Returns & Order Issues
ORDER SUPPORT
Returns & Order Issues
Because every PetU Studio product is personalized, standard returns are not accepted for changes of mind, preference changes, or details accurately produced from the Final Production Proof.
WE ARE HERE TO HELP
If there is a problem with your order
We are happy to help if:
- Your item arrives damaged
- Your product has a printing or manufacturing issue
- You receive the wrong item
- You receive the wrong artwork, model, size, quantity, or personalization because of a PetU Studio error
- An item is missing
- The finished product is materially different from the Final Production Proof
START HERE
What to do
Please contact us as soon as possible after receiving your order so we can review the issue promptly.
Please include:
- Order number
- Photos of the product
- Photos of packaging if relevant
HOW WE WILL HELP
Resolution
Depending on the situation, we may provide a replacement or a refund when replacement is not available.
Replacement is our preferred solution whenever possible.
Proof Approval & Cancellation Policy
Final Production Proof means the latest digital proof that you explicitly approved or that was considered approved after the disclosed 72-hour review window.
You will receive the latest proof by email with an exact review deadline and time zone. During the 72-hour review window, production waits for your explicit approval. PetU Studio will send multiple email reminders and, where available and permitted, SMS reminders if you have opted in.
If we do not receive an approval, decline, revision request, question, proof-access report, request for more time, or hold request by the stated deadline, the latest proof will be considered approved and may enter production.
A qualifying response received before the deadline stops deemed approval. If a revised proof is sent, a new 72-hour review window begins for that version.
Customer Responsibility
Customers are responsible for:
- Incorrect phone model selection
- Incorrect names or personalization details
- Incorrect product selection
Order Cancellation
Before artwork proof is sentFree cancellation.
After the first proof is sent but before explicit or deemed approvalA 30% cancellation fee applies to the affected custom product subtotal.
After explicit approvalProduction may begin and cancellation is no longer available.
After deemed approvalWhen the disclosed 72-hour deadline passes without a qualifying response, production may begin and cancellation is no longer available.
After shipmentOrders cannot be cancelled.
Contact
Questions about your order?
Emailpetu202505@gmail.com
Response time24–48 hours
Customer serviceMonday–Friday
8:00 AM–5:00 PM Eastern Time