Return and Replacement Policy
Return and Replacement Policy tool
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Personalized made-to-order policy
Every item created at Shop Pet Direct is personalized with your pet’s photograph and optional pet name. Because custom memorial prints, canvas wall art, sherpa blankets, pillows, ornaments, sympathy cards, and mugs are individually produced to order and cannot be resold, we cannot accept returns or provide refunds for customer change of mind.
To help ensure your keepsake matches your expectations, our online customizer checks photo resolution upon upload and displays an interactive digital preview prior to purchase.
Digital preview and resolution check before ordering
Before any custom order is placed, our customization tool helps you verify your design:
- Automatic resolution check: When you upload a photo, our system checks the pixel dimensions and alerts you if the image is too small to print cleanly.
- Live preview verification: Our customizer generates a preview showing how your pet photo, selected portrait style, and optional pet name will appear on the product. Please carefully inspect the crop and spelling on the preview screen prior to submitting payment.
- Automated production handoff: Once payment succeeds, the print file generated from your preview is sent automatically to our print partner, Printful, for manufacturing.
Damaged, defective, or misprinted items
If your custom keepsake arrives damaged from shipping, has a manufacturing defect, or exhibits a noticeable misprint, we will replace or refund it promptly:
- Reporting window: You must contact our customer support team within 30 days of confirmed carrier delivery.
- How to report: Send an email to
[email protected]with your order confirmation number, a description of the defect, and clear photographs showing the damage, print issue, or flawed material. - Remedy: Once our support staff verifies the issue, we will immediately order a free replacement reprint through Printful, or issue a complete refund to your original payment card via Stripe.
Order changes and cancellations
Orders are sent to Printful and confirmed for production automatically as soon as payment succeeds. If you need to change or cancel, email us right away with your order number. We can change or cancel only until Printful starts making it, which can be within a few hours; after that we can’t stop it.
To modify or cancel:
- Send an immediate email to
[email protected]with your order number and requested changes. - Once Printful starts making your order, it cannot be modified, recalled, or cancelled.
Unauthorized returns and customer inquiries
Please do not return items to our corporate mailing address or to the return address listed on the print packaging without prior authorization from our support team. Unauthorized returns cannot be processed or credited.
If you have questions regarding a recent delivery, please reach out to our team at [email protected] or use our contact page. We review inquiries and reply by email as soon as we can.