Refund policy

Return & Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Standard (Non-Customized) Items To be eligible for a return, your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase. To start a return, contact us at support@mypawshop.com. Returns will need to be sent to: 1359 Braebridge Road, San Jose, CA 95131. If your return is accepted, we'll send you a return shipping label as well as instructions on how and where to send your package. Items sent back without first requesting a return will not be accepted.

Custom & Personalized Items All personalized products are made-to-order specifically for you. Because of this, we are unable to accept returns or exchanges on customized items unless the item arrives damaged, defective, or incorrectly printed/produced.

If your personalized item arrives with any of the following issues, please contact us at support@mypawshop.com within 7 days of delivery:

• The item is visibly damaged or defective
• The print quality is poor, faded, or misaligned
• The wrong design, name, or photo was used due to a production error

To process your claim, please provide your order number and clear photos of the issue. If approved, we will replace or refund the item at no additional cost to you. Please note that we are not responsible for errors in personalization caused by incorrect information submitted at the time of order (e.g., wrong name, wrong photo uploaded). We encourage you to carefully review all customization details before completing your purchase.

Damages and Issues Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-Returnable Items Certain types of items cannot be returned, including perishable goods (such as food, flowers, or plants), personal care goods (such as beauty products), hazardous materials, flammable liquids, or gases. Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14-Day Cooling Off Period If merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it — unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

Refunds We will notify you once we've received and inspected your return and let you know if the refund was approved. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please note it may take additional time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at support@mypawshop.com.