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Refunds & Our Policies
Pet Custom-Made Product Return Policy
- Orders can be cancelled within 24 hours of placement.
- Once production begins, refunds due to changes of mind are not accepted.
- A preview will be provided before shipment, and minor revisions can be requested free of charge.
- Replacing photos, pets, or the overall design constitutes a major modification and may incur a fee.
- In case of incorrect shipment, shipping damage, or obvious discrepancies with the confirmed artwork, please contact us within 48 hours of receipt.
- Free rework, exchange, or refund is available if conditions are met.
- Digital gift cards are non-refundable.
As all PetPortraArt products are custom-made, we cannot offer returns. Your creation is meticulously designed, completely personalized, and tailor-made for you and your beloved pet. All products are final sale and cannot be returned or exchanged.
If you are not satisfied with the final product, please contact us. Customer satisfaction is our top priority, and we are always committed to ensuring your satisfaction with the final product.
If you receive the wrong item, size, or style, or if the item is damaged during shipping, we will, of course, replace it unconditionally. In this case, please inform us within 48 hours of receiving your order.
We offer modification services for the original photos and artwork. Modifications refer to minor adjustments to the artwork. If you require major modifications (such as changing photos or clothing/products), our customer service team will charge you a fee of $20-$100 to cover the production cost of the new artwork.
If you recently placed an order but changed your mind, you can cancel within 24 hours. If more than 24 hours have passed, we will decide whether to approve the cancellation at our discretion. This is because our artists typically begin creating their work immediately after you place your order. If your artwork is already completed and you request cancellation, we will charge a $20 processing fee to cover part of the artwork's cost.
Please note that we will use the photo you uploaded when you placed your order to create your artwork. If your photo does not meet our requirements, we cannot provide any solutions. It is your responsibility to submit high-quality photos that meet our requirements. Low-quality photos will result in a lower quality artwork. You can add notes to your order to let us know if there are any issues. However, we cannot guarantee to meet all special requests—for example, we cannot edit photos to adjust the degree of mouth opening, add smiles, etc. However, we can remove red-eye, adjust eye color, and meet some other requests.
Please note that all examples on the website are created using high-quality, high-resolution photos. Blurry or low-quality photos will affect the beautiful results our design team will achieve when you see them on the website.
To request an exchange, please send an email to support@petportraart.com with the subject "Exchange" and include your order number.
Please note that the following items are non-refundable and non-exchangeable:
• Gift Cards
• Sale Items
• Free Gifts
• Clearance Items
Product Care Instructions
Avoid using products containing alcohol: Do not use alcohol-based cleaners on the item, as they may damage the ink, cause fading, or other adverse effects.
Warranty Card
PetPortraArt is committed to providing high-quality, durable products. However, please note that according to our return policy, we only accept claims for defective or damaged goods submitted within 48 hours of receipt.
We pride ourselves on the quality of our products and believe that proper care will extend their lifespan. If you encounter any problems within 30 days, please contact us. We will provide a one-time free refund or reshipment service for eligible claims.
Refund
We will notify you whether your refund has been approved after receiving and checking your return. If approved, we will automatically refund you via your original payment method within 10 business days. Please note that your bank or credit card company may also need some time to process the refund.
If you have not received your refund within 15 business days after your return request has been approved, please contact us at support@petportraart.com.