By placing an order, you confirm that you have read, understood and accepted this following policy:

Cancellation Policy:
If you need to cancel your order, please contact us within 12 hours. Once your order has been processed and/or shipped, it can't be canceled.

30-Day Returns, Exchange & Refund Policy:
Our policy lasts 30 days, if your order is past this window, unfortunately we can’t offer you a refund or exchange.
1. for the situation is eligible for Full Coverage Return/Exchange Policy, you can choose to return or exchange the item within 30 days of receiving your order. We will offer a full refund on your order, or choose to exchange items.
2. for the situation is not eligible for Full Coverage Return/Exchange Policy, you can choose to return or exchange the item, return shipping is paid by customers.

30-Day Full Coverage Return/Exchange Policy:
We take pride in the quality of our products and offer a 30-day Full Coverage Return(including the shipping fee you paid)/Exchange Policy for the following reasons (Return fees responsible by PetPillowCustom):
1. The product customization information does not match or an error in customization.
2. Broken pictures, rendering or lettering
3. Wrong or mismatched size
4. Wrong or lost shipment

Limited Coverage Return/Exchange Policy:
The following reasons are covered by Limited Coverage Return/Exchange Policy. The customer is responsible for the return postage fees and replacement postage fees. Shipping fees are non refundable.
1. Personally chose the wrong custom content for the product.
2. Personal Reasons due to personal taste, changed mind etc.
3. Personally upload the not recommended picture and unlike the product due to this reason.
4. Non-quality issues for personalized products.

Conditions for Returning an Item(s):
To be eligible for a return, merchandise must be in its original condition, unworn, and unwashed, without fragrance and makeup residue. All tags must be intact on all returned merchandise. Please keep the original packaging and ensure all parts related to the product are included.

Return & Exchange Procedure:

Step 1. Contact us to request return details:
To initiate a return, please contact our customer service email at petpillowcustom@gmail.com to request return details. Please include the order number, product name, a clear picture or video of the damage in your email.

Step 2. Approval Notification:
You will receive a confirmation email from our customer service once your return request is approved.

Step 3. Pack and Send the Package:
Pack the item(s) you wish to return and ship it to the following address:
3A Floor, Room 6879, Building 4, No.50 Juyuan Street, Baiyun District, Guangzhou, Guangdong Pronvince, China. Zip Code: 510000.
Please include the order number and product name in the returning parcel. Please send the retur ningtracking number to us by email petpillowcustom@gmail.com.

Step 4. Refund Processing:
Refunds will be processed within 1-3 business days of receiving your item(s). You will receive an email notification once your refund is processed. Please note that the refund may take up to 5 to 7 business days to be credited to your account, depending on your financial institution.

Precautions for Return and Exchange:
To ensure a smooth return process, please keep the following precautions in mind:
1. The items being returned must be in their original condition, unworn, and unused.
2. For personalized products, please notify us within 12 hours if you need to cancel, modify, or replace the personalized content. We provide a complimentary replacement of personalized content within this timeframe. However, after 12 hours, a production fee of 30% of the product price will be charged. This fee covers the immediate production of customized products to ensure timely delivery.
3. We reserve the right to update this policy at any time. Any changes will be communicated through updates on this page.

If you have any questions or assistance regarding our policies, including cancellations, our customer service team is ready to assist you, please feel free to contact us through the form belowed or send an email to petpillowcustom@gmail.com