Refund policy

Last updated: October 17, 2026

Returns for non-personalized items

You may request a return of an eligible non-personalized item within 30 days after it is delivered. The item should be unused and in its original condition and packaging, with any tags, unless it arrived damaged, defective, or incorrect. Please request approval before sending anything back. We will provide the appropriate return address and instructions after approval; our business mailing address is not a return address.

For a change-of-mind return or another issue that is not our fault, you are responsible for arranging and paying for return shipping. If an item is damaged, defective, incorrect, or otherwise covered by applicable law, contact us so we can arrange an appropriate remedy and shipping instructions.

Personalized items and cancellations

Personalized items are reviewed individually. Before we send the first design proof, you may request cancellation at no charge. After we send the first proof but before production begins, an approved cancellation is subject to a $10 design fee, deducted from the amount refunded. Once production begins, we generally cannot approve a change-of-mind cancellation. Personalized items generally cannot be returned for a change of mind after production. If your personalized item is damaged, defective, incorrect, or not as described, contact us; we will review it and offer an appropriate remedy, including a replacement or refund where required. These terms do not limit your rights under applicable law.

How to request a return or cancellation

  1. Visit My Account and sign in using the email address used for your order. Shopify will email you a one-time verification code.
  2. Open your order and choose the available return or cancellation request option. Select the item and give the reason for your request. For damage, defects, or wrong items, include photos and details where possible.
  3. Wait for our review and instructions. Submitting a request does not automatically approve a return, cancel an order, or issue a refund. Do not mail an item before receiving return instructions.

If the account option is unavailable, or you need help with a personalized item or quality issue, email contact@pawjourneystudio.com with your order number and details.

Refunds and exchanges

We review each request and will tell you whether it is approved and what happens next. When a return is required, we inspect it after receipt. Approved refunds are issued manually to the original payment method, subject to any disclosed design fee and applicable law. Your bank or payment provider may take additional time to post the refund. For exchanges or replacements, contact us before returning an item.

Contact

For any return, cancellation, refund, damaged item, or exchange question, email contact@pawjourneystudio.com.