Returns and Policies
Returns and Exchanges
As each item is made to order, we do not accept returns refunds or exchanges. This includes items that are not personalized. We apologize for any inconvenience. Please review size chart and listing descriptions to select the appropriate size/style per product. If you aren’t sure of what size to order, please contact us.
If your order is damaged during shipping you must contact us within 7 days of delivery to be eligible for a replacement. If item is damaged, please contact us with the following information; name on order, order number, date of delivery, pictures of damaged product, picture of box/bag it was shipped in. We must have these things in order to replace your damaged product. If pictures are not included, we will not replace item. A replacement item will be put into production the business day after confirmation of damaged item.
We work very hard to get your orders shipped quickly and on time; howevery, once shipped the item is out of our hands. Please understand we have no control over delays caused by the postal system.
If your package is lost in the mail, or says delivered but did not receive your item, first contact your local mail carrier (usps, UPS or Fedex depending on the item). If your order has been marked as delivered but was not received, please wait 48 hours as it may deliver after the fact.
If your product is marked delivered and does not show up after 48 hours please contact us. An investigation will be opened with the shipping company in order to determine what happened with your item and if it is eligible for reimbursement. An investigation may take up to 4 weeks. Unless a refund or reimbursement from the postal company has been sent to us in lieu of a missing shipment, we do not offer refunds or replacements on lost shipments. Please be patient with us as it can take 3-4 weeks to get the reimbursement from the post office. Feel free to contact us after an investigation to check on its status. Once we receive the reimbursement from the postal company, we will ship our your new item. Each missing item is handled on a case by case basis to determine the best solution. We appreciate your patience during this time.
Items returned back to Personalized Pet
If an item is returned back to Personalized Pet due to an incorrect address or a non-claim/non-pickup, the buyer is responsible for return shipping fee AS WELL AS replacement shipping fee. When the item is shipped back to us, the shipping provider charges a fee to mail it back. Buyer is responsible for this fee as well as the fee to ship it to them the second time.
If the package is returned back due to our error, we will ship the product back to you at no cost.
Our warranty varies based on the product you order. In order to qualify for a warranty replacement, you must include full name, order number, reason for dissatisfaction and pictures of product defect. This must be submitted by the guidelines of each product below.
Collars: We offer a 90-day guarantee from manufacturing defects. Beyond 90-days is considered regular wear and tear. Warranty is not applicable for scratches on buckle after collar is received. Our collars are durable and made to last. However, be sure to check the collar for signs of wear and replace when necessary. Collars will wear with frequent use and cleaning. To enhance the lifetime of your pet’s collar, be sure to refer to the care instructions in the listing description.
We do not offer replacements or reimbursements if buyer/owner does not follow care instructions.
*note: some slight stretching may occur after washing so adjust as necessary afterwards.
Tags: We use the highest quality materials available and strive to provide you with both stylish and durable pet tags. Please note these tags are not indestructible and are NOT chew proof. We are not responsible and will not replace a tag that is damaged by you or your animal.
Placemats, bowls, treat jars: Once item is received we do not accept returns exchanges or offer replacements unless it is a manufacturing defect. Owner/User is responsible for products after delivery.
Apparel:Once item is received we do not accept returns exchanges or offer replacements unless it is a manufacturing defect. Owner/User is responsible for products after delivery.
Incorrect or misspelled product
Each product will be processed with spelling exactly as placed on the order. The buyer is responsible for any mistakes they make when placing the order. No replacement will be made if buyer makes a mistake. If Personalized Pet does makes a mistake, we will gladly replace it for you.
Each consumer is responsible for determining the suitability of all Personalized Pet Products for their individual situation and needs. The consumer or user accepts all responsibility by purchasing and/or using these products. Please always check all of your products before use.
Personalized Pet is not liable for wear and tear of items. Personalized is not responsible for any harm of injury that should occur while wearing/using any personalized pet product.
If you have any additional questions, feel free to send us a message!