Terms of service

Last updated: 10.17.2025

Table of Contents

1. Introduction
2. Acceptance of Terms
3. Changes to the Terms
4. Eligibility
5. Use of the Site and Services
6. Orders and Payment
7. Product Description and Custom Orders
8. Returns and Refunds
9. User Content and Submissions
10. Intellectual Property Rights
11. Privacy Policy
12. Cookies and Tracking Technologies
13. Third-Party Links
14. Optional Tools
15. Errors, Inaccuracies, and Omissions
16. Prohibited Uses
17. Disclaimer of Warranties
18. Limitation of Liability
19. Indemnification
20. Severability
21. Termination
22. Entire Agreement
23. Governing Law and Jurisdiction
24. Dispute Resolution
25. SMS Marketing Consent
26. Contact Information

1. Introduction

Welcome to Petslify! This website is operated by Petslify, a company registered under DIAMONDS PAINTING INC. Throughout the site, the terms “we”, “us”, and “our” refer to Petslify. We offer this website, including all information, tools, and services available from this site to you, conditioned upon your acceptance of all terms, conditions, policies, and notices stated here.

2. Acceptance of Terms

By accessing or using our website at https://petslify.com/ (the “Site”) and purchasing products from us, you engage in our “Service” and agree to be bound by these Terms of Service (“Terms”), including any additional terms and conditions and policies referenced herein or available by hyperlink, including our Privacy Policy. If you do not agree to all the terms and conditions of this agreement, then you may not access the website or use any services.

3. Changes to the Terms

We reserve the right to update, change, or replace any part of these Terms by posting updates and changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of or access to the Site following the posting of any changes constitutes acceptance of those changes.

4. Eligibility

By agreeing to these Terms, you represent that you are at least the age of majority in your state, province, or country of residence, or at least 14 years old if the age of majority is younger, and that you have given us your consent to allow any of your minor dependents to use this site. You may not use our products for any illegal or unauthorized purpose.

5. Use of the Site and Services

We grant you a limited, non-exclusive, non-transferable, and revocable license to use our Site and Services for personal, non-commercial use. You agree not to reproduce, duplicate, copy, sell, resell, or exploit any portion of the Service without express written permission by us. Unauthorized use of the Site may give rise to a claim for damages and/or be a criminal offense.

6. Orders and Payment

6.1 Order Acceptance

We reserve the right to refuse any order you place with us. We may, in our sole discretion, limit or cancel quantities purchased per person, per household, or per order.

6.2 Cancellation Overview

Order cancellations are available only within the first 12 hours after order placement time, as described in Section 8.2. If you request cancellation after 12 hours but before shipment, the rules in Section 8.2.1 apply (refund minus the $59 Design Fee). Once an order has shipped, it cannot be canceled (Section 8.2.2).

6.3 Payment Terms

All prices are listed in U.S. dollars unless otherwise specified. You agree to provide current, complete, and accurate purchase and account information for all purchases made at our store. We accept various payment methods, and by placing an order, you authorize us to charge the designated payment method.

6.4 Shipping, Delivery, and Address Accuracy

Shipping and delivery timelines are estimates and are not guarantees. Delays may occur due to carrier issues, customs processing, weather, peak seasons, or events outside our control.

You are responsible for providing a complete and correct shipping address at checkout. If a package is returned to us due to an incomplete or incorrect address, refusal of delivery, or failure to claim the package, we can reship it at your expense or process a refund only after the item is returned to our returns center (see Section 8).

7. Product Description and Custom Orders

7.1 Product Origin

All our products, including our custom plush items, are produced in our facilities in China.

7.2 Custom Orders and Reference Materials

By submitting photographs or images to us for custom products, you represent and warrant that you own the rights to the content or have obtained permission from the rights holder. You grant us a non-exclusive, royalty-free, worldwide, perpetual license to use, reproduce, modify, adapt, publish, and display the content for the purpose of fulfilling your order.

