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LITTLE KEEPSAKES. A WHOLE LOT OF LOVE.

退换货与定制保障政策

Returns & Customization Policy

We hope the moment you receive your PawPal feels full of warmth and joy. Because every piece is handcrafted exclusively from your companion’s photos and story, it is deeply personal and cannot be remade into a standard item. Our service policy is therefore a little different from that of mass-produced goods:

01.

60% Deposit

A 60% deposit is required when an order is placed. It covers the initial cost of selecting materials, drawing the line sketch, and beginning the hand-finishing process.

The remaining balance is due only after the finished piece is confirmed through real photos.

02.

Size & Specification Confirmation

Custom pieces cannot be returned or exchanged because a selected size is unsuitable. To avoid any disappointment caused by choosing the wrong size, please carefully confirm the specific dimensions and wearable length of your chosen keepsake before submitting your customization request.

Please refer to our Sizing Guide for help.

03.

Our “Send Only When You’re Happy” Promise

  • Two-way photo approval: As soon as your piece is finished, we will email you high-resolution photos from multiple angles, along with detail videos.
  • Thoughtful refinements: We listen to every note and refine details with care. Only after you give your wholehearted approval will we tie the ribbon, pack your piece, and send it on its way.

04.

Cancellations & Deposit Refunds

  • Before work begins: If you request cancellation before our maker has begun the sketch or material preparation, the deposit will be returned to the original payment method after third-party payment processing fees are deducted.
  • After the making process begins: If you request a deposit refund after sanding or sculpting has begun, we will deduct the cost of custom materials and sampling labor already used, then return the remaining deposit. The buyer is responsible for all payment-platform transfer fees, exchange-rate losses, and related charges incurred in this process; PawPal does not cover these costs.
  • After shipping is confirmed: Once you approve the piece by email and it is packed and shipped, it is regarded as final delivery. Returns, refunds, and exchanges cannot be accepted.

05.

Protection for Transit Damage or Serious Defects

Although we package every keepsake with care, in the rare event that an item is damaged or broken in transit, or differs substantially from the piece confirmed by email:

Please photograph the unboxed item and any damage to the packaging within 24 hours of delivery, then visit our Returns Center to submit an after-sales request.

Once we confirm transit damage or a production error, we will cover return shipping in both directions and remake one brand-new piece for you at no cost.