Return Policy

Style, Size, and Photo Changes - within 24hours after you place order

If you change your mind and want to exchange the item style, size, and photo, please send an email to sales@thepetpillow.com. Orders can only be changed within 24 hours for the reason of all the products will start drawing or printing by our artist after you place order within 24hours. We’ll get back to you as quickly as possible and make it happen!

Address Changes – Before orders leaves our warehouse

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 – within 30days after received package

If the product arrives defective, please contact us within 30days after you receive your package. 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.

We run a 30days satisfied guarantee. 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 within 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 days 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.

 
Above placing an order on our website, you're accepting and agreeing to the above policies. Thank you for your understanding. If you have any doubt, please contact us freely through below form or send an email to sales@thepetpillow.com