Refund policy

Pawfams — Return & Refund Policy

At Pawfams, we want every order to arrive in excellent condition. Since our products are made to order, including personalized and non-personalized items, we have a specific return and refund policy.

1. Returns and Exchanges

All Pawfams products are produced on demand after an order is placed.

For this reason, we generally do not accept returns or exchanges for:

Change of mind or unwanted purchases.
Incorrect size or color selected by the customer.
Incorrect names, spelling, photographs, or personalization details submitted by the customer.
Products that arrive as ordered but are no longer wanted.

Please carefully review your order details, sizing information, and personalization before completing your purchase.

2. Damaged, Defective, or Incorrect Products

If your order arrives damaged, defective, misprinted, or different from what you ordered, please contact us within 30 calendar days of delivery.

Email: pawfams09@gmail.com

Please include:

Your order number.
A description of the issue.
Clear photographs showing the problem.
A photograph of the packaging, if relevant.

We will review your request and, where appropriate, arrange a replacement or refund at no additional cost.

This applies to both personalized and non-personalized products.

3. Personalized Products

Personalized products are created using the photographs, names, and other information provided during checkout.

Please ensure all personalization details are accurate before placing your order.

We generally cannot offer refunds or replacements for customer-submitted errors. However, if we produce an item incorrectly or it arrives defective or damaged, please contact us so we can resolve the issue.

4. Order Cancellations and Changes

If you need to cancel or modify an order, contact us as soon as possible at pawfams09@gmail.com.

We will try to accommodate your request if production has not started.

Once an order enters production, cancellation or modification may no longer be possible.

5. Refunds

If a refund is approved, Pawfams will initiate it to your original payment method.

We will notify you when your refund has been processed. The time required for the funds to appear in your account depends on your payment provider and financial institution.

Refunds do not require customers to return defective products unless we specifically provide return instructions.

6. Return Shipping

Please do not send products back without contacting Pawfams first.

Most eligible damaged or defective product claims can be reviewed using photographs, without requiring a physical return.

If a return is necessary, we will provide instructions and explain any applicable shipping arrangements.

7. Missing or Delayed Orders

If your order has not arrived by the expected delivery date, please contact us at pawfams09@gmail.com.

We will review the tracking information and investigate the issue with the shipping provider.

Where an order is confirmed lost or undelivered, we will assess the appropriate replacement or refund.

8. Customer Support

For return, refund, replacement, or order-related questions, contact:

Pawfams Customer Support