Refund policy

Our promise

We want you and your pet to love your order. If something isn't right, contact us within 30 days of delivery through our Contact page and we'll make it right.

Personalized and made-to-order items

Ornaments, ID tags, bandanas, mugs and other items printed or engraved with your pet's name are made just for you, so we can't accept returns for change of mind or for spelling the customer entered at checkout. Please double-check names and phone numbers before you order.

If a personalized item arrives damaged, misprinted, or different from what you ordered, send us a photo within 30 days of delivery and we'll send a free replacement or a full refund, your choice. No need to send the item back.

Non-personalized items

Grooming tools, harnesses and other non-personalized items can be returned within 30 days of delivery if unused and in original packaging. Contact us first for return instructions. Once we receive the item, we'll refund the purchase price to your original payment method within 5-10 business days. Return shipping is paid by the customer unless the item arrived damaged or defective.

Damaged, defective or wrong items

If anything arrives damaged, defective or wrong, send us a photo within 30 days of delivery and we'll replace it or refund you in full, including shipping.

Lost packages

If your tracking shows no movement for 10 business days, contact us and we'll work with the carrier and send a replacement or refund if the package can't be found.

Cancellations

Because items are made to order, orders can be changed or cancelled within 12 hours of purchase. After that, production may have started.