Our Policies
ORDERS & RETURNS |
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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. Returns 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. |
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ARTWORK |
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Order Proofs 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. Artwork Policy 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.
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SHIPPING & DELIVERY |
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Standard Shipping Estimates
Estimated shipping time is as follows:
Please note that estimated shipping timelines follow the production estimates. 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. Delivery Address 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. Delivery Claims 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. |