Refund policy

Refund & Returns Policy

Last updated: October 1, 2026

All Pawpresence products are made to order or personalized for each customer. Because of their custom nature, they cannot be resold, so different rules apply to made-to-order items.

Cancellations

  • You may cancel within 2 hours of placing your order if production has not started.
  • Once your personalized proof is approved or production begins, the order can no longer be canceled.
  • If we have asked for missing personalization details and do not receive them, we may hold the order. If you request cancellation before production begins, we will cancel and refund the item.

Custom and personalized products

Custom and personalized items are non-returnable and non-refundable after proof approval or the start of production. This includes custom pet portraits, engraved keepsake boxes, paw print frames with personalized text, and any product made with your photo, pet name, date, or message.

We cannot refund or replace an item because of a customer error, including a misspelled name, incorrect date, low-resolution photo, wrong photo, or a design change requested after approval.

Damaged, defective, or incorrect items

Please inspect your order as soon as it arrives. If your item is damaged in transit, defective, or different from the approved proof, contact us within 7 days of delivery at support@pawpresence.shop. Include your order number, a photo of the item, and a photo of the packaging. After verification, we will offer a replacement or refund, including return shipping when a return is required.

Lost or delayed packages

If tracking has not updated for 10 business days, contact us and we will open a carrier investigation. We will replace or refund an order that the carrier confirms is lost. Delivery delays caused by incorrect addresses, customs, weather, or carrier disruptions are not grounds for a refund when tracking confirms delivery to the address provided.

Refund method

Approved refunds are issued to the original payment method. Please allow 5-10 business days after approval for the refund to appear, depending on your bank or payment provider.

Contact

Questions about returns or refunds: support@pawpresence.shop. We usually reply within 1-2 business days.