Refund policy

DIY Paw Print & Two-Photo Keepsake Frame (non-custom)

For this non-custom DIY item, we handle issues involving damage, missing kit components, or an incorrect item. For any other return request, please contact us first to discuss.

Pet memorial frames and personalized round pet rugs

These products are made to order. Orders cannot be cancelled once placed. Please check your photos, wording, spelling, dates, size, finish and selected options carefully before ordering.

For round rugs, we check your submitted photo and wording. Suitable submissions go directly to production without a separate customer design-approval step. We contact you before production if clarification is needed. The modeling-preview cancellation window described below for portrait charms does not apply to memorial frames or round rugs.

Personalized items cannot be returned or exchanged for a change of mind. Damaged, defective, incorrect and delivery-related issues are reviewed separately as described below.

Portrait keychains and bag charms

We send a modeling preview within 2 days after ordering. You may request reasonable changes or a refund during the modeling review stage, before coloring begins. Please reply within 2 days after the preview is sent. If we do not receive a reply within that window, we will treat the design as requiring no changes and continue with production.

Once coloring has begun—after approval or after the two-day review window has ended—change-of-mind cancellations and refunds are unavailable.

Because each item is custom-made, we do not offer standard physical returns or exchanges after delivery; damaged, defective, incorrect and delivery-related issues are handled separately below.

Damaged, defective, incorrect or delayed orders

If your item arrives damaged, defective, or different from your confirmed order details or approved design where applicable, or if there is a delivery problem, contact zhangsewell@gmail.com with your order number, a description of the issue and clear photos. We will review the issue and provide an appropriate remedy, such as replacement or refund, where applicable. This policy does not limit rights that cannot be excluded under applicable law.