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Every Paint Your Pet item is made to order from the photo you send us, so we can't accept returns or exchanges for a change of mind, a different size, or a preview you've already approved.
Changing or canceling your order
You can change your photo, size or shipping address, or cancel your order for a full refund, within 2 hours of placing it. Email service@paintyourpet.com with your order number.
After 2 hours, email us as soon as you can. If your order hasn't gone into production yet, we'll try to make the change or cancel it. Once production has started, we can't cancel it or change the design, but we'll still try to update your shipping address until it ships.
What we fix for free
If your order arrives damaged, has a printing defect, doesn't match the preview you approved, is the wrong item, or is missing an item, we'll send a free replacement or a refund. You don't need to send anything back. Lost packages are covered in our Shipping Policy.
How to report a problem
Email service@paintyourpet.com within 14 days of delivery with your order number and:
- a photo of the whole item,
- a close-up of the problem,
- for a wrong or missing item, a photo of the item next to the packing slip.
We reply within 1 business day.
How refunds work
Refunds go back to your original payment method. How long it takes to show up depends on your bank.
What we can't replace for free
- Photo quality: your pillow can only be as sharp as the photo you send. Our upload tool checks your photo for the size you choose and tells you before you order if it may print blurry. If we spot a problem while preparing your print file, we'll email you before printing. If you chose to go ahead after a warning, we can't replace it for free.
- Details in a preview you approved, such as a typo or the crop: we can remake it at cost.
- Small differences in color between your screen and the printed fabric, and small differences in size, because each pillow is cut and sewn by hand.
- Packages returned because of an incorrect address: see "Check your address" in our Shipping Policy.