Returns & refunds.

Every custompet product is created from scratch, on demand, using your pet’s photos and the designs you choose. Nothing is pre-made or sitting on a shelf — each item is printed and produced specifically for you after you order.

Because these are personalized, one-of-a-kind items, they can’t be restocked or resold. That’s why our returns policy works a little differently from typical online stores.

We stand behind the quality of everything we make. We’ll gladly replace or refund an item if:

• It arrives damaged, defective, or with a print flaw.
• You receive the wrong item or an incorrect variant.
• The product differs significantly from what you designed.

In these cases, the fix is on us — you won’t pay for replacements or return shipping.

Because items are custom-made, we generally can’t accept returns or offer refunds for:

• Change of mind or ordering the wrong size or product.
• Typos, low-resolution photos, or design choices submitted at checkout.
• Minor variations in color, cropping, or placement that are inherent to personalized printing.

Please double-check your photos, spelling, and selections before you order — we start production quickly to get your pet’s goodies to you fast.

If something’s wrong with your order, reach out within 30 days of delivery. To help us sort it out quickly, please include:

• Your order number.
• A short description of the issue.
• Clear photos of the product and any damage.

Our support team will review your request and get back to you with the next steps — usually within two business days.

For approved claims, we’ll first offer a free replacement of the same item. If a replacement isn’t possible, we’ll issue a refund to your original payment method.

Refunds are typically processed within 5–10 business days after approval, depending on your bank or payment provider.

Because production begins soon after you order, there’s only a short window to make changes or cancel. If you need to adjust something, contact us as soon as possible — once an item enters production, we may not be able to modify or cancel it.

Shipping can be rough on packages. If your order arrives damaged, take photos of the packaging and product and send them to us right away. We’ll make it right with a replacement or refund at no cost to you.

Questions about a return, refund, or your order? We’re here to help — reach out any time and a real human will get back to you.