Refund and Return Policy

Last updated: July 19, 2026

My Paw Legacy creates personalized, made-to-order pet gifts. Please review all names, engraving text, photos, colors, styles, and shipping information carefully before placing your order.

Personalized and Custom-Made Items

Personalized and custom-made products are final sale and are not eligible for return, exchange, or refund due to a change of mind, personal preference, or an incorrect option selected by the customer.

This includes items made with pet photos, names, telephone numbers, addresses, dates, engraving text, custom colors, styles, or other customer-provided details.

This final-sale rule does not limit any rights you may have under applicable consumer law when an item is damaged, defective, incorrect, or not as described.

Order Changes and Cancellations

Please contact us within 2 hours of placing your order if you need to request a change or cancellation. Requests are not guaranteed and can be approved only if production has not started.

Once a personalized order has entered production, it can no longer be changed or canceled.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, incorrectly made, or significantly different from what you ordered, contact us within 7 days of delivery.

Please provide:

• Your order number
• A clear photo of the item
• A clear photo of the outer and inner packaging
• A brief description of the problem

After reviewing the evidence, we may offer a remake, replacement, partial refund, or full refund, depending on the circumstances. We will cover approved replacement or return costs when the problem was caused by us or the item was defective.

Customer-Provided Information

Customers are responsible for checking all customization and delivery information before checkout. We cannot provide a free replacement or refund for errors caused by information supplied by the customer, including misspelled names, incorrect telephone numbers or addresses, unsuitable or low-quality photos, incorrect engraving text, or an incorrectly selected option.

Returns and Return Address

Do not send an item back without contacting us and receiving approval. We do not accept unauthorized returns.

If a return is required after we review your request, we will provide the approved return address and instructions for that specific case. Do not return an item to the address printed on the parcel or to our shipping warehouse unless we expressly instruct you to do so.

In many approved damage, defect, or production-error cases, we may resolve the issue with photographic evidence and a replacement or refund without requiring the item to be returned.

Incorrect Addresses, Refused, and Unclaimed Packages

Please provide a complete and accurate delivery address. We are not responsible for failed delivery, return-to-sender charges, or loss caused by an incorrect or incomplete address supplied by the customer, refusal of delivery, or failure to collect a package.

If an order is returned or requires reshipping for one of these reasons, the customer may be responsible for additional shipping costs. Personalized items returned as undeliverable are not automatically eligible for a refund.

Lost or Delayed Packages

International delivery can be affected by customs, local carriers, weather, and other circumstances outside our control. If tracking shows no movement for an unusually long time, or if your package appears lost, please contact us so we can investigate with the carrier.

A shipping delay alone does not automatically qualify for a refund while the parcel remains in transit. Confirmed lost shipments will be handled with an appropriate replacement or refund.

Refund Processing

Approved refunds are issued to the original payment method within 5 business days. Your bank, PayPal, card issuer, or payment provider may require an additional 5–10 business days to post the refund to your account.

Original shipping charges are non-refundable unless the item was damaged, defective, incorrect, or otherwise required to be refunded under applicable law.

Contact Us

To request help with a cancellation, damaged item, replacement, return, or refund, please contact us through our Contact Us page before sending anything back. Include your order number so we can assist you promptly.

Nothing in this policy excludes or limits consumer rights that cannot legally be excluded in the customer’s jurisdiction.