Returns Policy


If you receive the incorrect size, product, print or if your product was damaged during shipping, we will gladly replace it without question. Please contact us at within 2 business days with a picture of your item and order number. We will reprint your item and ship it to you within seven business days. Given that our products are customized art, we cannot offer returns on our products. Our products are designed and printed with care and are unique to your pet.


Orders can be modified or cancelled within 3 hours of placing your order. If 3 hours have passed, the modification or cancellation will be granted at our discretion. The reason for this is because our artists begin processing and designing your custom artwork soon after your order is placed.

Please be aware that your canvas or mug will be designed based on the photo you upload. If you do not follow our Photo Guidelines, we cannot offer any solution. It is the customer's responsibility to submit a high quality photo that is in line with our Photo Guidelines. Photo quality will impact the quality of the artwork. We allow for 3 photos to be uploaded so that we can choose the best one.

Lost Packages

If your package appears to be lost in transit, we are more than happy to replace the package and ensure your order makes its way to you. If you do not want the package to be replaced, we must wait 14 days before refunding the order in the event that the package finds its way to you and is delivered. Our Customer Service Team will be sure to check in on your order periodically throughout the two weeks to track its progress and provide accurate updates.

*** Due to COVID-19, there may be delivery delays. We appreciate your patience.  

Lost After Delivery

PetPawtraits is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, we will confirm the delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate.