Refund policy

Refund and Return Policy

At My Paw Legacy, many of our products are personalized and made specially for each customer. Please review your order details carefully before checkout, including names, phone numbers, addresses, custom text, color choices, and uploaded photos.

Custom and Personalized Products

Because personalized items are made to order, we generally do not accept returns or exchanges for custom products unless the item arrives damaged, defective, or significantly different from what you ordered.

This includes products customized with:
- Pet names
- Phone numbers
- Addresses
- Engraving text
- Uploaded pet photos
- Custom colors, styles, or other personal details

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible after placing the order.

We will do our best to help if production has not started. Once a personalized item has entered production, we may not be able to change or cancel the order.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery.

Please include:
- Your order number
- A clear photo of the item
- A clear photo of the packaging
- A short description of the issue

After reviewing your request, we may offer a replacement, partial refund, or full refund depending on the situation.

Incorrect Customer Information

Please make sure all custom details and shipping information are correct before placing your order.

We are not responsible for mistakes caused by incorrect information provided by the customer, including misspelled names, wrong phone numbers, incorrect addresses, low-quality uploaded photos, or wrong customization details.

Non-Custom Products

If an item is not personalized, we may accept returns within 14 days of delivery. The item must be unused, undamaged, and in its original condition.

Customers are responsible for return shipping costs unless the return is due to our mistake or a defective product.

Refunds

If your refund is approved, it will be issued to your original payment method. Please allow several business days for your bank, PayPal, or payment provider to process the refund.

Lost or Delayed Packages

Once an order has shipped, delivery times may vary depending on the carrier, customs, and destination country. If your package appears lost or significantly delayed, please contact us and we will help review the tracking information.

Contact Us

If you have any questions about your order, refund, or return request, please contact us through our Contact Us page.