Return & Refund Policy

At our store, your satisfaction with your purchase is of utmost importance. If you encounter any issues with your order, please reach out to us at contact@petscustom.com, and we'll do our best to address your concerns. By placing an order, you agree to the terms outlined below.

 

1. Return & Refund Basics

Custom orders are personalized and, as such, generally cannot be returned or exchanged. Once an order is placed, the customization process begins immediately, and we can no longer modify the customized information like size or color.

If the issue is due to our mistake, we will correct the problem and send you a replacement product. However, refunds are not typically offered in such cases as customized products bear your unique details and cannot be resold.

 

2. Cancellation Policy

Once an order is locked for processing after placement, it cannot be canceled or modified. Personalized orders are processed promptly, so please double-check all details before finalizing your order.

 

3. Free Replacement

A free replacement is provided for packages that have had no movement for over 3 weeks or have significantly exceeded the estimated arrival time, provided the shipping address is correct.

We also take full responsibility within 30 days of order arrival if the product(s) are damaged, defective, or significantly different from what was ordered (such as incorrect customized information).

Replacement Process When requesting a replacement, please send an email to contact@petscustom.com including the following:

- Order number and your email.

- Video or photo of the defective product.

- If it's a printing error, include photographs of the error.

- If it's a sizing issue, include a measuring tape, stick, or ruler in the photos of the affected garment.

- We will send a new product if the claim is verified by our customer service. We usually prioritize replacement over refund.

 

4. Replacement with Small Fee

In cases where you receive the wrong item/design/size due to incorrect customization input, a replacement can be sent for a small fee compared to the original price. You don't need to return the defective item in this situation.

 

5. Exceptions / Non-Returnable Items

Certain items are non-returnable, including perishable goods (like food, flowers, or plants), custom products (special or personalized orders), personal care goods (such as beauty products), hazardous materials, flammable liquids or gases, sale items, and gift cards. If you have questions about a specific item, please contact us.

 

6. Returns Process

If eligible for a return, please pack the item with a note of the order number, name, and address. Ensure the item is unworn, unwashed, and free from pet hair (if applicable). Ship it to the following address (for general reference, specific address may vary depending on the situation):

- [General Return Address]

You are responsible for return shipping costs, unless the return is due to a faulty/damaged product. Original shipping costs are not refundable. We recommend using a trackable shipping service and purchasing shipping insurance. Keep the tracking number until you receive confirmation of refund. We are not responsible for lost return items.

 

7. Refunds

Once we receive and inspect your return, we will notify you if the refund is approved. If approved, the refund will be processed to your original payment method. The time it takes for the refund to appear in your account may vary depending on your bank or credit card company.

Late or Missing Refunds If you haven't received your refund within the expected time:

- Double-check your bank account (remember, the refunded amount won't include original shipping costs).

- Contact your bank or credit card company as they may have processing delays.

 - If the issue persists, contact us at contact@petscustom.com.

 

8. Additional Notes

Please allow a 10-20% difference between advertised images and the actual item received, as photo lighting or monitor display may cause slight color variations.

All packaging, swing tags, and care tags must be attached for an item to be eligible for a refund. Items returned without these will not be refunded, and we will notify you and can arrange to return the items to you at your cost.

Our Returns & Refund Policy has a specific time limit. If the allowed time has passed since your purchase or delivery date (varies depending on the specific policy), returns or refunds may not be possible.

For custom orders, we may send a mockup before production. If you dislike the mockup, we can modify or cancel the order for a full refund. But once production starts, refunds or exchanges are not available.

If you have any questions regarding returns or refunds, don't hesitate to contact us at contact@petscustom.com.