Refund Policy

1. Cancellations & Modifications

Because our handcrafted items are uniquely personalized based on your pet's photo, cancellations or modifications for handcrafted orders are only accepted within 24 hours of purchase. Once our master artisans begin the crafting process, the order cannot be canceled or refunded.

2. Returns & Refunds (Handcrafted vs. Standard Items)

• For Handcrafted & Personalized Items: Due to the highly custom, labor-intensive nature of these pieces, we cannot accept returns or issue monetary refunds once production has begun. However, they are fully covered by our 30-Day Quality Guarantee for free replacements if any defects occur.

• For Non-Handcrafted (Standard) Items: We happily accept returns within 30 days of delivery. To be eligible for a refund, the item must be unused, unaltered, in the same condition that you received it, and in its original packaging. Customers are responsible for the return shipping costs.

3. Damaged or Defective Items (All Products)

If your item arrives damaged in transit or shows defects in materials or craftsmanship, please contact us at help@petpalsdiy.com within 7 days of receiving your package with clear photos or videos.

• For handcrafted pieces, we will prioritize a brand-new custom replacement at no extra cost.

• For standard items, we will issue a replacement or a full refund based on your preference.

4. Non-Returnable Items

Certain items cannot be returned or refunded under any circumstances:

• Gift cards

• Any item not in its original condition, damaged, or missing parts for reasons not due to our error.

5. Shipping & Delivery Disclaimer

Estimated delivery timeframes are approximations based on recent shipping data and do not constitute a guaranteed arrival date. While we do our utmost to ensure a smooth shipping process, we cannot be held liable for third-party courier delays. Consequently, shipping delays do not qualify for an order refund.

6. Lost or Stolen Packages

PetPalsDIY will provide official carrier tracking information to assist with investigations. If official courier records conclusively show that your shipment was lost in transit and never delivered to your address, we will fully re-manufacture (or re-ship) your order at no extra charge.