Refund policy

Return & Refund Policy

At MemoPaw, many of our products are carefully customized and made specifically for each customer. Because personalized products require design work, materials, and production time, our cancellation and refund policy depends on the stage of your order.

Please read the following policy carefully before placing your order.

Quick Summary

For Custom Made & Premium Custom products:

  • Before preview approval: Full refund with no cancellation fee.
  • After preview approval: A 25% production fee applies if the order has not yet shipped.
  • No response within 48 hours: The preview will be automatically approved and production will begin.
  • After shipment: Custom products can no longer be canceled due to a change of mind or personal preference.

For Ready-to-Ship products:

  • Eligible products may be returned within 30 days of delivery.
  • Returns must meet the conditions listed in this policy.
  • A 25% restocking fee may apply to approved non-quality-related returns.

1. Product Categories

Our products generally fall into the following three categories:

Custom Made
Personalized products made based on your photos, names, text, or other customization details.

Premium Custom
Highly personalized or handcrafted products that may require additional design, artwork, engraving, sculpting, painting, hand-finishing, or extended production time.

Ready-to-Ship
Non-customized products that are already prepared for fulfillment and do not require personalized production.

Different production, cancellation, and return rules may apply depending on the product category.

2. Production & Dispatch Timelines

Production time depends on the product category. The timelines below refer to the time required before dispatch and do not include shipping or delivery time after the order has been sent.

  • Ready-to-Ship products: Typically dispatched within 3 business days.
  • Custom Made products: The first preview is usually sent within 1–2 business days. After preview approval, your custom item will typically be made and dispatched within 1–2 weeks.
  • Premium Custom products: The first preview is usually sent within 1–2 business days. After preview approval, production typically takes 4–5 weeks during regular seasons and 5–6 weeks during peak seasons before dispatch.

Peak seasons generally include periods of higher order volume, such as major holidays and seasonal gifting periods.

If you need your order for a specific date, we strongly recommend ordering as early as possible. The production timeline shown on the individual product page takes priority if it differs from the general timeline listed above.

3. Custom Made & Premium Custom Products

Preview Before Production

For most Custom Made and Premium Custom products, we will send you a preview by email before production begins.

Please make sure the email address provided with your order is correct and regularly checked.

You may review the preview and:

  • Approve the design
  • Request revisions
  • Request cancellation

Before Preview Approval

If you receive your preview and are not satisfied with it, you may request revisions.

If you decide that you no longer wish to proceed with the order before approving the preview, you may cancel your order and receive a full refund with no cancellation fee.

After Preview Approval

Once you approve the preview, we will begin production of your custom product.

Because materials, labor, preparation, and production work may already have been committed at this stage, cancellations requested after preview approval but before shipment will be subject to a 25% production fee.

The remaining 75% of the order amount will be refunded.

48-Hour Preview Confirmation Period

Please review and respond to your preview email within 48 hours of receiving it.

During this period, you may:

  • Approve the preview
  • Request revisions
  • Request cancellation for a full refund

If we do not receive a response within 48 hours, the preview will be considered automatically approved, and your order will proceed to production.

Once the 48-hour period has passed and production has begun, cancellation requests submitted before shipment will be subject to a 25% production fee.

Custom Order Cancellation Summary

Before preview approval:
Full refund with no cancellation fee.

After preview approval:
A 25% production fee applies if the order has not yet shipped.

No response within 48 hours after receiving the preview:
The preview will be automatically approved and production will begin. A 25% production fee will apply to cancellations requested before shipment.

After shipment:
The order can no longer be canceled due to preference changes or a change of mind.

4. Preview Revisions

We want you to feel comfortable with your custom design before production begins.

You may request reasonable revisions to your preview based on the original personalization information submitted with your order.

Revision requests should be submitted before:

  • You approve the preview, or
  • The 48-hour preview confirmation period expires

Once the preview has been approved or automatically approved after 48 hours, production may begin immediately.

At that point, additional changes may no longer be possible.

If production has already begun and a requested change can still be accommodated, additional fees or extra production time may apply depending on the amount of work or materials required.

5. Products That Do Not Require a Preview

Some personalized products may not require a preview before production, especially products involving simple photo printing, text printing, or other straightforward customization.

For these products, production may begin shortly after the order is placed.

If a product page specifically states that no preview is provided, cancellation may only be possible before production begins.

Once production has started, a 25% production fee may apply to cancellations made before shipment.

Please refer to the individual product page for customization and production details.

6. Ready-to-Ship Products

Ready-to-Ship products are non-customized items that do not require personalized production.

These products are typically dispatched within 3 business days.

Orders may be canceled before shipment if fulfillment has not yet begun.

If the order has already shipped, the customer may request a return after delivery in accordance with the return conditions below.

7. Returns for Ready-to-Ship Products

Ready-to-Ship products may be returned within 30 days of delivery.

To qualify for a return, the product must be:

  • Unused
  • Unworn, where applicable
  • Undamaged
  • In its original condition
  • Returned with its original packaging and accessories

For approved returns that are not related to a product defect, damage, or fulfillment error, a 25% restocking fee may be deducted from the refund.

