Procedure & Returns

 

Style, Size, and Photo Changes

If you want to return and exchange the item, please contact us, we need to verify it is in production or not. Send us an email to sales@thepetpillow.com with your order number in the subject line and any changes in the body. We’ll get back to you as quickly as possible and make it happen!

Address Changes

If you need to change the shipping address, please send an email to us sales@thepetpillow.com with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility! If your order leaves our facility, we're sorry for can't change it anymore.

Damaged/Misprinted Items

If the product arrives defective, we will reprint and resend it free of charge. Please contact us here with a picture of your item and order number. We will reprint your item and ship it out to you within seven business days.

If you are not satisfied with the outcome of your product, we offer reprints at no charge. Please send an email to us and include a picture of your item explaining the issue and your order number, and a member of our team will be able to assist you. If it's approved, we will arrange reprints it and ship out with in 7 business days.

Please note that whatever size, color, and image you upload will be printed on your item. If the incorrect size, color, or image is selected and sent out to you, ThePetPillow is not responsible for replacing these items.

Product Image Disclaimer

Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every photograph in production will accurately depict the actual color of the merchandise due to changes in screen resolution. Please contact us with any questions about the color, material, or size of any item before purchasing.

Cancellations/Returns

Orders can only be canceled within 24 hours. To change images or cancel your order, please send an email to us sales@thepetpillow.com with your order number and recipient’s name stated for ease of access, so that we can cancel or change your order as soon as you change your mind. Unfortunately, it can no longer be canceled or changed 24hours after you place order.

All refunds will be credited for the original amount paid, less shipping fees, discounts on personalized items, except in the case of an incorrect shipment. Once your return has been processed, you will receive a confirmation email. Please note that it may take an additional 3-10 business days from the date you receive this email for the funds to be available in your account, and it may take an other billing cycle to see the funds on your billing statement.

Exchange & Return

Our personalized item cannot be returned unless it is defective or damaged. please refer to Return Policy or please contact our customer service for return.

Every order comes with a 30 day satisfaction guarantee. If the product arrives defective or you not happy with your purchase, please send an email to sales@thepetpillow.com with your order number, picture and kindly explain the problem and we'll process your request. Please re-package the products and ship them back to us within 7 days. Our warehouse address: FLAT/RM 1402B 14/F The Belgian Bank Building NOS.721-725 Nathan Road MongKok, KL, HongKong. Please note the return postage is responsibly of the buyer. If it's been 30 days since you purchased, unfortunately refunds are no longer applicable.

Customer Service Time

Please be sure your email send to sales@thepetpillow.com successfully or fill the contact form as below. All the emails will be replied within 24 hours. But in addition to holidays and weekends, we will remind you by email automatically respond in this case and deal with when we back to work, please pay attention.

 

Order Procedure Follow the steps below:

1) Purchase your listing, upload an original photo and make sure the shipping address is correct.
2) A mockup will be sent to you within 24 working hours. (If high resolution photo provided, proofs are automatically sent to print.)
3) After the design mockup is approved, your items will be created and ship out in 3-7 business days (printing, sewing, stuffing and etc).
4) A shipping notification will be sent by email after your order is shipped.

Procedure - Things to Know:

• Handcrafted in Hong Kong.
• Machine wash with cold water, using a phosphate-free detergent. Machine dry using a low-temperature setting
• International orders are welcome, but we are not responsible for custom inspection delays or charges.
• Orders can only be canceled within 24 hours. For made to order and personalized item, we can't, neither will we, sell it to others.
• In the effort to process your order as quickly as possible, proofs are automatically sent to print after 48 hours.