Shipping & returns

Made to order

Every print, frame, mug, ornament, tote and garment is made just for you after you pay, with your pet’s certificate or name on it. Our print partner makes it in the United States and ships it straight to you. Making usually takes 2 to 5 business days before it ships.

Shipping

• We ship to addresses in the United States.
• Standard shipping is free on every item and arrives in 5 to 12 business days, making included.
• Express shipping costs $15 per order ($20 when the order has a framed print) and arrives in 3 to 7 business days, making included. If Express isn’t offered to your address, we ship standard and refund the Express charge.
• Items in one order ship together. You get a receipt by email when you pay.

The digital pack

The Deluxe digital pack is emailed to you the moment your payment goes through, with a link that keeps working. Because it is delivered instantly, it can’t be returned. If the link doesn’t work, reply to your order receipt and we’ll fix it.

All sales are final

Every item is personalised and made just for you, so we can’t take returns, exchanges or refunds for a change of mind, a wrong size or colour picked at checkout, or a typo in the details you entered. Please check your order carefully before you pay. What we do promise is to put right anything that’s our fault, with a free replacement:

• Damaged, misprinted or faulty? Within 30 days of delivery, reply to your order receipt with your order number and a clear photo. We’ll make and send a new one free. No need to send anything back.
• Lost in the mail? If tracking shows no delivery 10 business days after the expected date, reply to your order receipt and we’ll make and send a new one free.
• Wrong address? Check your address carefully at checkout. If a parcel comes back to us because of an address error, we’ll resend it once you cover the new postage.

The one refund we always make: if you paid for Express and it isn’t offered to your address, we ship standard and refund the Express charge.

Cancelling an order

Making starts as soon as we send your order to print, usually within hours of payment. If you need to cancel, reply to your order receipt straight away with your order number. An order that hasn’t been sent to print yet can be cancelled and refunded; once it has, it can’t.

The free certificate

Your PDF certificate is free and stays yours whether or not you order anything. Nothing here changes that. See our privacy notice for how we handle your information.