Refund policy

Because each item we create is custom-made and uniquely tailored to your pet, we do not accept returns on personalized products. Every piece is illustrated with care, based on the photo you provide, and crafted to reflect your vision.

If you’re not satisfied with your final product, please reach out to us. We’re committed to making things right and want every customer to feel great about their order.

Order Issues

If your item arrived damaged, incorrect, or with the wrong design, we’ll replace it—no questions asked. Please contact us within 48 hours of delivery with photos of the issue.

Cancellations & Edits

We understand that sometimes minds change. If you'd like to cancel or update your order, you have 2 hours after placing it to do so. After that, changes are not guaranteed, as our artists may have already begun working on your portrait.

Photo Guidelines

Your final artwork depends heavily on the quality of the photo you submit. We rely on the image you upload, so be sure to follow our photo tips for best results. Low-resolution or poorly lit images may lead to artwork that does not match the examples shown on our website.

While we do our best to honor special notes added to your order, we cannot guarantee complex edits like altering expressions or poses. Minor adjustments such as red-eye removal or eye color tweaks may be accommodated at our discretion.

Contact

Please email us with your order number at support@pawandgrain.com along with your message. You can also visit our contact us page!