7.3 Handmade Nature and Color/Texture Variation

We strive to display as accurately as possible the colors and images of our products. However, we cannot guarantee that your device’s display of any color will be accurate. Colors viewed on a phone, tablet, or computer screen may appear different from the colors of the finished plush due to device settings, calibration, and lighting. Minor color and texture variations are normal and are not considered defects.

Because each plush is handmade and customized based on the photos you provide, the final product is a crafted interpretation of your pet. Minor differences in stitching, texture, shading, and small details are normal. This does not limit your return rights under Section 8.

7.4 Plush Backpacks Shipping

We reserve the right to fulfill orders for Plush Backpacks from any location we choose, including a U.S.-based warehouse or our China-based warehouse. Shipping times may vary depending on the warehouse from which the product is shipped.

7.5 Warehousing, Handling, and Shipping

Petslify operates logistics and fulfillment warehouses located in Los Angeles, California, and Florida, USA.
These warehouses are used for handling, quality control inspections, packaging, and shipment processing of customer orders and non-custom items.
All manufacturing and product assembly activities occur overseas. No manufacturing or production processes are performed at our U.S. warehouse locations.

8. Returns and Refunds

This Section 8 is intended to provide clear disclosures and align with applicable U.S. consumer protection requirements. Where applicable, we follow the Federal Trade Commission’s Mail, Internet, or Telephone Order Merchandise Rule (16 C.F.R. Part 435) regarding shipment timing notices and cancellation/refund handling for orders that have not shipped. Nothing in these Terms limits any rights that cannot be waived under applicable law.

8.0 Definitions

• “Order placement time” means the timestamp shown in your order confirmation and/or your Shopify order record.
• “Shipped” means the order has been handed to the carrier and/or has received a carrier acceptance scan. Creating a label may not mean the order has shipped.
• “Before shipment” means before the order is shipped as defined above.
• “Sneak Peek (Plush Preview Service)” means an optional service intended to provide preview photos for feedback before shipment.
• “Preview Photos” means any design/preview images we send during the creation process to request feedback, whether provided through Sneak Peek (paid) or as a courtesy (free).
• “Revision” means a reasonable set of requested changes based on feedback to Preview Photos. A revision does not include a complete redesign, changing to a different pet, or changes that are not supported by the photos/instructions provided.

8.1 Returns After Delivery (30 Days)

If you are not satisfied after delivery, you can request a return within 30 days of receipt. To qualify for a refund, the plush must be returned in original condition, free from damage, stains, odors, pet hair, alterations, or other signs of use, and include all original packaging, accessories, tools, inserts, and any items provided with your order.

You are responsible for arranging and paying for a trackable shipping method to return the plush and for providing us with the carrier tracking number. Without a valid tracking number we will not process the refund. Risk of loss remains with you until the return is delivered to our returns center.

Return shipping to us is not included by default. Any duties, customs fees, or taxes paid to government authorities are non-refundable.

8.1.1 Return Address

Send returns only after authorization to our returns center at:

Shipjoy
11500 Miramar Parkway, Suite 300
Miramar, Florida 33025

8.2 Order Cancellation Policy (First 12 Hours)

We allow order cancellations within the first 12 hours after order placement time. The 12-hour window is measured from the order placement time shown in your order confirmation and/or your Shopify order record.

8.2.1 Cancellation After 12 Hours and Before Shipment (Design Fee Applies)

If you request to cancel your order after the 12-hour window has passed but before shipment, you will receive a refund of the amount paid minus a fixed, non-refundable Design Fee of $59 USD.

This applies regardless of whether you purchased Sneak Peek (Plush Preview Service) and regardless of whether Preview Photos were sent or received, because custom work and materials allocation may begin shortly after the order is placed.

The Design Fee is intended to reflect a reasonable estimate of design, labor, and materials allocation costs incurred once custom work begins. This Design Fee is a liquidated design fee and not a penalty, and it is retained to the extent permitted by applicable law.

8.2.2 No Cancellations After Shipment

Once an order has shipped, it cannot be canceled. If you wish to request a refund after delivery, you must follow the return process in Sections 8.1 and 8.3.

