Refund policy

Returns & Exchanges Policy

Last Updated: November 2025

At Paws and Claws BFFs, we want you to love your purchase! However, please note that all our products are custom-made to order using print-on-demand technology. This means each item is uniquely created just for you once your order is placed.

Important: Print-on-Demand Policy

Because all products are made to order specifically for you, we do not accept returns or exchanges for:

  • Wrong size ordered
  • Wrong color ordered
  • Change of mind
  • Customer preference issues
  • Items that don't match personal expectations

All sales are final once production begins.

What We DO Accept Returns For

We stand behind the quality of our products! We accept returns or offer replacements only for the following issues within 30 days of delivery:

Eligible for Return/Replacement:

Manufacturing Defects:

  • Printing errors or misprints
  • Incorrect design placement
  • Poor print quality (fading, smudging, incorrect colors)
  • Defective products or materials

Shipping Damage:

  • Products damaged during transit
  • Products lost in transit (after carrier investigation)

Wrong Item Received:

  • You received a completely different product than ordered
  • Wrong size shipped (our error, not customer selection error)
  • Wrong color shipped (our error, not customer selection error)

What We CANNOT Accept:

  • Products that were ordered in the wrong size or color by the customer
  • Products the customer no longer wants
  • Items used, worn, washed, or altered in any way
  • Products with damage caused by misuse or improper care
  • Products returned without prior authorization
  • Products returned after 30 days from delivery date
  • Design issues that were approved or ignored during quality control notification

How to Report an Issue

If you receive a defective, damaged, or incorrect product, please follow these steps:

Step 1: Contact Us Within 30 Days

Email us at returns@pawsandclawsbffs.com within 30 days of delivery with:

  • Your order number
  • Clear description of the issue
  • Clear photos showing the problem, including:
    • The full product showing the defect
    • Close-up of the issue
    • The shipping label (if damaged in transit)
    • The packaging (if damaged in transit)

Step 2: We'll Review Your Case

Our team will review your submission within 1-2 business days and determine if the issue qualifies for a replacement or refund.

Step 3: Resolution

If approved, we will offer you:

  • Free reprint/replacement of the defective item, OR
  • Full refund to your original payment method

Important: You do NOT need to return defective or damaged products to us. Simply provide clear photos as evidence.

Refund Process

If Your Claim is Approved:

  • Refunds are processed within 3-5 business days of approval
  • Refunds are issued to your original payment method
  • Please allow 5-10 business days for the refund to appear in your account, depending on your bank or card issuer
  • Original shipping fees are not refunded unless the error was ours

Replacement Process

If Your Claim is Approved for Replacement:

  • A replacement order will be sent to production immediately
  • You'll receive a new tracking number once the replacement ships
  • Production time: 2-7 business days
  • Shipping time: Varies by location (see our Shipping Policy)

Lost or Missing Packages

If your tracking shows delivered but you haven't received your package:

  1. Check with neighbors or building management
  2. Verify the delivery address on your order
  3. Contact the shipping carrier directly
  4. If still not found, contact us at Hello@pawsandclawsbffs.com within 7 days of the delivery date

We will investigate with the carrier and, if the package is confirmed lost, we'll send a replacement or issue a refund.

Note: If tracking shows delivered, we reserve the right to investigate before issuing a replacement or refund.

Exchanges

Due to the custom nature of our products, we do not offer direct exchanges.

For a different size, color, or design:

  • Place a new order for the item you want
  • This ensures faster processing and guarantees availability

For defective items:

  • We'll send a free replacement of the same product after reviewing your claim

Order Cancellations

Before Production Starts (within 24 hours of ordering):

  • Contact us immediately at Hello@pawsandclawsbffs.com
  • If we haven't sent your order to production yet, we can cancel and issue a full refund
  • Cancellations are not guaranteed as production often begins within hours

After Production Starts:

  • Orders cannot be canceled once sent to production
  • Orders cannot be modified (address changes, size changes, design changes)

International Returns

For international orders, the same policy applies. However, please note:

  • Return shipping costs (if required) are significantly higher for international returns
  • Customs fees are non-refundable
  • If a return is necessary, we'll work with you to find the most cost-effective solution

Quality Control Notifications

Occasionally, we may identify design issues with your order before production (such as low-resolution images). If this happens:

  • We'll email you within 24-48 hours explaining the issue
  • You'll have 7 days to respond and either fix the design or approve production anyway
  • If you approve production with the known issue, the order will NOT be eligible for refund or replacement
  • If we don't hear from you within 7 days, production will proceed and the order will NOT be eligible for refund or replacement

Address Errors

Customer Responsibility: Please ensure your shipping address is correct at checkout. We are not responsible for:

  • Orders shipped to incorrect addresses provided by the customer
  • Packages lost due to incomplete or wrong addresses
  • Re-shipping fees for customer address errors

If an order is returned to sender due to an incorrect address you provided, you may request a reship at your expense, or we may issue a partial refund (minus shipping and production costs).

Contact Information

For Returns & Refund Questions:
Email: returns@pawsandclawsbffs.com

For General Order Questions:
Email: Hello@pawsandclawsbffs.com

Our Commitment

We take pride in delivering high-quality custom products. While we cannot accept returns for change-of-mind purchases due to the custom nature of our business, we absolutely stand behind our manufacturing quality. If something goes wrong on our end or during shipping, we'll make it right with a free replacement or full refund.

Please review this policy carefully before placing your order. By making a purchase, you acknowledge and accept this Returns & Exchanges Policy.