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, streaked, cut off or in the wrong place, or the colors are clearly off compared with the photo you uploaded.
- Wrong, for example a different product, size, color or design from the one you ordered, the wrong pet’s photo, or a pet name printed differently from the way you typed it.
How do you report a problem?
- Take photos. One of the whole item and a close-up of the problem.
- Send them within 14 days of delivery through our contact page.
- Include your order number and a short note on what’s wrong.
We’ll reply by email and arrange a reprint or a refund. A reprint is made to order like any new item, so allow the production and shipping times on our shipping page.
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.
- A small color shift from your screen. Screens show color with light and fabric shows it with ink, so very bright shades print a little softer. That’s normal for a printed item; colors that are clearly off compared with your photo are covered as a misprint. See how printed colors work.
- 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.
- Wear or damage after delivery, such as from use or washing.
- Problems reported more than 14 days after delivery.
Why can printed colors look different from your screen?
Your phone or laptop makes color out of light (RGB); your item is printed with ink (CMYK). Ink can’t match every shade a screen can glow, so neon greens, electric blues, hot pinks and vivid purples come out a little softer and deeper on fabric. Screen brightness, night mode and color settings change how a photo looks too, so two phones can show the same picture differently.
A slight difference in shade is expected and isn’t a misprint. If the colors are clearly off compared with the photo you uploaded, send us photos within 14 days of delivery and we’ll reprint or refund it. Our pet photo guide shows a side-by-side color chart.
Do you approve a proof before printing?
No, there’s no proof to approve on every order. Instead, our team checks your photo when it places it on the design. If the photo is too blurry, dark or low-resolution to print well, we email you before production, and you can send a different one or ask us to go ahead. That’s why the name, size and photo you choose at checkout matter: please check them before you pay.
Can you change or cancel an order?
Contact us as soon as possible through our contact page with your order number. Each item is printed for you, so once production has started we may not be able to change or cancel it.
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 the spelling of any pet name you add.
- 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 return an item because I don’t like it?
No. Each item is personalized for one customer, so we can’t accept change-of-mind returns. If something is actually wrong with it, such as damage, a misprint or the wrong item, that’s covered.
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.
My photo printed darker than I expected. Is that covered?
If the print doesn’t match the photo you uploaded, yes: send us photos and we’ll reprint or refund it. If the original photo was dark, the print will be dark too, and a reprint won’t change that. That’s why we email you before production when a photo is too dark to print well.
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.
More answers are in our FAQ.