Refund policy
Custom Pet Products – After-Sales & Return Policy
Thank you for choosing our custom pet products. Since each item is made-to-order based on your specific requirements, please read the following terms carefully before placing your order. By completing your payment, you acknowledge that you have fully understood and agreed to all provisions of this policy.
1. Production & Delivery Timeline
All custom pet products are manufactured after payment confirmation.
Production lead time: 30 working days
International shipping time: 15 working days
Total delivery cycle: Approximately 45 working days (from the date of payment confirmation)
Note: The above timelines are estimates. Delays may occur due to force majeure events such as customs inspections, natural disasters, or other unforeseen circumstances. We appreciate your patience and understanding.
2. Order Cancellation & Modification
Due to the personalized nature of custom products, they cannot be resold. Therefore:
Once production has started, orders cannot be cancelled, modified, or refunded (except for quality-related issues).
If you wish to cancel or modify your order before production begins, please contact our customer service within 24 hours of placing your order. We will do our best to accommodate your request, but we cannot guarantee successful interception.
3. Scope of Returns & Exchanges
We accept returns or exchanges only for the following two circumstances:
Manufacturing defects (e.g., printing errors, obvious material flaws, sewing issues, etc.)
Damage caused during transit (e.g., product damaged due to broken packaging)
We do not accept returns or exchanges for the following reasons:
Personal dislike or mismatched expectations
Incorrect size selection (please double-check size guides before ordering)
Color differences due to monitor/screen variations (the actual product shall prevail)
Free returns or free exchanges
4. After-Sales Request Procedure & Requirements
If you receive a product with the quality issues mentioned above, please follow these steps:
Application deadline: Contact us within 7 calendar days of package delivery. Requests submitted after this period will not be accepted.
Supporting documents: Provide clear photos or videos that clearly show the issue (e.g., damaged area, printing defect, etc.), along with your order number and delivery information.
Submission method: Send all materials to our customer service email: x131312928@outlook.com, with the subject line: "Custom Product After-Sales Request + Order Number".
5. Resolution Options
After verification by our customer service team, if the issue is confirmed to be a quality problem, we will offer one of the following solutions based on the specific situation:
Reproduce and resend the same product (at no additional cost to you)
Partial refund (depending on the extent of damage)
Full refund (only applicable when the product cannot be remade and the issue is severe)
Refunds will be issued to your original payment method within 10 business days after approval.
6. Fee Responsibility
For quality issues confirmed to be our responsibility, replacement shipping costs will be borne by us.
For non-quality related requests (including but not limited to personal preference, size selection errors, etc.), shipping and related costs shall be borne by the buyer, and we reserve the right to refuse such requests.
7. Important Reminders
Custom products require a longer production cycle. Please place your order with patience in mind. Rush orders are not recommended.
We recommend inspecting your package upon delivery. If you notice obvious damage to the outer packaging, please take photos immediately and confirm with the courier, so we can assist you more efficiently.
If you have any questions, feel free to contact us at x131312928@outlook.com. We will respond within 1–2 business days.
Policy Version Date: August 4, 2026
This policy is subject to final interpretation by our company. It may be updated without prior notice; the latest version shall prevail.
