At Petslify, we want you to love your custom plush. This Refund Policy is a summary, and for full details please see Terms of Service, Section 8 (Returns and Refunds).
Returns After Delivery (30 Days):
If you are not satisfied after delivery, you may request a return within 30 days of receipt. The item must be returned in original condition (no damage, stains, odors, pet hair, alterations, or signs of use) and include all original packaging and items. (TOS 8.1)
Return Shipping & Tracking (Required):
Return shipping is your responsibility and is non-refundable. You must use a trackable shipping method and provide the tracking number. Refunds are not processed without valid tracking. (TOS 8.1)
Order Cancellation Policy:
Cancellations are allowed within 12 hours of order placement time for a full refund. If you cancel after 12 hours but before shipment, you will receive a refund minus a fixed $59 USD Design Fee. Once an order has shipped, it cannot be canceled. (TOS 8.2, 8.2.1, 8.2.2)
How to Initiate a Return/Refund:
Email us at support@petslify.com to request return authorization and instructions before sending anything back. Refunds are processed after the return is received and inspected, and are issued to the original payment method within 5–21 business days after inspection (bank processing times may vary). (TOS 8.3)
Delivery Issues / Damage:
If your order arrives damaged, or tracking shows delivered but you cannot locate it, contact support@petslify.com and we will help with the carrier process. Please notify us within 7 days of delivery for damage or delivered-not-found issues. (TOS 8.6, 8.6.1)
We have had the privilege and honor of having had such a positive impact on the lives of so many families!
Each plush animal is handcrafted by our team of talented artists to capture everything that makes your animal unique.
In case your expectations are not met, we provide a refund. This guarantees peace of mind when ordering with us.
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