Refund policy

Return & Refund Policy

Last updated: Jan 3, 2026

At Vowtail, most of our products are custom-made, personalized, or created using your pet photo, pet name, dates, message, or other order details. Because each piece is made specifically for your order, custom and personalized products are final sale once artwork creation, personalization, production, or final approval has begun.

This policy does not limit any rights you may have under applicable consumer protection laws.

Custom, Personalized & Final Sale Items

The following items are custom or personalized and are final sale once production, personalization, artwork creation, or final approval has begun:

• Hand-painted pet portraits
• Custom pet prints
• Moment Sets
• Personalized keepsakes
• Custom name tags
• Custom stickers, puzzles, pillows, socks, cake toppers, magnets, albums, cards, and other photo-based products
• Memorial keepsakes made with your pet’s name, photo, dates, message, fur, paw print, or other personal details
• Any product customized with customer-submitted photos, names, dates, text, design choices, or personalization details

Because these items are made specifically for your order, they cannot be returned, refunded, exchanged, or canceled due to personal preference, change of mind, customer-submitted photo choice, incorrect personalization details submitted by the customer, or minor artistic differences.

Final Artwork Approval

For hand-painted portraits, artwork proofs, design proofs, or any order that includes a customer approval step, your approval means you have reviewed and accepted the artwork, design, spelling, personalization details, layout, and overall appearance.

Once you approve or finalize the artwork, proof, or personalization details, the order becomes final sale and can no longer be canceled, changed, returned, refunded, or exchanged, except where the item arrives damaged, defective, incorrect, or where a remedy is required by applicable law.

Please review all proofs carefully before approving them.

Order Cancellations

If you need to cancel your order, please contact us as soon as possible at contact@vowtail.com.

Orders may be eligible for cancellation only if we confirm that artwork creation, personalization, production, or fulfillment has not started.

Once artwork creation, personalization, production, fulfillment preparation, or final approval has begun, the order can no longer be canceled.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives. If your item arrives damaged, defective, or incorrect, contact us at contact@vowtail.com within 7 days of delivery so we can review the issue promptly.

Please include:

• Your order number
• A clear photo of the damaged, defective, or incorrect item
• A photo of the outer packaging and any damaged packaging if the item arrived damaged
• A brief description of the issue

Please keep the item and packaging until your claim has been reviewed.

If your claim is approved, we will provide an appropriate remedy based on the situation and applicable law. This may include a repair, remake, replacement, store credit, partial refund, or refund.

We do not accept unauthorized returns. Please contact us before sending anything back.

Photo, Artwork & Handmade Expectations

Our hand-painted portraits are artistic interpretations based on the photo you provide. Small differences in brushwork, color, texture, lighting, composition, background, proportions, and artistic style are part of the handmade process and are not considered defects.

Colors may also appear slightly different in person due to screen settings, lighting, printing, painting materials, framing, or natural product variation.

Please make sure your pet photo is clear and represents the expression, angle, markings, and moment you want preserved. We are not responsible for dissatisfaction caused by unclear photos, incorrect photo selection, low-resolution uploads, or customer-submitted details that were approved or provided by the customer.

Customer-Submitted Information

Customers are responsible for reviewing all order details before submitting the order and before approving any artwork or proof.

This includes, but is not limited to:

• Pet name spelling
• Dates
• Phone numbers
• Custom messages
• Product size
• Product type
• Photo selection
• Shipping address
• Billing information
• Any other personalization details

We are not responsible for errors submitted or approved by the customer.

Shipping Issues

Please make sure your shipping address is complete and accurate before placing your order. We are not responsible for packages lost, delayed, returned, or delivered incorrectly due to an incorrect or incomplete shipping address provided by the customer.

If a package is returned to us because of an incorrect address, failed delivery attempt, or refusal of delivery, additional shipping fees may apply to resend the order.

We are not responsible for delays caused by shipping carriers, customs processing, weather, holidays, incorrect addresses, or events outside our reasonable control after the order has been shipped.

If we are unable to ship an order within the stated or expected shipping timeframe, we will handle the situation in accordance with applicable law, which may include notifying you of the delay and, where required, giving you the option to accept the delay or cancel the unshipped order.

Non-Refundable Situations

Unless required by applicable law, we generally cannot offer refunds, returns, exchanges, or cancellations for:

• Change of mind
• Personal preference
• Customer-submitted photo choice
• Low-quality, unclear, or incorrect photos submitted by the customer
• Incorrect personalization details submitted or approved by the customer
• Spelling, date, phone number, or message errors submitted or approved by the customer
• Incorrect product size, product type, or option selected by the customer
• Incorrect or incomplete shipping address entered by the customer
• Minor artistic differences in a hand-painted piece
• Natural handmade variations
• Screen-to-product color differences
• Shipping carrier delays after the order has shipped
• Customs delays, duties, taxes, or import fees
• Orders that have already entered artwork creation, personalization, production, fulfillment preparation, or final approval
• Orders with final artwork, proof, or personalization details approved by the customer

Refunds

If a refund is approved, it will be processed to the original payment method used at checkout.

Please allow time for your bank, credit card company, or payment provider to process and post the refund. Processing times may vary depending on your payment provider.

If you have questions about a return, refund, damaged item, or incorrect order, please contact us at:

contact@vowtail.com