Refund policy
Effective date: October 8, 2026
Last updated: October 8, 2026
Every item at The Paw Porch is made to order and printed just for you after you buy it. Because of that, we can't accept returns or exchanges for change-of-mind reasons. If something is wrong with your order, though, we will make it right.
Order Cancellations and Changes
Production usually starts soon after you order. If you need to cancel or change your order (including your shipping address), email us at thepawporch@use.startmail.com within 12 hours of placing it. If production hasn't started, we'll cancel or update the order. Once production has started, we can't cancel or change it.
What We Will Replace or Refund
If you contact us within 30 days of the delivery date with photos, we will replace your item or refund you for any of these problems:
- Misprint: the print is missing, incomplete, smeared, peeling on arrival, noticeably off-center or crooked beyond normal variation, or shows the wrong design.
- Wrong item: you got a different product, size, or color than the one shown on your order confirmation.
- Damaged in shipping: the item arrived torn, stained, or otherwise damaged.
- Manufacturing defect: for example, holes, broken seams, or other flaws in the product itself.
What Isn't Eligible
To keep made-to-order prices fair, we can't offer refunds, returns, or exchanges for:
- changing your mind or no longer wanting the item;
- ordering the wrong size, color, or style (please check the size chart on each product page before you order);
- spelling, wording, or other mistakes in personalization text or images you provided;
- small color differences from what you saw on your screen, or small variations in print placement that are normal for made-to-order printing (see our Terms of Service);
- damage from washing, drying, or care that doesn't follow the care instructions;
- normal wear and tear;
- damage that happens after delivery, including damage caused by pets (for example, chewing or scratching);
- problems reported more than 30 days after delivery.
How to Request a Replacement or Refund
Email thepawporch@use.startmail.com within 30 days of delivery and include:
- your order number;
- a short description of the problem;
- clear photos of the item showing the problem (for prints, include one photo of the whole design and one close-up); and
- for shipping damage, a photo of the package and shipping label if you still have them.
We may ask for more information or photos to process your request.
How We Resolve Approved Requests
Once we approve a request, we will send a free replacement of the same item or refund you to your original payment method, at our discretion. If a replacement isn't available, we'll refund you. Usually you won't need to send the item back. If we do need it, we'll tell you how to return it and cover the return shipping.
Refund Timing
Approved refunds are processed within 5 business days. Your bank or card issuer may take another 5–10 business days to post the refund to your account. If your whole order is refunded because of our error, we'll refund the original shipping charge too.
Please Don't Mail Items Back Without Contacting Us
Our products are made and shipped by production partners, so the return address on your package may not be ours. Items mailed back without our approval can't be processed or refunded.
Lost or Undelivered Packages
See our Shipping Policy for what to do if a package is lost, delayed, or returned to sender.
Chargebacks
If there's a problem with your order, please contact us first. We'll work quickly to fix it, and filing a payment dispute first can slow things down.
Your Legal Rights
Nothing in this policy limits any rights you may have under applicable consumer protection law.
Contact
Email: thepawporch@use.startmail.com
Mailing address: 2052 Eagles Ridge Drive, Weatherford, TX 76087