Refund policy

Return & Refund Policy

Last Updated: 2/22/2026

At Pet Mockup, every item is custom-made using your pet’s photo. Because each product is personalized specifically for you, please review our return policy carefully.

Custom-Made Items (Important)

All products are made to order.

Due to the personalized nature of our products:

  • We do not accept returns for incorrect sizing.

  • We do not accept returns for buyer’s remorse.

  • We do not offer refunds for subjective design preferences after production has begun.

Please review sizing charts and order details carefully before purchasing.

Damaged, Defective, or Incorrect Items

If your item arrives:

  • Damaged

  • Misprinted

  • Defective

  • Incorrect from what you ordered

You must contact us within 7 days of delivery.

Email: contact@petmockup.com

Please include:

  • Your order number

  • Clear photo of the product

  • Close-up photo of the issue

  • Photo of packaging (if damaged in transit)

If approved, we will provide either:

  • A replacement at no cost
    or

  • A full refund

We reserve the right to request return of the damaged item in certain cases.

Order Changes & Cancellations

Because orders move quickly into production:

  • Changes or cancellations cannot be guaranteed after checkout.

  • Once production begins, orders cannot be modified or canceled.

If you need to update your order, contact us immediately after purchase.

Lost or Stolen Packages

If tracking shows “Delivered” but you did not receive your package:

  • Please contact the shipping carrier directly to file a claim.

  • We will assist you with carrier information if needed.

We are not responsible for packages marked delivered by the carrier.

Refund Processing

If a refund is approved:

  • Refunds are issued to the original payment method.

  • Processing time may take 3–10 business days depending on your bank.

Chargebacks

If you experience an issue, please contact us before initiating a chargeback.

We are committed to resolving issues quickly and fairly.

Unauthorized chargebacks for custom-made products may be disputed with supporting production documentation.

Contact Us

For all refund or return inquiries:

Pet Mockup
Las Vegas, Nevada
Email: contact@petmockup.com
Phone: 256-800-9500