Clear terms.
Thoughtful support.

We want you to feel confident when shopping with IPAWLIO. This Returns & Refund Policy explains which items may be returned, when refunds may be issued, and how we handle custom-made, personalized, damaged, defective, or incorrect items.

Quick overview:

  • Eligible non-personalized items: return requests may be accepted within 14 days of delivery.
  • Custom and personalized items: final sale unless the item arrives damaged, defective, incorrect, or has a confirmed production error.
  • Exchanges: we do not offer exchanges for custom or personalized items.
  • Issue reporting: please contact us within 7 days of delivery for damaged, defective, incorrect, or missing items.
  • Refund timing: approved refunds are generally processed within up to 10 business days after review or inspection.

A practical guide before requesting a return.

At IPAWLIO, many products are made, customized, printed, engraved, or prepared specifically for each customer. For this reason, return eligibility depends on whether the item is a standard non-personalized product or a custom-made product.

Standard return window

Eligible non-personalized, non-custom items may generally be returned within 14 days of delivery, provided that the item is unused, unwashed, in its original condition, and suitable for resale.

The return window begins on the carrier’s marked delivery date. Items must be in clean, resalable condition, and any original packaging, tags, inserts, and accessories should be included where possible.

Custom and personalized orders are final sale.

Because custom and personalized items are made specifically for you, they are generally considered final sale once the order has been confirmed or production has started.

Unless there is a quality issue, confirmed production error, damage during delivery, or we sent the wrong item, custom and personalized products are not eligible for return, exchange, or refund.

This includes, but is not limited to:

  • Custom pet portraits
  • Personalized pet rugs, mats, posters, keepsakes, or printed items
  • Engraved, named, monogrammed, or photo-personalized products
  • Made-to-order items prepared based on the customer’s photo, name, size, color, text, or design selection

Custom items cannot be returned or exchanged for reasons such as:

  • Changing your mind after purchase
  • Ordering the wrong size, color, style, text, name, or option
  • Providing an incorrect shipping address or incorrect customization details
  • Uploading a low-resolution, blurry, dark, cropped, or unsuitable photo
  • Not liking the final look when it was produced according to the submitted information
  • Minor color differences caused by screen settings, lighting, printing, fabric texture, or material differences
  • Normal handmade, printing, cutting, sewing, or material tolerance that does not affect product use

Damaged, defective, or incorrect items

If your order arrives damaged, defective, materially different from what you ordered, or contains an item that was sent incorrectly by us, please contact us within 7 days of delivery at info@ipawlio.com.

To help us review the issue quickly, please include:

  • Your order number
  • A clear description of the problem
  • Clear photos or videos of the item
  • Photos of the outer packaging and shipping label, if the package arrived damaged

After review, we may offer a replacement, remake, refund, partial refund, store credit, or another reasonable solution depending on the situation.

Please do not send anything back without contacting us first. Returns sent without prior approval may be delayed, refused, or ineligible for refund.

Eligible returns for non-custom items only

If you simply changed your mind, ordered the wrong standard item, or no longer want the product, only eligible non-personalized, non-custom items may be considered for return.

To qualify, the item must be:

  • Returned within 14 days of delivery
  • Unused, unwashed, undamaged, and clean
  • In its original condition and suitable for resale
  • Returned with original packaging, tags, inserts, and accessories where applicable

Original shipping charges are generally non-refundable unless required by law or unless the return is caused by our error. Return shipping costs for non-defective items are generally the customer’s responsibility.

Items that are not eligible for return

The following items are generally not eligible for return, exchange, or refund unless they arrive damaged, defective, incorrect, or affected by a confirmed production error:

  • Custom-made or personalized products
  • Made-to-order products
  • Engraved, printed, named, photo-based, or monogrammed items
  • Items that have been used, washed, worn, altered, damaged, or assembled
  • Items returned with pet hair, stains, odors, scratches, or signs of use
  • Items without required photos, documentation, or proof of issue
  • Items returned outside the stated return window
  • Final sale, clearance, sample, or promotional items where stated

Order changes and cancellations

If you need to change or cancel an order, please contact us as soon as possible at info@ipawlio.com.

For standard non-custom items, we will do our best to help before the order has been processed or shipped.

For custom or personalized items, changes or cancellations may not be possible once the order has been confirmed, artwork preparation has started, materials have been reserved, or production has begun.

Refunds

Approved refunds are generally issued to the original payment method within up to 10 business days after review, inspection, or approval.

Please allow extra time for your bank, card issuer, or payment provider to process the refund. We cannot control the processing time after a refund has been issued on our side.

Shipping charges, return shipping costs, rush processing fees, customization fees, gift wrapping, taxes, duties, and other service fees may be non-refundable unless required by law or unless the issue was caused by our error.

Delivered but missing packages

If tracking shows that a package was delivered to the shipping address provided at checkout, the order will generally be treated as delivered, subject to applicable law.

If you cannot find a delivered package, please first check with household members, neighbors, front desk staff, parcel lockers, mailrooms, and local delivery points.

Please contact us within 7 days of the marked delivery date if you believe the package was lost, stolen, or incorrectly delivered. Depending on the situation, we may ask you to contact the carrier, provide supporting documentation, confirm your shipping details, or cooperate with an investigation before a resolution is considered.

We are not responsible for packages lost due to an incorrect or incomplete shipping address provided by the customer.

How to request a return or report an issue

To request a return or report a problem, please contact us at info@ipawlio.com with your order number and a clear explanation of your request.

If your request is approved, we will provide next-step instructions. Please do not return any item before receiving approval from us.

Important notes

  • Nothing in this policy limits any mandatory rights you may have under applicable consumer protection laws.
  • We reserve the right to refuse returns that do not meet this policy.
  • Abuse of the return process, excessive claims, fraudulent activity, or policy misuse may result in refusal of future service where permitted.
  • This policy should be read together with our Shipping & Delivery Policy, Privacy Policy, and Terms of Service.

Need help with a return request?

If your order arrived with an issue, or you are unsure whether your item is eligible for return, please contact us before sending anything back. We are happy to help you understand the next step.

Contact us: info@ipawlio.com

Effective date: May 1, 2026

This page is intended as a customer-friendly presentation of IPAWLIO’s Returns & Refund Policy. In the event of any conflict, the official policy wording and applicable law will govern.