Refund policy
Order Changes & Cancellations
You can modify or cancel your order within 24 hours of purchase, or any time before you approve your design preview — whichever comes later. Once you approve the preview and crafting begins, the order can no longer be changed or cancelled.
Personalized Items
Because each piece is made to order just for you — with your pet's photo, name, or paw print — personalized items cannot be returned or exchanged for reasons such as a change of mind. This is standard for custom-made products, and it's also why we show you a free design preview before anything is crafted: nothing is made until you love it.
That said, we stand behind every piece with a 100% satisfaction guarantee. We will remake your item for free, or issue a full refund, if:
- it arrives damaged or defective,
- you receive the wrong item, or
- it is materially different from the design preview you approved.
Just contact us within 30 days of delivery with your order number and a clear photo of the issue.
Non-Personalized Items
Accessories and other non-personalized items may be returned within 15 days of delivery, unused and in their original packaging. Return shipping is at the customer's expense; the refund is issued once the return is received and inspected.
Order Not Received
If tracking shows your package is lost and the carrier confirms it, we will send a free replacement or issue a full refund. This does not apply to packages marked delivered, or to delays caused by an incorrect address provided at checkout.
Refund Processing
Approved refunds are issued to your original payment method. Depending on your card issuer, please allow one or two billing cycles for the refund to appear on your statement.
Contact us at support@tailymade.com — we're here to make it right.