At PawTale, we want you to love the personalized piece we create for you. Because our products are custom-made and personalized specifically for each customer, they are generally not eligible for standard returns or exchanges.
However, if there is an issue with your order, you may be eligible for a full refund or free replacement within 30 days of delivery under the policy below.
For assistance, please contact us at support@pawtale.co.
30-Day Refund / Replacement Policy
The following situations are covered by our 30-Day Full Refund / Free Replacement Policy.
If your request is approved, you will not need to return the item to us.
You may be eligible for a full refund or free replacement if:
- Your item arrives defective, damaged, broken, or does not function properly.
- The item you receive is significantly different from the product description or the customization details submitted with your order.
- The personalization contains an incorrect name, date, design detail, or size that does not match the information provided in your original order.
- Your package is confirmed lost in transit.
- Your package arrives with one or more items missing.
Items Not Eligible for Refund or Replacement
The following situations are not covered by our 30-Day Refund / Replacement Policy:
- The request is submitted more than 30 days after delivery.
- An incorrect size, product style, shipping address, photo, name, date, custom text, or other personalization information was provided by the customer.
- The item has been damaged due to misuse, improper handling, accidents, or poor maintenance after delivery.
- The item has been washed, worn, soiled, altered, or otherwise damaged after receipt.
- The customer changes their mind after ordering.
- The customer no longer likes the selected design, style, color, or personalization after the custom product has been produced.
- Minor differences in color, placement, or appearance occur as a normal result of the printing, embroidery, engraving, or production process.
Because personalized products are created specifically for you, we encourage you to carefully review all customization details before placing your order.
How to Request a Refund or Replacement
If something is wrong with your order, please follow these steps:
Step 1 — Contact Us
Email our Customer Support team at support@pawtale.co within 30 days of receiving your order.
Step 2 — Send Your Order Details
Please include:
- Your order number
- A brief description of the issue
- Clear photos showing the item you received
- A photo of the packaging and shipping label, when applicable
Providing complete information helps us review your request more quickly.
Step 3 — Review & Resolution
Our support team will review your request and contact you with the outcome.
If approved, we will arrange either:
- A full refund, or
- A free replacement
depending on the issue and the resolution offered.
You will not be required to return the defective or incorrect item unless otherwise specifically requested by our support team.
Refund Processing Time
If your refund is approved, it will be issued to the original payment method used for your purchase.
After we process the refund, the time required for the funds to appear may depend on your payment provider.
Credit Card: Up to 10 business days, depending on your bank or card issuer.
PayPal: Approximately 3–5 business days.
Please note that PawTale cannot control processing delays caused by banks, card issuers, or payment providers after a refund has been issued.
Order Changes and Cancellations
Because PawTale products are personalized, production may begin shortly after your order is placed.
If you need to change or cancel an order, contact us as soon as possible at support@pawtale.co.
We will do our best to help, but once your personalized item has entered production, changes or cancellations may no longer be possible.
Contact Us
If you have questions about a refund, replacement, or issue with your order, please contact:
PawTale
Email: support@pawtale.co
Website: pawtale.co