Refund policy
RETURN AND REFUND POLICY
Last updated: September 4, 2026
Every Pawkeep product is personalized and made specifically for the customer. Because custom products cannot ordinarily be restocked or resold, we do not accept returns or exchanges for change of mind, incorrect size or color selection, dissatisfaction with a customer-approved proof, or errors in information supplied by the customer.
PROOF APPROVAL
Customers receive a digital proof before their order is submitted for production. One complimentary revision is included. Production begins only after the proof is approved.
Approval confirms acceptance of the design, image selection, cropping, placement, spelling, product, color, and size shown or selected. Minor differences between a screen display and the finished product can occur because of monitor settings, garment texture, materials, and the printing process.
DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
If an item arrives damaged, defective, misprinted, or materially different from the approved design, contact support@shoppawkeep.com within 30 days of delivery.
Please include:
- Your order number
- A description of the problem
- Clear photographs showing the entire product and the affected area
- Photographs of the packaging when shipping damage is involved
After reviewing the claim, Pawkeep will provide an appropriate remedy, which may include a replacement, reprint, or refund. There is generally no need to return a damaged or defective item unless we provide specific return instructions.
Do not mail a product to Pawkeep, Shopify, Printify, or a production partner without prior authorization.
CANCELLATIONS AND CHANGES
Contact us immediately if you need to change or cancel an order. We will make reasonable efforts to help before production begins, but cancellation or modification cannot be guaranteed after the proof is approved or the order enters production.
Products and designs generally cannot be changed after production begins.
ADDRESS AND CUSTOMER-ENTRY ERRORS
Customers are responsible for entering a complete and accurate delivery address and selecting the correct product options. Replacement or reshipment costs caused by an incorrect customer-provided address, size, color, photograph, or personalization instruction may be the customer’s responsibility.
LOST OR UNDELIVERED ORDERS
Report a package that has not arrived within 30 days of its estimated delivery date. Pawkeep will review the tracking information and available carrier or production-provider records before determining the appropriate resolution.
REFUNDS
Approved refunds are issued to the original payment method. After Pawkeep issues a refund, processing time depends on the bank, card issuer, or payment provider.
Original shipping charges are generally nonrefundable unless the entire order qualifies for a refund because of a Pawkeep or production error.
LEGAL RIGHTS
Nothing in this policy limits consumer rights that cannot legally be excluded or waived.
Questions or claims should be sent to support@shoppawkeep.com.