Refund policy

Refunds & Our Policies

At Pawfolio Art, every custom product is made from the pet photo, artwork choices, size, color, frame, name, or other details you provide. Because each order is personalized and created especially for you, custom products are final sale and cannot be returned for a change of mind.

That said, we care deeply about the final piece you receive. If you are unhappy with your final product, please contact us and we will review your concern carefully. We always want customers to feel supported, and we will do our best to help where a reasonable solution is available.

Damaged, Incorrect, or Defective Items

If your item arrives damaged, if you receive the wrong product, or if there is a clear production issue such as an incorrect size, print, color, or item, please email us within 48 hours of delivery at support@pawfolioart.com.

Please include your order number, a short description of the issue, and clear photos of the item, packaging, and shipping label when relevant. If the issue is confirmed, we will help arrange a replacement or another appropriate solution.

Order Cancellations and Changes

If you placed an order recently and need to cancel or change it, please email us as soon as possible. Cancellations and order changes must be requested within 30 minutes of purchase.

After 30 minutes, cancellation or changes are not guaranteed because our artists and production partners may already have started preparing your custom order. Once artwork or production has begun, we may not be able to cancel, refund, change the product, change the photo, or change the shipping address.

Artwork Proofs and Revisions

For products that include artwork proofing, we send your custom proof by email within 48 hours after your order is placed. Please review your proof carefully before approving it.

You have 3 days to approve the proof or request edits. If we do not hear back within 3 days, we will treat the proof as approved and move your order into production.

You may request reasonable edits during the proofing stage before production begins. Once a proof is approved, automatically approved, or once production has started according to the order process, changes may no longer be possible.

Photo Quality

Our artwork is created from the photo you upload. Clear, high-resolution, front-facing photos usually produce the best result. Blurry, dark, cropped, low-resolution, or heavily filtered photos may limit the detail and quality of the final artwork.

Please note that product examples shown on our website are usually created from clear, high-quality, high-resolution photos. If the submitted photo is blurry, low quality, dark, cropped, or does not show the pet clearly, the final artwork may not achieve the same level of detail as the examples shown on our site.

If your photo does not follow our photo guidelines, we may contact you for a better image before production. However, it is your responsibility to provide a suitable photo for your custom order.

We cannot guarantee edits that are not realistically supported by the original photo, such as opening or closing a mouth, changing a pet's expression, adding a smile, rebuilding missing body parts, or creating details that are not visible. We can often help with reasonable artwork adjustments, such as removing red eye, small color corrections, or other edits during the proofing stage.

Final Sale Items

Because our custom products are personalized, we do not accept returns or refunds for reasons such as changing your mind, choosing the wrong size or style, ordering the wrong product, providing an incorrect address, uploading a low-quality photo, or not wanting the product after proof approval, automatic proof approval, or production.

Digital products, downloadable files, gift cards, sale items, clearance items, free gifts, promotional items, and any item already delivered digitally are also final sale unless required otherwise by law or confirmed defective by us.

Promo Codes and Discounts

Only one promo code or discount may be used per order unless we state otherwise. Promo codes and discounts cannot be combined, transferred, exchanged for cash, or applied to previous purchases.

Promo codes may have product, order value, customer, region, date, or other eligibility requirements, and they may be changed, paused, or ended at any time. Shipping thresholds and shipping charges are calculated based on the cart total after discounts have been applied, unless stated otherwise at checkout.

Please enter any promo code you want to use before completing checkout. We are unable to honor retroactive discounts after an order has been placed.

Lost or Delayed Packages

Shipping timelines are estimates. Carrier delays can happen during holidays, weather events, customs processing, or periods of high shipping volume. If your package appears lost or has not updated for an unusual amount of time, please contact us and we will help review the tracking information.

How to Contact Us

For refund, replacement, damage, discount, or order issue requests, email support@pawfolioart.com. Please include your order number and clear photos if your item arrived damaged or incorrect.