Returns & Custom Orders

The short version

Custom gifts can't be returned for a change of mind (they're made just for you), but if something arrives damaged, misprinted, or different from the proof you approved, the studio remakes it or refunds you in full. You can cancel free of charge any time before production starts.

Who these rules bind: your purchase is a contract with the partner studio that makes and sells your gift as seller of record (the merchant shown on your payment and receipt). Where these rules say "we", that means the studio acting as seller, with Heartpet, a promotion agency, coordinating on your behalf. Heartpet is not a party to the sale.

Cancellations

You can cancel for a full refund at any point before production begins, which in practice means before you approve your proof. Once you approve the proof and production starts, the order can no longer be cancelled because it is being made for you.

Returns on custom items

Because every item is personalized, we don't accept returns for reasons like "changed my mind", "ordered the wrong size", or "don't like the photo I chose". This is standard for made-to-order goods and it lets us keep prices where they are. If you are unsure about size or layout, ask us before ordering and we'll advise honestly.

Damaged, misprinted, or wrong items

If your order arrives damaged, misprinted, or doesn't match your approved proof, email support@petgiftstudio.com with your order number and a photo of the item within 14 days of delivery. The studio will:

• remake the item and ship it again at no cost, or
• refund you in full to your original payment method, your choice.

You don't need to ship anything back for damaged prints unless we ask; a clear photo is enough.

Refund timing

Approved refunds go back to your original payment method within 5-10 business days, depending on your bank. Payments were made on the studio's checkout; the merchant on your statement is the studio that fulfilled your order.

Photo issues found before printing

If our quality check finds your photo won't print well, we'll tell you within 24 hours and hold the order. You can send a different photo, switch products, or take a full refund. No fee, no fuss.

Proof approval matters

The digital proof you approve is the contract for how your item will look. If you approved the proof and the item matches it, that is not a defect, even if you later wish you'd cropped differently. When in doubt, ask for another revision; we'd rather send a fifth proof than disappoint you.

Contact

Returns, remakes and refunds are handled by the partner studio as seller of record; Heartpet is your first stop and routes everything: support@petgiftstudio.com, Monday to Friday, 9am-5pm ET.