Refund policy

Every PawSums portrait is made to order from your photo, so we can't accept returns or exchanges if you change your mind or order the wrong size.

Your portrait preview

We create your portrait with AI-assisted digital art and check it by hand. Before it goes to print, we email you a preview. If you'd like a change, reply within 24 hours and we'll rework it once for free. We then email you the new version, and it goes to print after 24 hours unless you tell us to stop. If we don't hear from you about the first preview within 24 hours, we send it to print.

Damaged, defective or wrong item

You can get a free reprint of your portrait if your canvas:

  • arrives damaged from shipping,
  • has a printing or manufacturing defect, or
  • is a different product or size than you ordered (for example 8" x 10" instead of 12" x 16").

Please check your canvas when it arrives and keep the packaging until you have. Email support@pawsums.com within 21 days of delivery with your order number and a clear photo or video:

  • Shipping damage: the package, the printed canvas and the damage, all visible.
  • Printing defect: the canvas laid on a flat surface, with the design and the problem visible in one frame.
  • Wrong product or size: the canvas you received, with a tape measure showing its size.

You don't need to send anything back. After we review your photos, we'll send you a free reprint, or a full refund if a reprint isn't possible.

What isn't covered

  • Damage that happens after delivery, for example from pets, a fall or hanging.
  • Size differences of less than 1 inch from the listed size.
  • Small color differences between your screen and the printed canvas.

Lost package

If your order hasn't arrived 30 days after you placed it, first check with your local post office, because packages are sometimes held for pickup. Then email us within the next 7 days. We'll check with the carrier, and if the package is confirmed lost and the shipping address was correct, we'll reprint your portrait and send it at no cost to you.

Wrong address

Please check your shipping address at checkout. If a package is returned because the address was incorrect or incomplete, we can send it again. You cover the cost of re-sending, and we'll confirm the amount by email before we do.

Cancellations

You can cancel for a full refund until your portrait goes to print. Email us as soon as possible. Once it's printing, we can't cancel the order.

How refunds work

Refunds go back to your original payment method. Your bank may take up to 10 business days to show it.

Questions

Email support@pawsums.com and we'll get back to you.