.