Refund policy

Refund Policy

ORDER CANCELLATION

  • Orders may be cancelled within 12 hours of purchase for a full refund.

  • After 12 hours, as your custom product may already be in production, cancellation is not guaranteed. Please contact us at austinsxwang@outlook.com as soon as possible.

RETURNS

  • As all of our products are custom-made (personalized with your pet’s photo), we generally do not accept returns or exchanges.

  • However, if your item arrives defective, damaged, or incorrect, please contact us within 7 days of delivery with photos of the issue, and we will arrange a replacement or refund.

REFUND PROCESS

  • If your refund is approved, it will be processed to your original payment method within 5–15 business days.

  • Please note that shipping costs are non-refundable.

LATE OR MISSING REFUNDS

  • If you haven’t received your refund yet, first check your bank account again.

  • Then contact your credit card company or payment provider. It may take some time before your refund is officially posted.

  • If you’ve done all of this and still have not received your refund, please contact us at austinsxwang@outlook.com.