We want you to love your Pawtrait keepsake. Because every item is made to order, our return policy depends on the type of product you purchase.
Custom Pet Art
Custom signs are made specifically for you using your pet photo and personalization details. For this reason, they cannot be returned or exchanged unless:
- The item arrives damaged or defective.
- We made an error in the personalization that differs from what you submitted.
- The print quality is materially below our standards.
If any of the above applies, please contact us within 14 days of delivery with photos of the issue. We will offer a replacement or a full refund.
Non-Custom Products
Ready-made designs (such as standard dog or cat signs without custom photos) may be returned within 30 days of delivery if they are unused and in original packaging. Return shipping is the responsibility of the customer unless the return is due to our error.
Cancellations
Custom orders can be canceled within 12 hours of placing the order. After that, production may have already started. Contact us as soon as possible at hello@pawtrait.com.
Damaged in Transit
If your package arrives damaged, please save all packaging and contact us within 7 days. We will work with you and the shipping carrier to resolve the issue quickly.
Refunds
Approved refunds are processed to the original payment method within 5–10 business days after we receive the returned item or confirm the issue.
Contact Us
For returns, exchanges, or order issues, email us at hello@pawtrait.com.