Refund policy

Refund Policy

We offer a 30-day return policy, which means you have 30 days after receiving your item to report a problem or request a refund.

Damages and issues

Please inspect your order upon receipt and contact us immediately at support@pawticastore.com if the item is damaged, defective, or if you received the wrong item. We will ask for photos or videos clearly showing the problem so that we can evaluate the situation. After verification, we will offer you:

  • a free replacement, or
  • a full refund, depending on your preference.

No physical return is required, unless otherwise indicated by our support team. Please do not return the package to the sender without prior confirmation from our support team.

Custom & Personalized Items

Our pet photo pillowcases are made-to-order and personalized specifically for each customer. Because production begins shortly after your order is placed, these items are non-refundable and non-exchangeable, except in the case of a manufacturing defect or printing error on our part.

If you need to cancel or modify your order, please contact us at support@pawticastore.com within 24 hours of placing your order. We cannot guarantee changes after production has started.

Please note that the quality of the final product depends in part on the quality of the photo you submit. We are not responsible for results caused by low-resolution, blurry, or poorly cropped images. We recommend uploading a clear, high-resolution square photo for best results.

Exceptions — Non-refundable items

Certain types of items cannot be refunded, such as:

  • custom or made-to-order items (including personalized pet photo pillowcases),
  • personal care products,
  • gift cards.

Feel free to contact us at support@pawticastore.com with any questions about a specific item.

Exchanges

We do not accept physical exchanges. If you wish to receive a different item, please contact us and we will process either a refund or a free replacement, depending on the situation.

Refunds

Once your request is approved, we will process a refund to your original payment method. Please note that processing times may vary depending on your bank or credit card company (usually 5 to 10 business days).

Customer service

For any questions regarding your order, please contact us at support@pawticastore.com. Our team is available to help you resolve any issue quickly.