Refund policy

At PAW CANVAS, we’re dedicated to ensuring your satisfaction with every custom memorial product. Please review our policy for returns, refunds, and order issues.

Important Timeframes

  • Order Cancellation: You can cancel your order within 6 hours of placement.
  • Return Eligibility: Returns must be initiated within 7 days of delivery.
  • Refund Processing: Refunds will be processed within 7-10 business days.
  • Missing Order Claims: Claims for missing orders must be made within 20 business days of the order date.

Custom Products Policy

Because our products are personalized, please note the following:
  • Custom products are non-returnable unless defective or damaged.
  • All items are made to order.
  • We guarantee the quality of all custom work.

Eligible Returns

We accept returns if the item:
  • Is defective or damaged upon arrival.
  • Is different from the website description.
  • Is an incorrect item.
  • Does not meet our quality standards.

Non-Eligible Returns

We do not accept returns for:
  • Used or customer-damaged items.
  • Clearance or final sale items.
  • Items damaged after delivery.
  • Products modified by the customer.

Return Shipping Fees

  • Return shipping cost: $15 (this will be deducted from your refund).
  • Free return shipping for manufacturer defects.
  • Original shipping fees are non-refundable.
  • This applies to all U.S. orders.

Return Process

Initiate a Return:
  • Email us at support@pawcanvas.com.
  • Include your order number and a brief explanation of the issue.
  • Attach photos of the issue (if applicable).
Claim Review:
  • We’ll review your return request within 72 business hours and email you with a decision.
Return Shipping:
  • If approved, we’ll provide instructions for returning your item.
  • Upon receipt of the return, we’ll inspect the item and send a confirmation email.
Refund Processing:
  • Refunds are processed within 7-10 business days and will be credited back to your original payment method.
Refunds Include:
  • Product cost.
  • Applicable taxes.
  • Less the $15 return shipping fee (if applicable).
  • Original shipping fees are non-refundable.

Missing Orders

If your order hasn’t been received within 20 business days:
  • Contact us at support@pawcanvas.com.
  • You can choose between:
  • A free replacement order.
  • A full refund.
  • Expedited shipping for your next order.
Note: Claims for missing orders are not valid if the customer provided incorrect shipping details.

Order Cancellations

  • You can cancel your order within 6 hours of placing it by emailing support@pawcanvas.com with your order number.
  • Once production begins (after 6 hours), cancellations are not possible

Contact Information

For all return inquiries, please contact us at:
  • Email: support@pawcanvas.com
  • Business Hours: Monday - Friday, 9:00 AM - 6:00 PM EST

Tracking Your Refund

If your refund is delayed:
  • Please check your bank account.
  • Allow 3-5 business days for processing.
  • If needed, contact your bank for verification or email us for assistance.

Quality Guarantee

We stand behind the quality of all our products:
  • Guaranteed material quality.
  • Guaranteed print quality.
  • Guaranteed size accuracy.
  • Guaranteed design accuracy.

Special Circumstances

We handle:
  • Bulk order returns.
  • International returns.
  • Damaged or lost packages.
  • Warranty claims.

Policy Updates

Effective Date: April 27, 2025
By placing an order with PAW CANVAS, you acknowledge and agree to these terms.