ORDERS & RETURNS

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.

 ARTWORK

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.

• If you submit more than one photo per pet our artists will select which photo to include on your PetPoncho.
• If there is a problem with the photo(s) you submit our team will email you, if we are unable to reach you and do not get a response within one week we will proceed using our best judgement. 
• For best results please follow our Photo Guidelines when selecting a photo to upload. 

SHIPPING & DELIVERY

Estimated shipping time is as follows:

Please note that estimated shipping timelines follow the production estimates. Delivery estimates are not guaranteed.

The customer is responsible for any applicable customs fees, import duties, or taxes. These fees may be collected at the time of delivery by the carrier. 

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.