At Petslify, we stand behind every custom plush we make. This page is a clear summary of your return and refund rights. For complete details, see our Terms of Service, Section 8 (Returns and Refunds).
You may cancel your order at any time before it has shipped for a full refund. To cancel, email support@petslify.com with your order number. Once an order has shipped it cannot be cancelled — please see Returns below.
If you are not satisfied after receiving your plush, you may request a return within 30 days of the delivery date.
To qualify for a refund, your return must meet all of the following conditions:
We provide a prepaid return shipping label at no cost to you. To receive it, please contact us first at support@petslify.com , and we will email it to you.
Refunds are issued to your original payment method within 5–21 business days after we receive and inspect the return. Processing times may vary by bank.
Include your order number and reason. We will respond with instructions and a prepaid shipping label.
If your order arrives damaged, or tracking shows delivered but you cannot locate it, contact support@petslify.com within 7 days of the delivery date. We will assist with the carrier process. For packages stalled in transit, contact us within 30 days of the shipment date.
If your plush develops color fading or a seam or structural failure under normal use - or arrives with shipping damage reported within 7 days of delivery - contact us at any time with photos and your order number. We will review and resolve every valid claim at no additional cost to you: repair, replacement, a comparable alternative, or, at our discretion, a partial or full refund.
Email support@petslify.com — we typically respond within 1 business day.
*Conditions apply. See our Terms of Service for full details.