Personalized Dog Gift Returns Policy: What We Always Fix
Email support@mydogpics.com within 30 days of delivery and we remake the item at no cost or refund you to your original payment method. Your choice, not ours:
- A print defect — streaks, smudges, misprinted or cut-off artwork, colors clearly wrong compared with the photo you uploaded.
- Damage in transit, or a package that never arrives.
- The wrong item, the wrong size, or the wrong dog on the product.
- A name printed differently from the way you typed it at checkout.
You do not need to ship the item back to us for these. A clear photo of the problem is enough.
What we cannot cover
- The quality of the photo you uploaded. We print from your file. If it is low resolution, blurry, heavily filtered or badly lit, the print will show that. We check every photo before printing and email you if it will not print well — but if you tell us to print it anyway, the result is not a defect.
- A slight difference between your screen and the printed color. A screen makes color from light and print makes it from ink, so bright, saturated shades print softer than they glow on screen, and no two screens show one photo alike. This is normal and is not a print defect; colors that are clearly wrong compared with the file you uploaded are still covered above. See why printed colors look different.
- A change of mind after the item has been printed.
- A size you chose that turns out to be wrong — check the size on the product page before ordering.
- Normal wear, fading from washing against the care instructions, or damage after use.
- Delivery delays once USPS has the package. We will help you chase it, but a slow delivery is not a defect.
How to make a claim
- Email support@mydogpics.com within 30 days of the delivery date.
- Include your order number and one or two photos that show the problem clearly. For a print defect, a photo of the whole item plus a close-up is the fastest.
- Tell us whether you want a remake or a refund.
- We reply within 24 hours. A remake goes into production the same way a new order does: 2-3 business days to make, then 3-5 business days in transit. A refund goes back to your original payment method and usually appears within 5-10 business days, depending on your bank.
Changing or cancelling an order
Email us within 12 hours of ordering. If the order has not gone to print yet we will change it or cancel it and refund you in full. Once printing has started we cannot stop it, because the item is made only for you.
Returns questions
No. Personalized items are made for one customer and cannot be resold, so change-of-mind returns are not accepted. If something is actually wrong with the item, that is always covered.
Usually not. A photo of the problem is enough for a remake or a refund. If we ever do need the item back, we pay the return shipping.
If the print does not match the file you uploaded, yes — send us a photo and we will remake it. If the original photo itself was dark, the print will be dark too, and that is not something a remake will fix. This is why we check photos before printing and ask for a better one when we can.
A slight difference is normal and is not a print defect, because screens make color from light and print makes it from ink. Neon and very saturated shades shift the most, while fur colors, cream and brown stay close.
If the colors are clearly wrong compared with the file you uploaded, or the print shows streaks, smudges or fading, send us a photo within 30 days of delivery and we will remake it or refund you. See why printed colors look different.
We issue it within 24 hours of approving the claim. Your bank or card issuer usually shows it within 5-10 business days.
Sizes chosen at checkout are not covered, because the item is already printed for you. Check the size details on the product page before you order, and email us first if you are not sure.
Related: shipping information · which photo works best · FAQ