Katy’s Paw Prints Satisfaction Guarantee
Love It—or We’ll Make It Right
At Katy’s Paw Prints, every product is created to celebrate the special bond between pets and the people who love them. Your satisfaction matters to us, and we carefully review every eligible concern to provide a fair and timely solution.
1. Our Satisfaction Promise
If your order arrives damaged, defective, misprinted, or materially different from what you ordered, please contact us within 7 calendar days of delivery. Depending on the circumstances, we may offer:
- A replacement at no additional cost
- A corrected product
- Store credit
- A full or partial refund to the original payment method
The appropriate resolution will be determined after we review the order information and supporting photographs.
2. How to Submit a Claim
Please email information@katyspawprints.com and include:
- Your full name
- Your order number
- A brief description of the issue
- Clear photographs showing the complete product, packaging, and affected area
Please keep the original product and packaging until your claim has been resolved. We may request additional photographs or information when necessary.
3. Personalized and Custom Products
Because personalized products are created specifically for each customer, they cannot be returned or exchanged due to:
- A change of mind
- Incorrect information submitted by the customer
- Poor-quality, blurry, dark, cropped, or low-resolution photographs provided by the customer
- Spelling, punctuation, color, size, or customization selections approved or submitted by the customer
- Minor differences in color, placement, scale, or appearance caused by screen settings, printing methods, fabric texture, or product dimensions
However, if a personalized product arrives damaged, defective, incorrectly produced, or does not match the customization information confirmed in your order, we will work with you to make it right.
4. Customer Approval and Submitted Content
Customers are responsible for reviewing all names, dates, spelling, photographs, design selections, product sizes, shipping addresses, and other personalization details before completing an order.
Once production has started, personalized orders generally cannot be changed or canceled. Requests submitted immediately after purchase will be considered, but changes are not guaranteed.
By submitting an image, photograph, name, phrase, logo, or other content, the customer confirms that they have the legal right and permission to use that material. Katy’s Paw Prints may decline content that appears unlawful, offensive, infringing, or unsuitable for production.
5. Non-Personalized Products
Eligible non-personalized products may be returned within 30 calendar days of delivery, provided they are:
- Unused and unworn
- Unwashed
- Free from pet hair, odors, stains, or damage
- Returned in their original condition and packaging
Customers must contact us before returning an item. Products returned without prior authorization may not be accepted.
Unless the product arrived damaged, defective, or incorrect, the customer is responsible for return shipping costs. Original shipping charges are non-refundable.
6. Size and Fit
Please review the applicable size chart before placing an apparel order. Because sizing can vary by product style and manufacturer, ordering the wrong size is not considered a manufacturing defect.
Personalized apparel cannot normally be exchanged for a different size unless Katy’s Paw Prints produced or shipped a size different from the one ordered.
7. Damaged, Defective, or Incorrect Orders
When Katy’s Paw Prints or one of our production partners makes an error, we will provide an appropriate resolution at no additional cost.
A replacement will normally be made using the same product, size, color, design, and personalization selected in the original order. A replacement request cannot be used to change the original order specifications.
8. Lost or Missing Packages
Please contact us if tracking shows that your package was delivered but you cannot locate it. Before submitting a claim, please:
- Check the delivery location and surrounding area
- Ask household members or neighbors
- Contact the shipping carrier
- Allow one additional business day, as some carriers mark packages as delivered before final delivery
Claims involving lost or missing packages will be reviewed individually. Katy’s Paw Prints is not responsible for packages delivered to an incorrect or incomplete address provided by the customer, or for packages lost or stolen after confirmed delivery. We will nevertheless assist with available carrier information whenever possible.
9. Order Cancellations
Non-personalized orders may be canceled only if production or fulfillment has not started.
Personalized orders enter production quickly and cannot be canceled once customization or production has begun. Contact us as soon as possible after placing the order, and we will confirm whether cancellation is still available.
10. Refund Processing
Approved refunds will be issued to the original payment method. Processing times depend on the customer’s bank, card issuer, or payment provider.
Shipping charges are refundable only when the order was damaged, defective, incorrect, or not shipped as promised. Promotional discounts and gift cards have no cash value and will not be refunded beyond the amount originally paid.
11. Exclusions
This Satisfaction Guarantee does not cover:
- Normal wear and tear
- Damage caused by misuse, accidents, improper storage, or failure to follow care instructions
- Products that have been washed, worn, altered, or damaged after delivery
- Minor color or placement differences inherent to digital printing and manufacturing
- Incorrect personalization details or addresses submitted by the customer
- Delays caused by carriers, weather, customs, emergencies, or circumstances outside our reasonable control
- Requests submitted outside the applicable claim or return period
12. Fair-Use Protection
Katy’s Paw Prints reserves the right to deny claims involving suspected fraud, abuse, repeated excessive claims, altered products, inconsistent evidence, or violations of these terms.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer-protection laws.
13. Contact Us
For assistance with an order, contact:
Katy’s Paw Prints
Email: information@katyspawprints.com
Website: www.katyspawprints.com
Please include your order number so we can assist you promptly.
