Every item is made to order — you'll see a digital proof of your pet's portrait and can request one revision before anything goes to production. Production begins only after you approve the proof.
Most orders ship within 2–7 business days of submission to production; this is an estimate, not a guarantee, and delivery time depends on the product, destination, and shipping method. Tracking is provided once your order ships, and items from the same order may arrive separately.
Because every item is personalized and made to order, we don't offer returns or exchanges for an incorrect size or color you selected, a change of mind, or a portrait you already approved.
If your item arrives damaged, defective, or incorrect, use the Pawkeep Contact page within 30 days of delivery and include your order number and photos of the issue. We'll review eligible manufacturing or fulfillment problems for a replacement or refund; you usually won't need to return the damaged item.
If an order can't be delivered because of an incorrect or incomplete address you provided, a free replacement isn't guaranteed and additional production or shipping charges may apply.