Returns & Refunds
One Heart, Two Paws items are personalized and made to order, so our policy focuses on what went wrong rather than a change of mind.
Damaged, misprinted, or wrong item
If your item arrives damaged, misprinted, or is the wrong item, contact us within 30 days of delivery with a photo that shows the problem. We will offer one free reprint or a full refund. You do not need to return the damaged item.
Change of mind
Personalized items generally cannot be returned because you changed your mind. Before you pay, you must review and approve the exact product preview; that approved layout is what we produce.
Cancellation and address changes
While your order is still being prepared (before it is submitted to production), you can cancel for a full refund or update your US shipping address. Once production starts, changes usually cannot be honored, so please double-check your address at checkout.
Lost packages
If your order has not arrived within 30 calendar days of shipping and the address was correct, we treat it as lost and will offer one free reprint or a full refund.
No partial refunds
We do not issue partial refunds. Any refund goes back to your original payment method.
Email xzsjoy@gmail.com with your order number for any refund or reprint request. We respond within 2 business days.