At My Dog My Joy, we create custom-made products tailored to your order, meaning they cannot be restocked. As such, we do not offer refunds or cancellations after your order has been sent to production.
Cancellation Policy
- If a cancellation is requested after a design mockup has been sent, a $10 cancellation fee per design will apply to cover the work already completed.
- Cancellation or modification after the final revision is not guaranteed.
Non-Returnable Items
Due to the custom nature of our products, we cannot accept returns or exchanges for:
- Change of mind
- Items ordered in error (e.g., wrong quantity, design, or variant selected)
- Exchanges for alternative designs, products, or sizes
- Unwanted items
- Items that are not as expected
Damaged or Defective Items
Our policy applies only to items that are damaged or have manufacturing defects.
How to Report a Damaged or Defective Item:
- Email us with the subject line: “Return: Damaged or Defective Item [Order #]”.
- Include a clear photograph of the issue.
- Once your claim is reviewed and approved, we will replace the item promptly.
Important Timelines:
- Transit Damage: Notify us within 5 business days of receiving the item(s).
- Manufacturing Defects: Contact us within 21 days of receiving the item(s).
Refunds
- Refunds or cancellations are only issued for defective or damaged items.
- If your order contains multiple items, only the defective portion will be refunded or replaced.
- Shipping fees are non-refundable once an item has shipped.
Responsibility for Lost or Misdelivered Packages
- We are not responsible for lost packages or those marked as delivered but not received.
- Contact your local delivery service or post office before reaching out to us. We will do our best to assist.
Key Notes:
- All sales are final.
- No refunds or cancellations for orders using coupons, unless the product is damaged or defective.
- Unsuccessful deliveries due to incorrect shipping addresses, customer unavailability, or loss in insecure delivery locations (as confirmed by the carrier) are not eligible for return, refund, or exchange.
Thank you for understanding our policies as we strive to deliver high-quality, personalized products. For any inquiries, feel free to contact us.