8.2.3 Shipping Delays and Notices (Orders Not Yet Shipped)

If an order has not shipped and we become aware of a material delay, we may notify you and request consent to an updated shipment timeframe. If you do not consent, we will process the cancellation/refund in accordance with this Section 8 and any applicable legal requirements (including, where applicable, 16 C.F.R. Part 435).

8.3 How to Initiate a Return/Refund (After Delivery)

Please contact our customer service team at info@petslify.com for return authorization and instructions before sending anything back. Returns sent without authorization may be refused, delayed, or processed only after additional verification.

After authorization, send the item to our returns center using a trackable shipping method and provide the tracking number.

Consistent with common retail practice and to the extent permitted by applicable law, refunds for returns are processed only after the returned item is delivered to our returns center, inspected, and confirmed to meet the eligibility criteria. We will process the refund to the original payment method within 5–21 business days after inspection. Processing times may vary depending on your bank or card issuer.

8.3.1 Refused Delivery, Return-to-Sender, or Undeliverable Packages

If a package is refused, returned to sender, or undeliverable due to address issues or failure to claim the package, any refund (if applicable) will be processed only after the item is received back at our returns center and inspected. We may deduct reasonable shipping, handling, or carrier return fees from the refund where permitted by law.

8.4 Preview Photos and Feedback Window

Where Preview Photos are provided, we invite feedback before finalizing and shipping. Any reply to the preview email counts as a response, including requests such as “please resend as attachments,” “I cannot open the images,” or “I approve.”

If we do not receive a response within 3 days, we may proceed to finalization and shipment to avoid delays. Please check your spam/junk folder and ensure your email address is correct.

Proceeding due to no response does not limit your return rights under Section 8. It also does not change the Design Fee rule for cancellations requested after 12 hours and before shipment (Section 8.2.1).

8.5 Sneak Peek (Plush Preview Service) and Revision Policy

When offered at checkout, Sneak Peek (Plush Preview Service) is an optional service intended to provide Preview Photos for customer feedback before shipment. If Sneak Peek was purchased, it may be non-refundable once performed (for example, once Preview Photos have been sent).

If Sneak Peek was not purchased, we may still provide Preview Photos as a courtesy. Courtesy Preview Photos do not change any cancellation, Design Fee, or return conditions in Section 8.

8.5.1 Revision Limit

Whether Sneak Peek (Plush Preview Service) was purchased or Preview Photos were provided for free as a courtesy, we may offer up to two revisions based on reasonable feedback.

8.5.2 Finalization After Second Revision (Internal Quality and Similarity Check)

After the second revision is completed, we will perform an internal quality and similarity check. If, in our reasonable judgment, the plush meets our quality standards and reflects the reference photos and instructions provided, we may finalize and dispatch the plush without requiring further customer approval.

If a customer does not approve after the second revision, this does not cancel the order. Cancellation rules still apply, including the Design Fee for cancellations requested after 12 hours and before shipment (Section 8.2.1), and the return process after delivery (Section 8.1 and 8.3).

We may offer additional revisions at our discretion, but we are not obligated to do so. This revision policy is designed to keep timelines reasonable for handmade custom production and does not limit your return rights after delivery under Sections 8.1 and 8.3.

8.6 Delivery Issues, Lost Packages, and Damage Claims

If your package is marked delivered but you cannot locate it, or if it arrives damaged, please contact us at info@petslify.com so we can assist with the appropriate carrier process. We may request supporting information such as photos of the packaging/product, confirmation of the delivery address, or a carrier case number. Carrier investigations and timelines may vary.

8.6.1 Notice Windows

To help us assist you effectively, please notify us within 7 days of delivery if an item arrives damaged or if tracking shows delivered but you cannot locate the package. For shipments that appear stalled in transit, please contact us within 30 days from the shipment date shown on tracking.

If tracking shows delivery to the address provided at checkout and the carrier confirms delivery, outcomes may depend on the carrier’s investigation and applicable law. We will assist with reasonable steps to investigate and, where appropriate, provide options.

8.7 Warranty and Satisfaction Guarantee

If we advertise a “lifetime warranty,” it refers to coverage for workmanship issues that occur under normal intended use, such as seam failure or structural defects, subject to the exclusions below and to the extent permitted by applicable law.

