Return and Refund

Waggy Waggy offers Ready-Made products and Pawsonalized (custom-made) products, with different return and cancellation policies for each.

For assistance, email friends@waggywaggypets.com with your order number. Unless stated otherwise, all timeframes below refer to calendar days.

Ready-Made Products

14-Day Returns & Exchanges

You may request a return or exchange for personal reasons, including a change of mind, personal preference, or ordering the wrong item.

Please contact us within 14 days of delivery. Items must be unused, undamaged, free of signs of wear, and returned with their original packaging and included accessories. Proof of purchase is required.

How to Return an Item

Once approved, we will email you the return address, a shipping label, and instructions. Please ship the item within 14 days of approval and retain your proof of postage. Do not send items back without prior approval.

Return Fees & Refund Amounts

Eligible returns will be refunded at the price paid for the returned product, less the return shipping fee payable by the customer.

Original shipping charges are non-refundable for change-of-mind returns. If your order qualified for free shipping, we will not deduct the original outbound shipping cost. We do not charge a restocking fee.

Return shipping fees vary by country, region, and shipping method. We will confirm the fee with you before providing a label and deducting it from your refund.

Exchanges

For exchanges due to personal preference or ordering errors, you are responsible for both return shipping and shipping the replacement item. Any price difference will be confirmed in advance.

Exchanges are subject to availability and will be arranged after we receive and inspect the original item. If a replacement is unavailable, we will discuss an alternative or refund.

Incorrect, defective, or transit-damaged items are handled under the section below.

Pawsonalized Products

Custom Product Returns

Each Pawsonalized item is designed and made specifically for you. We do not accept change-of-mind returns or exchanges on custom products. Incorrect, damaged, or materially different items remain eligible for assistance as described below.

Order Cancellations

All custom orders require design work, whether or not you purchase a Design Proof or Photo Placement Preview. We typically begin designing within 1–2 days of placing your order. Cancellation refunds depend on the actual progress when we receive your cancellation request.

Refunds by Order Stage

Order stage at cancellation	Refund of product price
Design and production have not started	100%
Design has started or an initial draft is complete, but the design has not been approved and production has not started	75%
The design has been approved, or production has started, but the order has not shipped	30%
The order has been handed to the carrier	Cancellation is no longer available

Orders without a purchased proof or preview follow the same progress-based policy. Creating a shipping label alone does not mean an order has shipped.

Design Proof & Preview Fees

For cancellations due to personal reasons, additional Design Proof or Photo Placement Preview fees are non-refundable. Refund percentages apply only to the amount paid for the product, excluding any separately charged proof or preview fee. These fees are not deducted twice.

For example, if you paid $100 for a product plus a $10 proof fee, cancelling after viewing the initial proof—but before approval or production—would result in a $75 refund ($100 × 75%). The $10 proof fee would not be refunded.

If we are unable to provide the purchased proof or preview service, or a refund is required by applicable law, the fee will be handled accordingly. Shipping charges that have not been incurred will also be refunded when a cancellation is approved.

Design Approval

Response Period

For orders requiring proof approval, please respond within 7 days of the proof or revised proof being sent to your order email, or contact us within that period to request more time.

No-Response Policy

If we receive no response or extension request, the current design will be considered approved and production will proceed. If multiple options were provided, we will select the one that best matches your original requirements. Cancellations after this point, but before shipment, qualify for a 30% refund of the product price.

For proof delivery, two rounds of complimentary revisions, and production timelines, please see our Design Proofs & Revisions page. Approval does not affect your right to report damage or a material difference from the confirmed design.

Incorrect, Damaged or Materially Different Items

Reporting an Issue

Please contact us within 14 days of delivery with your order number, a description of the issue, and clear photos of the item. For transit damage, please also provide photos of the packaging and shipping label, and retain the item and packaging for assessment.

How We Resolve Issues

Once the issue is verified, we will arrange a replacement, reproduction, or refund, depending on the circumstances and applicable consumer rights. We cover necessary return and replacement shipping costs and do not charge a restocking fee.

Returning an Affected Item

Incorrectly shipped items will generally need to be returned using the label we provide before a replacement is sent. For other issues, we will confirm whether a return is necessary.

Refunds & Other Remedies

If a replacement or reproduction is unavailable, the issue cannot be resolved within a reasonable time, or the replacement has the same problem, we will arrange an appropriate refund or other applicable remedy. Where the law gives you the right to choose a remedy, that right applies.

If you prefer to keep an affected item, we may agree on a partial refund with you. Approved refunds for product issues will not be reduced by material or labor costs.

Handmade Variations

Minor variations in color, shape, or texture are natural characteristics of handmade products and are generally not defects. This does not include material differences from the confirmed design or problems affecting normal use.

Delivery-Related Refunds

Delays & Lost Packages

Refunds are generally not provided for shipping delays alone. If the carrier confirms that a package is lost, we will discuss a full refund or free replacement with you.

Packages Marked as Delivered

Claims involving packages marked as delivered require review of delivery records and investigation findings. A report of non-receipt does not automatically qualify for a refund or replacement.

If the evidence confirms correct delivery to the order address, subsequent loss or theft is generally not eligible for a refund or free replacement, except where required by applicable law.

Address Errors & Unclaimed Packages

A package returned because of an incorrect address, refusal, or failure to collect does not automatically qualify as an approved return. Reshipping costs resulting from customer-related address or collection issues are the customer’s responsibility.

Please see our Shipping Policy for details.

Refund Processing

When We Initiate Your Refund

Returned Items

Within 7 days of receiving your return, we will inspect it, notify you of the outcome, and initiate any approved refund.

Refunds Without a Return

For approved cancellations and other refunds that do not require a return, we will initiate the refund within 7 days of confirming the resolution.

When Your Refund Arrives

Refunds are sent to the original payment method. Shopify Payments refunds may take up to 10 business days to appear, depending on your bank. Other payment methods follow the relevant provider’s processing times.

If more than 15 business days have passed since your refund was initiated, please contact us for assistance.

Supporting Information & Consumer Rights

We may request reasonable supporting information or cooperation with a return or carrier investigation. Claims supported by reasonable evidence of fraud or duplicate compensation requests may be declined. Legitimate after-sales requests are not affected.

This policy does not limit your rights under applicable consumer protection laws.

Contact us: friends@waggywaggypets.com