REGULAR PRODUCTS RETURNS
All regular products are covered by our 14-day return policy, which means you can request a return within 14 days of the delivery service marking your item as 'Delivered'. Please note that customers are responsible for the cost of shipping returns to us.
To be eligible for a return, the item must be in its original packaging, with tags attached, and in unworn or unused condition, free of pet hair. You’ll also need the receipt or proof of purchase. Please note, free gift items are excluded from alterations, and must be returned with the qualifying product to receive a full refund.
To initiate a return, simply contact our dedicated Customer Service team at love@craftycritterscreations.com. If your return is accepted, we’ll provide you with a return shipping label and detailed instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
If you purchase two or more items, you can apply for a partial refund/return. Please specify the amount of the refund/return when you contact us.
CUSTOM PRODUCTS RETURNS
Due to the personalized nature of the products we create at Crafty Critters Creations, we cannot offer returns. Your artwork is designed with care and is entirely personal to you and your pet.
If you are unhappy with your final product, please get in touch with us. Customer satisfaction is one of our core values, and we always strive to ensure you are pleased with your final masterpiece.
If you received the wrong product, incorrect size or print, or your product was damaged in transit, we will replace it without question. Please notify us within 48 hours of receiving your order in such cases.
If you have recently placed an order and changed your mind, you can cancel your order within 48 hours for a full refund before it enters production status. Simply contact us at love@craftycritterscreations.com. If 48 hours have passed, cancellations will not be approved, as our artists often begin work as soon as you place your order. If your artwork has already been created and you request to cancel, we will charge an 80% fee to cover the artwork costs for your order.
Please be aware that we use the photo you uploaded with your order to create your artwork. If you do not follow our Photo Guide, we cannot offer any solution. It is your responsibility to submit a high-quality photo that adheres to our submission guidelines. Low-quality photos will result in low-quality artwork. You may add notes to your orders if you have special requests. However, we cannot guarantee that all requests will be fulfilled, such as editing a photo to close or open a mouth, add a smile, etc. We can, however, remove red-eye, edit eye color, and accommodate similar requests.
Please note that all examples on our site were created from high-quality, high-resolution photos. Blurry, low-quality photos will not allow our design team to produce the high-quality finish you see on our site.
NON-REFUNDABLE ITEMS
Products excluded from refunds include: Portraits and Bracelets. For international orders, shipping, duties/taxes, and rush fees will not be refundable.
If your item is eligible for a return, your refund will be processed within 5-7 business days of receipt. You will receive an email confirmation once the item(s) has been received and the refund has been issued. Please allow an additional 3-5 business days for bank processing time.
If you haven’t received your refund yet, first check with your bank or credit card company. It may take some time before your refund is posted, typically 3-5 business days. If you’ve taken these steps and still have not received your refund, please contact us at love@craftycritterscreations.com.
OTHER
If you have any other questions regarding your order, please contact our dedicated Customer Service team at love@craftycritterscreations.com. You will receive a reply within one business day. Our working hours are from Monday 9:30 AM to Friday 6:30 PM (CST).