This warranty does not cover damage caused by misuse, accidents, washing or heat exposure, pet chewing/scratching, stains, odors, alterations, normal wear, or issues caused by third parties or carriers.

If you believe your plush has a workmanship issue, please contact us with photos and your order details. We will review and may offer repair, replacement, or another reasonable remedy at our discretion, to the extent permitted by law.

If we advertise a “satisfaction guarantee,” it is provided through the return process in Section 8.1 and 8.3, which allows a return request within 30 days of receipt when return conditions are met.

9. User Content and Submissions

If you submit any content, such as comments, feedback, photographs, or other materials (collectively, “User Content”), you agree that we may, at any time, without restriction, edit, copy, publish, distribute, translate, and otherwise use such content in any medium.

9.1 Rights to Use Customer Photos

By uploading or submitting photos of your pet, the plush products, or any other images, you grant us a non-exclusive, royalty-free, worldwide, perpetual, irrevocable, and transferable license to use, reproduce, modify, adapt, publish, translate, distribute, and display such photos in any media for marketing, promotional, and other commercial purposes.

If you do not want your photos used for marketing, you may email us at info@petslify.com to request opt-out. Photo use for order fulfillment is still permitted.

You represent and warrant that you have all necessary rights and permissions to grant us this license and that the use of your photos by us will not infringe upon or violate the rights of any third party.

10. Intellectual Property Rights

All content on the Site, including text, graphics, logos, images, and software, is the property of Petslify or its content suppliers and protected by international copyright laws. The Petslify trademark is registered under Registration Number 97931939. Unauthorized use of any intellectual property may violate copyright, trademark, and other laws.

11. Privacy Policy

Your submission of personal information through the store is governed by our Privacy Policy, which is incorporated into these Terms by reference.

12. Cookies and Tracking Technologies

We use cookies and similar tracking technologies to enhance your experience on our Site. By using the Site, you consent to our use of cookies as described in our Privacy Policy.

13. Third-Party Links

Our Site may contain links to third-party websites that are not affiliated with us. These links are provided for your convenience. We are not responsible for examining or evaluating the content or accuracy of any third-party sites and will not have any liability for any third-party materials or websites.

14. Optional Tools

We may provide you with access to third-party tools over which we neither monitor nor have control. You acknowledge and agree that we provide access to such tools “as is” without any warranties or conditions. We shall have no liability arising from or relating to your use of optional third-party tools.

15. Errors, Inaccuracies, and Omissions

Occasionally there may be information on our Site or in the Service that contains typographical errors, inaccuracies, or omissions related to product descriptions, pricing, promotions, offers, product shipping charges, transit times, and availability. We reserve the right to correct any errors and to change or update information or cancel orders if any information is inaccurate at any time without prior notice.

16. Prohibited Uses

In addition to other prohibitions as set forth in the Terms, you are prohibited from using the Site or its content:

• For any unlawful purpose.
• To solicit others to perform or participate in any unlawful acts.
• To violate any international, federal, provincial, or state regulations, rules, laws, or local ordinances.
• To infringe upon or violate our intellectual property rights or the intellectual property rights of others.
• To harass, abuse, insult, harm, defame, slander, or discriminate based on gender, sexual orientation, religion, ethnicity, race, age, national origin, or disability.
• To submit false or misleading information.
• To upload or transmit viruses or any other malicious code.
• To collect or track the personal information of others.
• To interfere with or circumvent the security features of the Service.

We reserve the right to terminate your use of the Service for violating any of the prohibited uses.

17. Disclaimer of Warranties

We do not guarantee, represent, or warrant that your use of our Service will be uninterrupted, timely, secure, or error-free. The Service and all products delivered to you are provided “as is” and “as available” without any representation, warranties, or conditions of any kind, either express or implied, except as expressly provided in Section 8 (Returns and Refunds) and any written warranty we provide under Section 8.7, and subject to mandatory consumer rights that cannot be waived under applicable law.

