Refund policy

 

Free Tote bag promotion:  Make sure the tote is added to the cart in order to receive it! If it is NOT in your cart then you will NOT receive the free tote bag.MUST BE SAME PET AS SWEATSHIRT.NO NEW ARTWORKS ON FREE TOTE. Please check the email receipt to make sure the tote bag is shown as a line item. The free tote will NOT be applied with another discount code. If you used a discount code, the free tote will not be added to the cart.

We do NOT offer returns or refunds

**IT IS A $50 CANCELLATION FEE IF YOU CHOOSE TO CANCEL YOUR ORDER  AFTER ARTWORK HAS BEEN STARTED**

Due to the custom nature of all of the products we produce at Pupsentials, we are unable to offer returns. 

If you place your order without a promo or discount code, we are unable to refund the difference. 

In the event that your order arrives damaged in any way, please email pupsentialshelp@gmail.com as soon as possible with your order number and a photo of the item’s condition. 

CANCELLATIONS

We begin working on each custom order promptly after they are placed. To cancel or change an order, you must email pupsentialshelp@gmail.com within 24 hours of your order being placed. After 24 hours, it is not possible to cancel your order.

1. **No Refunds or Cancellations:**
- We cannot provide refunds or cancellations within 24 hours of placing an order or if we've already completed the artwork within that time.

2. **Custom Items:**
- Since our products are custom-made, we do not offer refunds under any circumstances.

3. **Revisions:**
- You can request up to two revisions for $25.

4. **Starting Over:**
- If you want to change the picture entirely, there's a $35 fee.

5. **Picture Guidelines:**
- For the best results, please provide a clear picture with good lighting.
- We work with one picture per order, so choose the one you want to use.

6. **Shipping Protection:**
- To safeguard your order in case of mailing system issues, we recommend adding shipping protection during checkout.

7. **Lost or Damaged Products:**
- We are not responsible for products lost, stolen, or damaged by mailing companies like USPS, UPS, or FedEx.

8. **Proof Approval:**
- You must approve your proof within 7 days. After that, it will be auto-approved and sent for production. We can't make changes once it's in production.

9. **Hotmail Email Users:**
- If you have a Hotmail email, please check your spam folder. We suggest using a different email if possible.

10. **Sweatshirt Color:**
- Once an order is placed, we cannot change the sweatshirt color.

11. **Custom Text:**
- Adding custom text to your order comes with an additional cost, payable during checkout.

12. **Returns and Exchanges:**
- We do not offer returns or exchanges since our items are fully customized.

13. **Size Chart:**
- Please refer to our size chart for the best fit. We are not responsible for incorrect size choices.