Changes / Cancellations
If you need to make changes to or cancel your order please contact us within 12 hours of placing your order. After this time your order has already gone into production by our team and we can not make any further changes.
Please be advised that My PetPoncho operates a no returns policy due to the customized nature of our products.
Defective / Incorrect Product
If you received a defective or incorrect item send us an email. We will be sure to send you a replacement as soon as possible.
Due to our quick turn around time we do not provide artwork proofs. However, you may request one by emailing us within 12 hours of placing your order. Requests for a proof slow down your production timeline by a few business days.
We work hard to capture your pet's personality. Please remember that this is an artist rendering of your pet based on the photo you submit, and because of this we do not accept returns/refunds if the art is not done to your preference. For best results please follow our Photo Guidelines when selecting a photo to upload.
Estimated shipping time is as follows:
Please note that it takes approximately 3-4 weeks to receive your order, 5-7 business days in production followed by 8-15 business days shipping. Due to the ongoing impacts of the Covid-19 pandemic and increased volume this holiday season our shipping carriers may experience delays that are out of our control. Delivery estimates are not guaranteed.
Lost / Delayed Packages
If your order does not arrive within the estimated delivery timeframe please email us. Any lost packages will be reshipped as soon as possible.
It is important to ensure the delivery address you enter at checkout is 100% correct. My PetPoncho takes no responsibility for packages delivered to an incorrect address provided by the customer. If you need to update your address please contact us within 12 hours of placing your order.
Customer Pick Up Responsibility
If the shipping carrier is unable to deliver your package it will be available for pickup at your local depot. It is your responsibility to pick up the package within a reasonable timeframe otherwise the parcel may be returned or destroyed by the shipping company.
If you are experiencing a delivery issue or your tracking information states delivered and you have not received it please contact us to file a claim. We will assist you in working with the carrier to complete the claims process.