Refund policy
Every item we make is personalized with your pet's photo and details, so we can't resell it. Please read our policy below before ordering.
Physical products
Because items are custom-made, we do not accept returns or exchanges for change of mind, size, or color preference.
We will reprint your item for free or issue a full refund if:
- your item arrives damaged or defective;
- you received the wrong item; or
- the item doesn't match the artwork preview you approved.
To request a reprint or refund, email support@pawlinestoday.com within 14 days of delivery with your order number and clear photos of the issue. You do not need to send the item back.
Digital products
Digital files are non-refundable once they have been delivered. If you're not happy with your artwork, tell us what you'd like changed and we'll redo the file for free until you love it.
Order changes and cancellations
You can change details or cancel for a full refund before you approve your artwork preview. Once the preview is approved and production starts, orders can't be cancelled.
Refund timing
Approved refunds go back to your original payment method. Depending on your bank, they can take 5–10 business days to appear.
Questions? Email support@pawlinestoday.com or call 1 (800) 521-0974.