First, if you would like to request cancel, replacement or refund for any reasons, please contact Pawups support at [email protected] and following our guide.
You cannot cancel your order on your end. After your order has been placed, you have 06 hours to contact us and request order cancellations. After 06 hours, your order will have been put into production and can no longer support cancelling your order.
WHEN AND HOW DO I RECEIVE REFUND?
All transactions, including refunds, will be processed securely through PayPal or Stripe. You can refer to our Billing T&Cs for further information.
You will usually receive your refund within 5 business days. It may take few working day(s) longer according to bank process. Please contact us if you notice it takes too long for the refund to reach you.
WHEN CAN I REQUEST A REPLACEMENT ITEM OR REFUND?
To be eligible for a refund/replacement, please make sure that:
Firstly, customers have 7 days from the day they received their item to request a replacement or refund.
Secondly, each product must be inspected carefully before delivered. But mistakes are inevitable and to make sure that all customers are satisfied, we offer replacement item(s) or refund for any of the following reasons:
- The product itself is flawed.
- The quality of the printing is poor.
- Final product is materially different than the design presented on our website.
- The following information of product is not the same as the order: type, size, color, printing content.
- For personalized products, we are not responsible for compensation if you send poor quality pictures (smaller than our required resolution) or misspelled the custom name.
Lastly, since your order is custom printed just for you, we are not responsible for refunds or exchanges due to incorrect fit or preference issues. Buyers assume all risks when choosing the style and fit of their purchase. To better help you in choosing the right size, we have made available a size chart in each product page. Please make sure you refer to it first for the best fit.
We guarantee to issue you a free replacement or refund in the following situations:
- The design was poorly printed.
- You received a different size from what you ordered.
- You received a different product from what you ordered.
Please contact us with your order number and a clear photo showing either the incorrect item, the poor quality of the print or the damaged area of the item.
Check our size chart carefully because if your ordered size doesn’t fit you, we can’t take responsibility.
However, we can offer you a non-profit item with correct size/ color/ design you want. You will only have to pay shipping fee and handling fee; we will notice you about this total fee.
You will receive your replacement order confirmation within 5 business days. After that, please kindly allow us at most 5 more days of fulfillment before we can send you a new tracking number.
ORDER MISSING/NOT DELIVERED?
If your item has not arrived within 20 business days after ordering, please contact us for a free replacement order or a full refund of your purchase. Please note this policy excludes errors made by customers when providing incorrect shipping details on their order(s) and/or missed parcel deliveries.