18. Limitation of Liability

In no case shall Petslify, our directors, officers, employees, affiliates, agents, contractors, interns, suppliers, service providers, or licensors be liable for any direct, indirect, incidental, punitive, special, or consequential damages of any kind, including lost profits, lost revenue, lost savings, or any similar damages, to the fullest extent permitted by law. Nothing in this Section limits your rights under Section 8 (Returns and Refunds) or any mandatory consumer rights that cannot be waived under applicable law.

19. Indemnification

You agree to indemnify, defend, and hold harmless Petslify and our parent, subsidiaries, affiliates, partners, officers, directors, agents, contractors, licensors, service providers, subcontractors, suppliers, interns, and employees from any claim or demand arising out of your breach of these Terms or your violation of any law or the rights of a third party.

20. Severability

If any provision of these Terms is determined to be unlawful or unenforceable, such provision shall be enforced to the fullest extent permitted by law, and the unenforceable portion shall be deemed severed. This determination shall not affect the validity and enforceability of any other remaining provisions.

21. Termination

These Terms are effective unless and until terminated by either you or us. We may terminate this agreement at any time without notice if you fail to comply with any term or provision. The obligations and liabilities incurred prior to the termination date shall survive the termination of this agreement.

21.1 Force Majeure

We are not responsible for delays or failures caused by events beyond our reasonable control, including but not limited to carrier disruptions, customs delays, labor disputes, natural disasters, acts of government, war, terrorism, or power/internet outages.

21.2 Assignment

We may assign or transfer these Terms, in whole or in part, without restriction. You may not assign or transfer these Terms without our prior written consent.

22. Entire Agreement

These Terms and any policies or operating rules posted by us constitute the entire agreement between you and us and govern your use of the Service, superseding any prior agreements, communications, and proposals, whether oral or written.

23. Governing Law and Jurisdiction

These Terms and any separate agreements whereby we provide you Services shall be governed by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law provisions, except where prohibited by applicable consumer protection law.

24. Dispute Resolution

If you have a dispute, please contact us first at info@petslify.com and allow 14 days for us to try to resolve it informally.

Any dispute, claim, or controversy arising out of or relating to these Terms, your purchase, or your use of the Site shall be resolved by binding arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, except where prohibited by applicable law. Either party may bring qualifying claims in small claims court.

The arbitration may be conducted remotely (for example, by video conference) or in Cheyenne, Wyoming, unless the parties agree otherwise. You and we waive any right to a jury trial to the fullest extent permitted by law.

25. SMS Marketing Consent

By consenting to Petslify's SMS marketing at checkout and initializing a purchase or subscribing via our subscription tools, you agree to receive recurring text notifications (including order updates, abandoned checkout reminders), text marketing offers, and transactional texts, including requests for reviews from us, even if your mobile number is registered on any state or federal do-not-call list.

Message Frequency and Opt-Out

Message frequency varies. Consent is not a condition of purchase. If you wish to unsubscribe from receiving text marketing messages and notifications, reply with STOP to any mobile message sent from us or use the unsubscribe link provided within any of our messages. You understand and agree that alternative methods of opting out, such as using alternative words or requests, will not be considered a reasonable means of opting out.

Charges and Fees

We do not charge for the service, but you are responsible for all charges and fees associated with text messaging imposed by your wireless provider. Message and data rates may apply.

Customer Support

For any questions, please text HELP to the number you received the messages from. You can also contact us at https://petslify.com/pages/contact-us for more information.

Modification of Service

We have the right to modify any telephone number or short code we use to operate the service at any time. You will be notified on such occasions. You agree that any messages you send to a telephone number or short code we have changed, including any STOP or HELP requests, may not be received, and we will not be liable for honoring requests made in such messages.

Limitation of Liability

To the extent permitted by applicable law, you agree that we will not be liable for failed, delayed, or misdirected delivery of any information sent through the service, any errors in such information, and any action you may or may not take in reliance on the information or Service.

Privacy

Your right to privacy is important to us. You can see our Privacy Policy to determine how we collect and use your personal information.

26. Contact Information

Questions about the Terms should be sent to us at info@petslify.com.

Petslify
Email: info@petslify.com
Website: https://petslify.com/