Custom and Personalized Products
All Pawlively products are custom-made from the pet photo and customization details provided by the customer. Because each item is personalized, completed custom orders are final sale and are not eligible for return or exchange, except where required by applicable law.
Order Cancellations
You may request cancellation within 12 hours after placing your order by emailing pawlively@gmail.com with your order number. Cancellation is not guaranteed if design or production has already begun. Once design or production begins, the order cannot be canceled.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, email pawlively@gmail.com within 7 days of delivery. Include your order number and clear photos of the item and packaging. We will review the issue and, when approved, provide an appropriate replacement or refund at no additional cost. Do not send an item back unless Pawlively provides written instructions.
Photo and Customization Issues
Customers are responsible for submitting a clear photo and accurate customization details. If the supplied image cannot be used, Pawlively will contact the customer before production. Minor differences in color, cropping, texture, or placement caused by screen settings and the sisal production process are not defects.
Refund Processing
Approved refunds are returned to the original payment method. Processing times depend on the payment provider and financial institution. Contact pawlively@gmail.com if an approved refund has not appeared after 15 business days.
Contact
For cancellation, damage, defect, or refund questions, email pawlively@gmail.com.