Original shipping fees are generally non-refundable.

Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect.

Returns requested more than 30 days after delivery may not be accepted.

8. Returns for Custom Made & Premium Custom Products

Because Custom Made and Premium Custom products are created specifically for you, they are generally not eligible for return or refund after shipment due to personal preference, change of mind, or dissatisfaction with customization that matches the approved preview.

However, please contact us if:

  • Your item arrives damaged
  • Your item is defective
  • You receive the wrong product
  • The customization is significantly different from the approved preview
  • An error was made by MemoPaw

Please contact us within 48 hours of delivery and provide:

  • Your order number
  • Clear photos of the product
  • Photos of the packaging, if damaged
  • A brief description of the issue

After reviewing the situation, we may offer an appropriate solution, which may include:

  • Replacement
  • Remake
  • Partial refund
  • Full refund

The appropriate solution will depend on the specific issue.

9. Damaged or Defective Items

If your order arrives damaged or defective, please contact us within 48 hours of delivery.

Please do not discard the item or its packaging before contacting us.

We may request photos or videos showing:

  • The damaged item
  • The shipping packaging
  • The shipping label
  • The affected area of the product

Once the issue has been verified, we will work with you to provide an appropriate replacement, remake, or refund.

10. Incorrect Items

If you receive an incorrect product or an item that does not match the customization information confirmed for your order, please contact us within 48 hours of delivery.

We will review the order details and provide an appropriate solution.

If the error was made by MemoPaw, you will not be charged additional production or replacement costs.

11. Customer-Provided Information

Customers are responsible for carefully checking all customization details submitted with their order, including:

  • Names
  • Dates
  • Text
  • Spelling
  • Photos
  • Colors
  • Sizes
  • Pet information
  • Other personalization details

MemoPaw is not responsible for errors resulting from incorrect information submitted by the customer and approved in the final preview.

Please carefully review your preview before approving it.

12. Photo Quality

The quality of a customized product may depend heavily on the quality of the photo provided.

For best results, please provide clear, well-lit, high-resolution photos whenever possible.

If the submitted photo is unsuitable for customization, we may contact you and request another photo.

Differences caused by low-resolution, blurry, dark, cropped, or heavily filtered customer photos are generally not considered product defects.

13. Handmade Product Variations

Some MemoPaw products are handmade or handcrafted.

Minor variations may naturally occur in:

  • Shape
  • Texture
  • Color
  • Brushwork
  • Engraving
  • Stitching
  • Sculpting
  • Placement
  • Material appearance

These small variations are part of the handmade nature of the product and are not normally considered defects.

The finished item may not be completely identical to the digital preview because previews are visual references and screens may display colors differently.

14. Color Differences

Colors may appear slightly different depending on:

  • Screen settings
  • Lighting conditions
  • Photography
  • Printing methods
  • Materials
  • Handmade production

Minor color differences are not considered defects unless the finished product significantly differs from the approved design.

15. Shipping Fees

Original shipping fees are generally non-refundable once an order has shipped.

If a return is approved due to customer preference for an eligible Ready-to-Ship product, the customer is responsible for return shipping costs.

If the return or replacement is required because of an error by MemoPaw, a damaged item, or a defective product, MemoPaw will provide an appropriate solution.

16. Refused or Unclaimed Packages

If a package is refused, left unclaimed, or returned to us because of an incorrect or incomplete shipping address provided by the customer, additional shipping fees may be required for redelivery.

Original shipping charges may not be refundable.

For customized products, the product cost may also be non-refundable once production has been completed.

17. Address Changes

Please contact us as soon as possible if you need to change your shipping address.

We will do our best to update the address before shipment.

Once the package has been shipped, we may not be able to change the delivery address.

MemoPaw is not responsible for delivery issues caused by an incorrect address entered by the customer.

18. Refund Processing

Once a refund has been approved, it will be issued to the original payment method.

Please allow several business days for the refund to appear in your account after it has been processed.

The exact processing time depends on your bank, credit card company, or payment provider.

19. Non-Refundable Situations

Refunds may not be available in the following situations:

  • A customized product has already shipped and matches the approved preview
  • The customer changes their mind after receiving a correctly made customized product
  • Incorrect personalization information was submitted and approved by the customer
  • Minor handmade variations
  • Minor color differences caused by screen or material differences
  • Damage caused after delivery
  • Normal wear and tear
  • Improper use or care
  • A package was delivered correctly but later lost or stolen
  • A return request for an eligible Ready-to-Ship product is submitted outside the return period

This section does not affect refunds or remedies that may be required under applicable consumer protection laws.

20. How to Request a Cancellation, Return, or Refund

To request assistance, please contact MemoPaw and include:

  • Your full name
  • Order number
  • Email address used for the order
  • Reason for the request
  • Photos or videos if the product is damaged, defective, or incorrect

Please contact us before returning any product.

Returns sent without prior authorization may not be accepted.

21. Contact Us

If you have any questions about your order, preview, production timeline, cancellation, return, or refund, please contact us through the contact information listed on our website.

We will review your request and respond as soon as possible.