Order Cancellation Policy

At PAWCANVAS, we understand that life can change unexpectedly. If you need to cancel your order for a custom pet memorial item, this policy will guide you through the process.

Cancellation Window

  • Orders can be canceled within 6 hours of placement.
  • This allows us to stop the order before it enters production.
  • After 6 hours, production will begin, and the order cannot be canceled.

How to Cancel Your Order

To cancel your order, please:
  • Email us immediately at support@pawcanvas.com.
  • Include the following information in your email:
  • Order Number
  • Full Name (as used in the order)
  • Reason for cancellation
  • Contact information

Cancellation Processing Times

  • Cancellation requests will be processed within 1-2 business hours.
  • Once your cancellation is processed, you’ll receive a confirmation email.
  • Refunds for canceled orders will be issued within 3-5 business days.

Important Notes

Before Production Begins:
  • Full refund provided.
  • No cancellation fee.
  • Immediate cancellation of the order.
After Production Begins:
  • Once production starts, orders cannot be canceled.
  • Custom products can only be returned if defective or damaged.

Refund Information

For successfully canceled orders:
  • Refunds will be processed to the original payment method.
  • Full purchase amount will be refunded, including taxes.
  • Shipping fees will be refunded if applicable.
  • Please allow 3-5 business days for the refund to appear.

Special Circumstances

Bulk Orders:
  • Special terms may apply. Please contact customer service for assistance.
Custom Designs:
  • Additional verification may be required for custom orders.
  • Design fees may be non-refundable in certain cases.

Contact Information

For cancellation requests, please reach out to:
  • Email: support@pawcanvas.com
  • Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

Exceptions

We reserve the right to:
  • Verify the authenticity of cancellation requests.
  • Request additional information if needed.
  • Adjust policies in unique circumstances.
  • Make exceptions on a case-by-case basis.

Customer Support

Our customer service team is here to:
  • Answer any cancellation-related questions.
  • Assist in tracking the status of your cancellation.
  • Provide alternative solutions if a cancellation is not possible.
  • Ensure refunds are processed promptly.

Policy Updates

We reserve the right to modify this cancellation policy at any time. Any changes will be posted on our website, and current orders will be honored under the policy in effect at the time of purchase.

Additional Information

For any additional questions, including:
  • Order status: Include your order number in all communications.
  • Alternative options: Our team can help if cancellation isn’t possible.
  • Special requests: Contact us for assistance with unique situations.
Effective Date: April 27, 2025