Return & Refund Policy

Our Promise

Every piece from Pawmery is made just for your pet — illustrated from the photo you send us, and produced only after your order is placed. We take that personally, and we stand behind every order we make.

1. Order Changes & Cancellations

Since your portrait goes into design almost immediately, please reach out as soon as possible at hello@pawmery.com if you need to change your pet's photo, name, or shipping address. We'll do our best to update it before production begins — but once production has started, changes can no longer be made.

2. All Sales Are Final

Every Pawmery product is custom-made specifically for your pet, based on the photo and details you provide. Nothing is pre-made or kept in stock — each piece only exists because you ordered it.

Because of this, we're unable to accept returns, exchanges, or refunds for:

Change of mind
Personal preference on color, size, or style
Orders where the photo submitted was unclear or low quality

That's exactly why we send you a free digital mockup to approve before production starts — so you know exactly what you're getting before we make it.

3. When We'll Make It Right

If something goes wrong on our end, we'll fix it — no debate.

If your order arrives with any of the issues below, contact us within 15 days of delivery and we'll remake it and resend it at no extra cost:

Issue	Resolution
🖨️ Print defect — faded, cracked, or misaligned design	Free remake & resend
🧵 Manufacturing defect — damaged material or stitching	Free remake & resend
📦 Wrong item received — different design or product than ordered	Free remake & resend
📬 Lost in transit — tracking shows no movement for 20+ days	Remake & resend, or refund

To file a claim, email us at hello@pawmery.com with:

Your order number
A clear photo of the issue
Whether you'd like a remake or a refund

We'll get back to you within 1–2 business days.

4. Shipping & Delivery Time

Because every item is designed and produced after you order, please allow 10–18 days from order to delivery, which includes both production and shipping time. Estimated delivery windows are also shown at checkout.

5. Refund Processing

Approved refunds are returned to your original payment method within 5–10 business days.
You'll receive an email confirmation once your refund is processed.
No restocking fees. If the issue is on us, resolving it costs you nothing.

6. Damaged or Lost Packages

Damaged in transit: Photograph the packaging and the item, then contact us within 15 days of delivery.
Lost packages: If tracking shows no movement for 20+ days, reach out and we'll investigate with the carrier and arrange a resend or refund.