CANCELLATIONS: BEFORE PRODUCT RECEIVED
Order cancellations are permitted up to 2 hours after placing your order. As order processing starts right away, anything thereafter will require a 30% re-stocking fee that will go toward the time put into starting order fulfillment.
In some cases, we can cancel and refund an order beyond the 2 hour window at no cost to you (e.g. when artists have not yet started creating your artwork) Please email us to enquire.
Note that any order that has been sent to print cannot be cancelled under any circumstance.
REFUNDS: AFTER PRODUCT RECEIVED
If you received a defective or incorrect item we will replace it as fast as possible. As your order is specific to the pet photos that you provided, we do not offer refunds. All sales are final. If you are unhappy with your final art render, and you provided photos that clearly follow our photo guide, we will do what we can to make it right. If you provided photos that do not follow our photo guide, we cannot offer a refund or replacement.
ARTWORK REVIEW ORDERS
If you added an artwork review to your order and failed to reply within our 3 day window, from the date our AWR (artwork review) email was sent, we cannot offer a refund or replacement. We do not offer refunds for orders where edit requests were missed – only art revisions and replacements.
If you replied to your AWR email with edit requests and feel we did not adequately carry out these requests, we will work to make this right by making – the changes and shipping a replacement product.
If you receive a defective or incorrect item we will replace it as fast as possible. Please report the issue to us via email and make sure to provide photo evidence. We 100% guarantee a replacement to any customer who receives an incorrect or defective / damaged / mis-printed product. These issues, however, have to be reported 1 day upon receiving the product, so please make sure to check your product for defects as soon as it arrives!
We recommend that defected products are kindly donated to your local shelter, to provide extra comfort to cats and dogs without a home.