At PetLoveMark, every personalized product is made with care to celebrate the special bond between pets and their families. Because many of our items are custom-made specifically for each customer, please review our return and exchange policy carefully before placing your order.
Personalized Products
Because all personalized products are custom-made specifically for each customer, we generally do not accept returns or exchanges for change-of-mind purchases.
This includes, but is not limited to:
· Personalized pet portraits
· Custom pet memorial gifts
· Personalized pet necklaces
· Custom home decor items
· Any product made with your uploaded photo, name, text, or personalization details
Please review all photos, names, text, and customization details carefully before submitting your order.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or different from what you ordered, please contact us within 30 days of delivery.
We will gladly provide a replacement or another suitable solution after reviewing your case.
When contacting us, please include:
· Your order number
· A clear photo of the damaged, defective, or incorrect item
· A photo of the packaging, if applicable
· A brief description of the issue
This helps our support team review your request quickly and provide the best possible solution.
Low-Quality Photo Issues
Our team reviews every submitted photo before production.
If your uploaded image is not suitable for creating the best possible product, we will contact you and request a replacement photo before production begins.
If we do not receive a replacement photo in time, production may be delayed.
Slight Product Variations
Because every item is custom-made, slight variations in color, size, printing, and material appearance may occur.
These minor differences are normal and do not affect the overall quality of your product. They are not considered defects and are not eligible for return or exchange.
Order Changes & Cancellations
Orders may be canceled or modified before production begins.
Most orders enter production within 24 hours after purchase. If you need to change your photo, text, personalization details, or cancel your order, please contact us as soon as possible.
Once production begins, we are unable to cancel, modify, or refund personalized orders, as each item is custom-made specifically for you.
Non-Personalized Products
For non-personalized products, please contact our support team if you have an issue with your order.
Non-personalized products will be shipped within 3 business days. If your item arrives damaged, defective, or incorrect, please contact us within 30 days of delivery so we can assist you.
Lost or Undeliverable Packages
If your package appears lost in transit or cannot be delivered, please contact us immediately.
We will work with the shipping carrier to investigate and provide an appropriate solution, including a replacement when applicable.
Refunds
Refunds are not available for personalized products once production has started.
If your order qualifies for a refund due to damage, defect, or an incorrect item, our support team will review your request and provide an appropriate solution.
Customer Satisfaction
Customer satisfaction is extremely important to us.
If you experience any issue with your order, please contact our support team. We will do our best to make things right.
Contact Us
If you have any questions about returns, exchanges, cancellations, or your order, please contact us:
Email: support@petlovemark.com
Phone: +1 (702) 913-6692
We typically respond to all inquiries within 12–24 business hours.
