Custom made.
Clearly protected.
IPAWLIO sells personalized and custom-made pet products. Because these pieces are made for a specific customer, photo, name, size, color, or design choice, they are generally final sale except where there is a quality issue or legal right that cannot be excluded.
Please read this policy before ordering. We want customers to understand that made-to-order products cannot usually be returned simply because of a change of mind, incorrect customer-provided details, or preference after production.
Customized products are not returnable unless there is a quality issue.
Custom work can require a longer production window, including 7 business days for advanced pieces and confirmed scheduled timing for fully handmade work. Once design review, material preparation, or production has begun, cancellations may no longer be possible for non-quality reasons. Because IPAWLIO products are customized or made to order, we do not accept returns, exchanges, or refunds for custom products unless the item arrives damaged, defective, materially incorrect, or affected by a confirmed production error.
This applies to products made with a customer’s pet photo, pet name, custom text, selected style, color, size, model, design option, or other personalization details.
- Customer-submitted errors, including wrong photo, wrong name spelling, wrong size, wrong color, wrong model, or incorrect address, are not quality issues.
- Minor differences in color, texture, print placement, handmade finish, or screen display are not considered defects unless they materially affect product use or quality.
- Once production has started, cancellations or changes may no longer be possible.
We review damaged, defective, or incorrect items carefully.
If your order arrives damaged, defective, materially different from what you ordered, or appears to contain a production mistake, please contact us within 7 days of delivery at support@ipawlio.com.
Please include your order number, a clear explanation, and photos or videos showing the issue, the product, and the outer packaging where relevant.
After review, we may offer a replacement, remake, repair guidance, partial refund, full refund, store credit, or another reasonable solution depending on the situation and applicable law.
Only eligible non-custom items may be considered for return.
For eligible standard, non-personalized, non-custom items, return requests may be considered within 14 days of delivery if the item is unused, clean, undamaged, in original condition, and suitable for resale.
- Return approval is required before sending any item back.
- Original shipping, return shipping, rush processing, gift wrapping, duties, taxes, and handling fees are generally non-refundable unless required by law or caused by our error.
- Unauthorized returns may be refused or delayed.
Some requests cannot be approved.
Unless required by applicable law, we generally cannot accept return, exchange, cancellation, or refund requests caused by:
- Change of mind after purchase.
- Customer ordering the wrong size, color, model, style, photo, text, name, or option.
- Low-resolution, blurry, cropped, dark, or unsuitable customer-submitted photos.
- Normal handmade, printing, cutting, sewing, engraving, leather, fabric, or material variation.
- Customer damage, misuse, alteration, wear, stains, odors, or missing packaging.
Approved refunds are issued to the original payment method.
If a refund is approved, it will generally be issued to the original payment method within up to 10 business days after review, inspection, or approval. Your bank, card issuer, or payment provider may require additional processing time.
If only part of an order is affected, any approved resolution may apply only to the affected item or portion of the order.
Need help with a return request?
If your item arrives damaged, defective, materially incorrect, or affected by a confirmed production issue, contact us with your order number and clear photos so we can review it quickly.