REFUNDS & RETURNS
Refund & Return Policy
Last updated: August 10, 2026
Every Wall & Wag portrait is made to order from your photo, so this policy works differently from an off-the-shelf product. The short version: you see your artwork before you pay anything, personalized items can't be resold and so aren't returnable, but if something arrives damaged or we got it wrong, we fix it at our cost.
1. You preview before you buy
Creating previews is free. You choose the artwork you want after seeing it, and payment happens only at checkout. Because of this, we do not offer refunds simply because you changed your mind about a style you already approved.
2. Cancelling an order
We review every portrait before it goes to print. You can cancel for a full refund any time before your order enters production — in practice, that is usually within a few hours of ordering, and we will confirm by email. Email support@wallandwag.com with your order number (it looks like WW-1A2B3C4D).
Once printing has started, the order can no longer be cancelled, because a personalized print has no resale value.
3. Personalized prints are not returnable
Printed portraits are custom-made with your pet and, in many cases, your pet's name. Under New York law, personalized goods are exempt from general return rights, so we cannot accept returns or exchanges for change of mind, a different size, or a different style after production.
4. Damaged, defective or incorrect orders — we reprint free
If your order arrives damaged, has a printing defect, or is not what you ordered, we will reprint and reship it at no cost to you, or issue a full refund if you prefer.
To make this quick, please contact us within 14 days of delivery with:
- your order number,
- a photo of the item as it arrived, and
- a photo of the packaging if the damage happened in transit.
You do not need to ship the damaged item back unless we specifically ask.
5. Digital files
Digital downloads are delivered immediately after payment and cannot be returned once the download link has been issued. If a file fails to download or arrives corrupted, contact us and we will re-issue it.
6. Shipping costs
Shipping is charged at the live carrier rate and is passed through to the carrier, so it is not refundable on cancelled-after-shipping orders. If we are at fault (damage or a mistake on our side), we cover return and replacement shipping in full.
If a package is returned to us because the address was wrong or nobody collected it, we will contact you. Reshipping requires a new shipping charge.
7. Lost packages
Every shipped order has tracking. If tracking shows no movement for an unusual length of time, or the carrier marks the package delivered but you never received it, tell us — we will open a carrier claim and make it right.
8. Promotional discounts
Refunds are issued for the amount actually paid. Promotional discounts are not refunded as cash and are not reinstated after a refund. Shipping charges are never discounted by promo codes.
9. How to reach us
Email support@wallandwag.com and include your order number. We aim to reply within two business days.
Refunds are returned to the original payment method through Stripe. Depending on your bank, the money usually appears within 5–10 business days.