Refund policy

Every Custom Pet Gift ornament is personalized and made to order from your photo, just for you. Because each one is unique, we can't accept returns or exchanges for change of mind, for details entered incorrectly at checkout, or for a different style preference once production has started. Our promise If your ornament arrives damaged, misprinted, or doesn't match the name and photo you sent us, we'll remake it for free or give you a full refund — your choice. To make a claim, contact us within 14 days of delivery with your order number and a photo of the ornament (and the packaging, if it arrived damaged). You won't need to send the item back. Changing or cancelling your order You can change the pet name or photo within 2 hours of placing your order — just reply to your order confirmation email. If you need to cancel, contact us as soon as possible: if production hasn't started yet, we'll cancel your order and refund you in full. Lost, stolen or damaged parcels If you added Shipping Protection at checkout and your parcel is lost, stolen or damaged in transit, we'll reship it free of charge. Please contact us within 14 days of the expected delivery date. If you didn't add Shipping Protection, we'll help you file a claim with the carrier. How refunds are paid Approved refunds are returned to your original payment method. Depending on your bank or card provider, they usually appear within 5–10 business days. Contact us Questions about a refund? Reach us through the contact page on our website and we'll be happy to help.