Refund policy

Refund Policy

Last Updated: July 20, 2026

At Pet Friends Co. your happiness as a customer is important to us, so all of our products come with a 90 Day 100% Happiness Guarantee. If you are not happy with your purchase within 90 days of receiving it, we will do our best to make sure you are happy with our resolution. 

Any refunds will be credited back to the original payment method, typically within 3-5 business days.

Contact us at [email protected], and we will promptly respond to your inquiries. 

Broken Or Damaged Item Policy

  • If any item arrives broken or damaged, please send a picture to [email protected] with the order number so that we can replace the item at our cost.

Cancellation Policy

  • You can cancel within 24 hours of placing your order for a full refund, no questions asked.
  • After 24 hours, our artists have typically already started (or completed) your custom artwork. If you cancel after artwork has been created, we’ll refund everything except a partial artwork fee (typically $20 of the $25–$35 artwork cost) since that work can’t be reused for another customer.
  • Once you have approved your artwork proof, your order enters production and can no longer be cancelled.

Return Policy

  • Understandably, because all of our products are personalized and can not be re-used, we do not accept returns. What we can do is send you a new, personalized product, or offer a refund after the original order has been delivered.

Customer Error Policy

  • Items can not be returned due to customer error, so please be sure to make sure all customizations are 100% correct before submitting your order. However, we will do whatever we can to make you happy.

Holiday Season Policy

  • During our busy holiday season we try our best to let you know your gifts will arrive on time, but due to high volume and unexpected circumstances beyond our control there might be a slight delay in delivery of your order. 
  • Understandably, no refunds can be issued for orders delayed due to adverse weather conditions or any unforeseen circumstance that may affect Pet Friends Co. or any of our carriers. Thank you for understanding.