Our promise, in plain terms

Refund & Return Policy

Every Petmire portrait is made to order, just for you — and you preview and approve it before you pay. Here's exactly when we'll remake or refund your order, and how to reach us if something isn't right.

✅ What we'll remake or refund

We'll send a free replacement or a refund — your choice.

Arrived damaged or defective
Your item was damaged in transit or has a production defect — a torn print, cracked mug, faulty stitching, and the like.
Misprinted or defective print
A genuine production error on our end — a misprint, blurry or low-quality printing, or colors badly off from the portrait you approved.
Wrong or missing item
You received the wrong product, size, or variant, or part of your order never arrived.
Lost in transit
Tracking shows your package didn't arrive. We'll investigate with the carrier and make it right.

🚫 What we can't take back

Please double-check before you order; you preview everything for free first.

Change of mind
Because every item is personalized and made to order, it can't be restocked or resold — so we can't accept change-of-mind returns. You approve the design before paying, so you always see it first.
Second thoughts on the style
You preview and approve the exact artwork before checkout, and that approved design is what we print. We can't refund a look you signed off on.
Likeness from a low-quality photo
Your portrait reflects the photo you upload — blurry, dark, or far-away photos affect the result (see our Photo Guide). You'll always preview before you pay.
How you positioned the artwork
On most products you place and size the artwork yourself and preview it before ordering, so its position on the finished item is your choice — we print it exactly as you approved.
Checkout mistakes
A typo, the wrong size/variant, or an incorrect shipping address entered at checkout. Contact us right away — if it hasn't gone to production yet, we'll try to fix it.
Digital downloads
Digital files are delivered instantly and previewed first, so all digital sales are final. If a file won't open or has a technical issue, we'll gladly sort it out.

How to request a replacement or refund

Email us at support@petmire.com within 30 days of delivery and include:

Your order number
A short description of the problem
Clear photos of the issue (for damage or a misprint)

We'll reply within 2 business days. If it qualifies, we'll send a free replacement or issue a refund — whichever you prefer. In most cases you won't need to ship anything back.

How refunds are issued

Approved refunds go back to your original payment method through our payment processor, Stripe, typically within 5–10 business days of approval. We refund the amount you paid for the affected item; original shipping is refunded when the whole order is at fault (for example, it never arrived or arrived damaged).

Changing or canceling an order

Because production starts quickly, contact us as soon as possible if you need to change or cancel. Once an item has entered production we usually can't change or cancel it — but reach out and we'll do everything we can to help.

Wrong address or failed delivery

Please double-check your shipping address at checkout — we can't be responsible for an incorrect address entered at order time. If a package comes back to us as undeliverable, we'll reship it (reshipping costs may apply). If tracking shows a problem, contact us and we'll help sort it out.

Questions?

Email support@petmire.com and a real person will help. This policy doesn't affect any statutory rights you may have under applicable consumer-protection law.

Last updated: August 6, 2026

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