Returns & Remake Policy

Every GenzOutfit item is printed to order with your pet’s photo or the design you chose, so we can’t take custom items back for a change of mind. If your item arrives damaged, misprinted or wrong, we’ll reprint it or refund it. Just email us photos of the problem within 14 days of delivery through our contact page.

What is covered?

We’ll reprint or refund your item if it arrives:

  • Damaged, for example torn or marked.
  • Misprinted, for example the print is smudged, cut off or in the wrong place.
  • Wrong, for example a different product, size, color or design from the one you ordered.

How do you report a problem?

  1. Take photos. One of the whole item and a close-up of the problem.
  2. Send them within 14 days of delivery through our contact page.
  3. Include your order number and a short note on what’s wrong.

We’ll reply by email and arrange a reprint or a refund.

What isn’t covered?

  • Change of mind. Custom items are made for you and can’t be returned because you no longer want them.
  • A size you chose that doesn’t fit. We print the size you order, so please check the size guide before you buy.
  • Photo quality we flagged. If we flag a photo and you ask us to print it anyway, the result will reflect that photo’s quality, so it isn’t covered as a misprint.
  • Problems reported more than 14 days after delivery.

How can you avoid problems before you order?

  • Check your size against the garment measurements in the size guide.
  • Upload a clear, well-lit, front-facing photo. Our photo tips show what prints best.
  • Check that your US shipping address is correct at checkout.
  • Order early for the holidays. Our shipping and production times page has the ranges.

Returns questions

Can I exchange my item for a different size?

No. Each item is printed to order in the size you chose, so we can’t exchange it for another size. If we sent the wrong size, that’s covered and we’ll reprint or refund it.

How long do I have to report a problem?

14 days from delivery. Email photos of the problem through our contact page within that time.

Will you reprint or refund my item?

If your item arrived damaged, misprinted or wrong and you’ve sent photos within 14 days of delivery, we’ll either reprint it or refund it.