Refund policy

Custom Order Cancellation

Orders may be canceled before handcrafting begins. Once sculpting or painting has started, the order cannot be canceled because the memorial is being made specifically for your pet.

If an eligible cancellation is approved, any refund will be issued to the original payment method. Processing time depends on the payment provider.

Revisions Before Final Approval

Reasonable revisions within the original request are available before final approval. Paint-only changes usually add about half a day. Changes that require reshaping may add about five days.

Final Review and Automatic Approval

We email the nearly completed memorial to the address provided with your order. If we do not receive a reply within three calendar days, after sending up to two email reminders per day, the current version is considered approved. Reply to our email or contact wagwalkon@gmail.com before the deadline if you need more review time.

Appearance-related changes and free remakes are unavailable after customer approval, automatic approval, or shipment. This does not limit the separate protections below for verified transit damage, an incorrect item, or a confirmed production issue.

Returns and Change-of-Mind Refunds

Because each memorial is individually hand-sculpted and hand-painted from the customer's photos and instructions, we cannot accept returns or provide refunds for change of mind after handcrafting has begun.

Transit Damage

If your memorial arrives damaged, contact us within three calendar days of delivery. Please include clear photos of:

  • The outside of the package
  • The shipping label
  • The protective packing materials
  • The damaged memorial

After we verify transit damage, we will remake and reship the memorial at no additional cost.

Incorrect Item or Production Issue

If you receive the wrong item or believe there is a production issue, contact us promptly with your order number and clear photos. We will review the details and work with you on an appropriate resolution.

Contact

Email wagwalkon@gmail.com with your order number and relevant photos. This is the only customer-service email used for order and policy questions.