Returns & Exchanges Policy

Last updated: October 29, 2026

Personalized does not mean “stuck with it”. If your Pawsomely gift is not what you hoped for, you can send it back within 60 days of delivery, for any reason, and we send you a free return label, even if you simply changed your mind. This page explains the return and exchange process step by step: what to do, what we do and how long each part takes. How the money comes back to you is covered separately in our Refund Policy.

1. The 60-day window, explained

Your 60 days start on the day the carrier marks your parcel as delivered. To use the window, contact us within those 60 days. You do not need to have the item back with us by day 60; you just need to let us know. After we approve the return, please send the item within 14 days so it does not get lost in the shuffle of daily life.

For a gift that was shipped straight to someone else, the window starts when the recipient received it. The person who placed the order, or the recipient with the order number, can start the return.

2. What you can return

Every product we sell can be returned: ornaments, doormats, mugs, blankets, keepsakes and memorial gifts. Yes, that includes items with your pet’s name or photo on them. We know personalized gifts are a leap of faith, and we would rather you feel confident ordering than worry about the “what ifs”.

Please send items back in the condition you received them, as far as you reasonably can. A mug that has been used for a week of morning coffee is still returnable; a doormat that has spent a month on a muddy porch should be shaken out first. We do not charge restocking fees. Returned personalized items are never resold to another customer.

3. How to start a return or exchange

1. Email us. Write to support@pawsomely.shop or use the Submit Ticket page. Include your order number, which item you want to return, and whether you would like a refund or an exchange.
2. Tell us why (optional, but helpful). “Changed my mind” is a perfectly fine answer. If something is wrong with the item, add a photo.
3. Get your label. We reply within 24 hours on business days with your return approval, the return address and a prepaid return label.
4. Pack and send. Pack the item securely, attach the label and drop it off with the carrier named on the label. Keep the drop-off receipt.
5. We check it in. When your return arrives, we confirm by email and complete your refund or start making your exchange item.

Please do not send items back without contacting us first. Returns that arrive without an order number or approval take much longer to match to the right customer.

4. Who pays for return shipping

We do. Return postage is free for every approved return within the 60-day window. That covers change-of-mind returns, size or option swaps, and of course anything that arrived damaged, defective or not as ordered. If, for some reason, we cannot issue a label for your location, we tell you which service to use and reimburse the reasonable cost when you send us the receipt.

5. Exchanges for a different size, option or design

Ordered the small blanket and realised the sofa needs the large one? Want the 15 oz mug instead of the 11 oz? Changed your mind about the ornament style? Ask for an exchange. Tell us the new item or option and confirm the personalization you want on it, exactly as it should appear. We make the new item once your return is on its way to us, and ship it to you free of charge.

If the new item costs more, we send you a payment request for the difference before we make it. If it costs less, we refund the difference to your original payment method within 7 days of receiving your return. If the option you want is no longer available, we offer a refund or store credit instead. Store credit never expires.

Not sure which size to choose for the exchange? Our Size Guide explains how to measure a sofa, pet bed or doorway before choosing.

6. Damaged, defective or incorrect items

If your gift arrives broken, faulty, with a spelling that does not match your order notes, or simply the wrong item, we put it right at no cost. Email us within 60 days of delivery with your order number and a clear photo of the problem (and of the outer box if the damage happened in transit). We remake the item with the correct personalization, or refund it if you prefer. In most cases you can keep or recycle the damaged item; we only ask for it back if we need it to investigate a production fault, and then the return label is free.

One important note on spelling: because we do not send a proof before production, we print the names and dates exactly as written in your order notes. If the order notes said “Bisquit” and that is what arrived, it is a change-of-mind return or exchange rather than an error on our side. It is still covered by the 60-day window and the free label, so you are never stuck.

7. What happens after your return arrives

We check returns in as soon as they arrive and email you to confirm. For a refund, the money is issued within 7 days of receiving your return. For an exchange, your new item is already in production or on its way. If we notice a problem with the returned parcel, for example it arrived empty or with a different item inside, we contact you before making any decision.

8. If your order has not shipped yet

If you change your mind within 24 hours of ordering, you can usually cancel or edit the order before we start production, with no return needed at all. Email us as quickly as possible. The details are on our Cancel or Change an Order page.

9. Returns from Canada, Australia and New Zealand

The 60-day window and the free return label apply to every country we ship to. International returns can take longer to travel back to us, so please send the item soon after approval and keep your drop-off receipt. If customs on the return journey asks for paperwork, tell us and we will provide what is needed. Import duties paid on the original delivery are charged by the destination country and are generally outside our control; where a refund of those duties is possible, the customs authority handles it.

10. Gifts and memorial items

If you received a Pawsomely gift and would like a different size or option, the recipient can contact us with the order number, and we will arrange an exchange without telling the giver unless you want us to. For memorial pieces, we understand that returns can be emotional. If a memorial item does not feel right, you can write to us in your own words; there is no form to fill in and no pressure. We will make the process as quiet and simple as possible.

11. Packing your return, item by item

A well-packed return arrives faster and keeps the process simple. You can reuse the box or mailer your order came in, or any sturdy packaging you have at home. A few tips for our main product types:

• Ornaments: wrap each ornament in paper or bubble wrap, fill the gaps in the box so nothing rattles, and keep any ribbon or hanger with the ornament.
• Mugs: stuff the inside with crumpled paper, wrap the outside, and use a box with at least a little padding on every side. Mugs are the item most likely to chip on the way back if packed loosely.
• Blankets: fold the blanket, put it in a plastic bag to keep it dry, then into a mailer or box. Wash it first only if it has been used; pet hair is fine, we are pet people.
• Doormats: shake or vacuum the mat, let it dry fully, and roll or lay it flat in a large mailer. Do not fold rubber-backed mats sharply.
• Keepsakes and memorial pieces: wrap them like you would a framed photo, with padding on the corners and the front surface protected.

Write your order number on a slip of paper and put it inside the parcel. That small step makes sure your return is matched to your order on the day it arrives.

12. Common return situations

“I ordered two mugs but only want to keep one.”

That is a partial return, and it works the same way. Tell us which mug you are sending back; you get a free label for that one item and a refund for it within 7 days of receiving it.

“The blanket is lovely, but it is too small for our bed.”

Ask for an exchange to a larger size. We confirm the personalization with you, make the new blanket and ship it free while the small one travels back on a free label. If the larger size costs more, we ask you for the difference first.

“We have adopted a second cat since I ordered the doormat.”

Congratulations! You can return the original doormat within 60 days and order a new design with both names. If you prefer, ask us for an exchange and list both names in your email.

“The parcel was marked delivered but it is not here.”

That is not a return; it is a delivery problem. Our Shipping & Delivery page explains how we investigate and replace or refund lost parcels.

“I received a Pawsomely gift and do not need it.”

The recipient can return it with the order number, and the refund goes to the original payment method of the person who ordered, or we can offer store credit to the recipient if the giver agrees.

13. What we cannot accept

We can only accept items that were bought on pawsomely.shop. Please do not send us products bought from other shops, even if they look similar. We also cannot accept a return after the 60-day window has closed, unless you contacted us within the window and we agreed on a later send date. If you are close to the deadline, just email us; a short message is enough to secure your place.

14. Need help with a return?

Write to support@pawsomely.shop, open a ticket on the Submit Ticket page or look for quick answers in the FAQs. We reply within 24 hours on business days. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.