Unfortunately due to the nature of our products, we do not accept returns or exchanges

All products are made to order. Our general production time is 5 business days or less (weekends and holidays excluded). During holidays or big sales events, this may extend a few days.

If your product is damaged upon arrival, we will happily replace it for you. If your order is damaged during shipping you must contact us within 7 days of delivery to be eligible for a replacement. If item is damaged, please contact us with the following information; name on order, order number, date of delivery, pictures of damaged product, picture of box/bag it was shipped in. We must have these things in order to replace your damaged product. If pictures are not included, we will not replace item. A replacement item will be put into production the business day after confirmation of damaged item.

All products (except coir doormats) ship from California. Shipping time will vary based on its destination.
We work very hard to get your orders shipped quickly and on time; howevery, once shipped the item is out of our hands. Please understand we have no control over delays caused by the postal system.

If your package is lost in the mail, or says delivered but did not receive your item, first contact your local mail carrier (usps, UPS or Fedex depending on the item). If your order has been marked as delivered but was not received, please wait 48 hours as it may deliver after the fact.

If your product is marked delivered and does not show up after 48 hours please contact us. An investigation will be opened with the shipping company in order to determine what happened with your item and if it is eligible for reimbursement. An investigation may take up to 4 weeks. Unless a refund or reimbursement from the postal company has been sent to us in lieu of a missing shipment, we do not offer refunds or replacements on lost shipments.

Please be patient with us as it can take 3-4 weeks to get the reimbursement from the post office. Feel free to contact us after an investigation to check on its status. Once we receive the reimbursement from the postal company, we will ship our your new item. Each missing item is handled on a case by case basis to determine the best solution. We appreciate your patience during this time.

If an item is returned back to Personalized Pet due to an incorrect address or a non-claim/non-pickup, the buyer is responsible for return shipping fee AS WELL AS replacement shipping fee. When the item is shipped back to us, the shipping provider charges a fee to mail it back. Buyer is responsible for this fee as well as the fee to ship it to them the second time.

If the package is returned back due to our error, we will ship the product back to you at no cost.