Refund policy
Quick overview
- Non-custom items: return within 30 days of delivery
- Custom / personalized items: final sale — but free cancellation any time before your preview is approved
- Damaged, defective, or incorrect: contact us within 7 days of delivery
- Return shipping for change-of-mind returns: paid by the customer
- Restocking fee: none
Which category is my item?
Custom or personalized items are made to order for you after you place your order. This includes any product carrying a pet's name, a date, a custom message, or an uploaded photo, and any item where you choose an engraving or artwork option.
Non-custom items are ready-made products sold as-is, with no personalization. If a product page shows no personalization fields, it is a non-custom item.
If you are unsure which category an item falls into, email us before ordering and we will confirm.
Non-custom items — 30-day returns
You may request a return within 30 days of delivery. Items must be unused, in original condition and original packaging, and your order number or proof of purchase is required. Please contact us first — returns sent back without prior approval cannot be processed. For change-of-mind returns, return shipping is paid by you and the original shipping charge is not refunded. There is no restocking fee. Discounted non-custom items follow the same 30-day window.
Custom and personalized items — final sale
Because these items are produced individually for you and cannot be resold, they are final sale and are not eligible for return, exchange, or refund for change of mind. They remain fully eligible for a free replacement or refund if they arrive damaged, defective, or incorrect due to an error on our side.
Preview, approval, and cancellation
For personalized items we email an artwork preview to your checkout email, normally within 1–2 business days. Nothing is printed until the preview stage is complete.
Up to two rounds of free revisions are included. Revisions cover factual corrections — spelling, dates, layout, placement, size. We cannot act on subjective requests such as making a photo look happier, or on a replacement photo submitted after the order, as the artwork is built from the photo you supplied.
Cancellation: you may cancel for a full refund at any time before your preview is approved — including while it is still being prepared. Email us with your order number and we will refund you in full.
Please reply within 48 hours. Your order is made to order and we hold your place in the production queue while we wait. If we do not hear from you within 48 hours of sending your preview, we will proceed with production exactly as shown in that preview so your order arrives on time. We will send you a reminder before that happens. Once production begins, the order can no longer be cancelled or changed.
Once a preview is approved — or produced as shown after 48 hours — we are not responsible for errors, misspellings, or design changes requested afterwards.
Information you provide
You are responsible for the accuracy of names, dates, messages, photos, options, sizes, and shipping address. We print exactly what appears on the preview. We are not responsible for a misspelled name, a wrong date, or a low-resolution photo that you submitted. If you spot a mistake, email us immediately — before approval we will fix it free of charge.
Damaged, defective, or incorrect items (both categories)
Inspect your order on arrival and contact us within 7 days of delivery with your order number, clear photos of the item and its packaging, and a short description. We will arrange a replacement or a refund at no cost to you. You usually will not need to ship the item back.
Non-returnable
Custom or personalized items (except when damaged, defective, or incorrect through our error), gift cards, items returned without prior approval, items used or damaged after delivery, and items returned more than 30 days after delivery.
Refund timing
Once approved, refunds are issued to the original payment method within 10 business days. Your bank or card issuer may need additional time to post it. If 15 business days have passed since we confirmed your refund and you have not received it, please contact us.
Exchanges
For eligible non-custom items, request a return and place a new order once approved. Custom items cannot be exchanged unless damaged, defective, or incorrect through our error.
Contact
Email: hello@everfondly.com — we reply within 24 hours, Monday to Friday.