Refund policy

Thank you for shopping at Dogwhoo! We strive to provide unique, high-quality personalized items and supplies for you and your beloved pets. Please read the guidelines below carefully.

1. Customized & Personalized Items 
*Applicable to: Memorial Pillows, Handmade Pet Charms/Jewelry, and any product made-to-order with your pet's photo or custom details.*
🚫 Non-Returnable / Non-Exchangeable
Because these items are uniquely handcrafted or printed based on your specific request, **we cannot accept returns, exchanges, or issue refunds for change of mind, incorrect size selection, or customer error** once production has begun.
⚠️ Exceptions for Replacement or Refund
We will gladly replace the item or issue a full refund entirely at our expense if the product arrives with any of the following issues:
 Manufacturing Defects: Structural damage to ceramic items, broken jewelry clasps, or faulty zipper tracks on pillows.
 Printing/Handcrafting Errors: The printed photo, text, or design does not match the specifications or photos you successfully submitted.
 Shipping Damage: The item arrived broken, torn, or severely damaged during transit.
> **How to Claim for Custom Items:**
> You must contact us within 7 days of delivery at service@dogwhoo.com. Please include your Order Number, a clear description of the issue, and **high-resolution photos/videos** showing the defect or damage.

2. Standard Non-Customized Items(This product has not yet been launched in our store)
Applicable to: Standard ready-to-ship pet toys, apparel, accessories, or other non-personalized products.
We want you and your pet to love your purchase. If you are not completely satisfied, you can return or exchange standard items under the following conditions:
 Return Window: You must initiate the return within 14 days of receiving your package.
 Product Condition: Items must be unworn, unwashed, unused, free of pet hair/odor, and in their original packaging with all tags attached. For hygienic reasons, items that show signs of pet use cannot be accepted.
 Return Shipping Fees:
   * If the return is due to customer preference (e.g., changed mind, wrong color/size ordered), the customer is responsible for return shipping costs.
   * If the return is due to our error (wrong item sent, defective product), we will provide a prepaid shipping label.

3. The Cancellation Window 
 Customized Items: You can cancel your order within 2 hours of placement for a full refund. After 2 hours, our design and production process begins, and we can no longer cancel or refund the order.
 Standard Items: You can cancel any standard item order anytime before it ships. Once a tracking number is generated, the order must be processed as a standard return.

 4. Refund Process 
Once your return is received and inspected by our warehouse:
 1. We will send you an email notifying you that we have received your returned item and whether your refund is approved or rejected based on its condition.
 2. If approved, your refund will be processed automatically back to your original method of payment (Shopify Payments, PayPal, Credit Card, etc.).
 3. Timeline: Refunds typically take 5–10 business days to reflect in your account, depending on your bank or card issuer.

5. Need Assistance? 
If you have any questions regarding your order, customization alignment, or return eligibility, please don't hesitate to reach out to our dedicated support team:
 * 📩 Email: service@dogwhoo.com
 * 🕒 Business Hours: Monday – Friday, 9:00 AM – 6:00 PM (GMT+8)