Refund Policy

Last updated: August 27, 2026

Every VIPpaw product is custom-made using the photos, text and customization details submitted with the order. Please review all information and previews carefully before completing checkout.

This policy does not limit any rights or remedies that cannot be excluded under applicable consumer law.

1. Order Cancellations

You may request cancellation by emailing hello@vippaw.com as soon as possible and including your order number.

An order may be cancelled for a full refund only if production has not started.

Production is considered to have started when any of the following has occurred:

Your photos or customization files have entered artwork preparation or production processing.
A print-ready or manufacturing file has been created or sent to a production partner.
Printing, engraving, cutting, assembly or another physical production step has begun.

The order status displayed in your account does not by itself determine whether production has started. Our written confirmation after checking the order with the production team will determine whether cancellation is still possible.

Once production has started, the order cannot normally be cancelled or refunded for a change of mind because it has been made specifically for you.

2. Problems Eligible for a Remedy

Please contact us if:

The item arrives damaged or defective.
You receive an item different from the one ordered.
The printed or produced result materially differs from the photo, text or customization information you submitted or approved.
Part of your order is missing.
The shipment is confirmed lost or meets the lost-package conditions below.

Normal differences caused by screen settings, material texture, printing processes or reasonable color and positioning tolerances are not considered defects.

3. Reprints and Refunds for Defective Items

For an eligible damaged, defective, incorrect or materially misprinted item, our normal first remedy is a free replacement or reprint.

We may instead issue a full or partial refund when:

A replacement cannot reasonably be produced.
The relevant product or material is no longer available.
A replacement would cause an unreasonable delay.
A replacement has already been attempted and the same qualifying problem remains.
A refund is otherwise required by applicable law.

You do not need to pay additional product or standard shipping charges for an approved replacement.

Depending on the issue, we may ask you to retain the item, provide additional photographs or return it using the instructions we provide.

4. How to Report a Problem

Email hello@vippaw.com within 14 calendar days after delivery and include:

Your order number.
A description of the problem.
Clear photographs of the item.
Photographs of the packaging and shipping label, where relevant.
Any other information reasonably needed to assess the claim.

Please keep the item and its packaging until we confirm whether they are needed. Disposing of them before the claim is reviewed may prevent us or the carrier from verifying the issue.

We normally respond within 3 business days. Additional time may be required if we need information from the carrier or production partner.

5. Lost Packages and Tracking Delays

A short period without a tracking update does not necessarily mean that a shipment is lost.

Please contact us when either:

Tracking has shown no new carrier scan for 15 consecutive calendar days after carrier acceptance; or
The shipment is more than 10 calendar days beyond the latest estimated delivery date.

We will open an investigation with the carrier. A shipment will be treated as lost when the carrier confirms the loss or when the investigation and tracking history reasonably indicate that delivery is no longer expected.

For an eligible lost shipment, we will normally offer a free replacement. A refund may be offered when a replacement is unavailable, would cause an unreasonable delay, or is otherwise required by applicable law.

We are not responsible for delays or failed delivery caused by an incorrect or incomplete address supplied by the customer. If an address correction or reshipment is possible, additional carrier or shipping charges may apply.

6. Returns and Return Shipping

Because VIPpaw products are personalized, we do not generally accept returns for change of mind, incorrect size or option selection, or dissatisfaction arising from customer-supplied photos or text.

Do not return an item without contacting us first. Approved returns must be sent to the return address provided in our written return authorization. The correct address may depend on the product and production partner, so returns sent to another address may not be received or processed.

For an approved return caused by our error, a qualifying defect or an incorrect item:

We will provide a prepaid return label or reimburse reasonable standard return postage when a label is unavailable.
Expedited, upgraded or unauthorized shipping costs will not be reimbursed unless agreed in writing.

If we exceptionally approve a non-defective return, the customer is responsible for return shipping and any customs charges, and the original shipping charge is not refundable unless required by law.

7. Customer-Supplied Photos, Text and Spelling

You are responsible for checking the photos, names, dates, spelling, capitalization, punctuation, size, color, product option and delivery address submitted with your order.

Where a preview is displayed or provided, approval means that you have checked and accepted the visible customization details.

We do not provide a refund or free reprint for:

Spelling, dates, names or other text entered incorrectly by the customer.
An incorrect photo or customization option selected by the customer.
Cropping, resolution or image-quality problems visible in an approved preview.
Low-quality, blurry, dark or unsuitable source images supplied by the customer.

If the finished item does not match the text, photo or customization details you submitted or approved because of an error made by VIPpaw or its production partner, we will provide the remedies described in Section 3.

If you notice a customer-submitted error before production starts, contact us immediately. We will try to correct it, but changes cannot be guaranteed once production processing has begun.

8. Refund Method and Processing Time

Approved refunds are issued to the original payment method used for the order.

We normally initiate an approved refund within 5–10 business days after approval or, where a return is required, after the returned item has been received and inspected.

Your bank, card issuer, PayPal or other payment provider may require additional time to display the refund. We cannot control their processing time.

Refunds are issued in the original transaction currency and for the approved amount received by us. Exchange-rate movements, foreign transaction charges, conversion charges and fees imposed by your bank or payment provider may cause the amount shown in your account to differ from the original converted amount. These third-party differences and fees are not refundable by VIPpaw.

Original expedited shipping charges are not refundable unless the refund results from our error or applicable law requires otherwise.

9. Items Not Normally Eligible

Unless required by applicable law, refunds, replacements and returns are not normally available for:

A change of mind after production has started.
Customer-selected sizing, color or product options.
Customer-submitted spelling or customization errors.
Low-quality or unsuitable source photographs.
Reasonable color, texture, cropping or positioning variations inherent in custom production.
Normal wear, accidental damage, misuse or improper care after delivery.
Delivery problems caused by an incorrect or incomplete address provided with the order.

10. Contact

For cancellations, replacements, lost-package claims or refund requests, contact:

Email: hello@vippaw.com
Website: https://vippaw.store

Please include your order number in all requests.

Still need help? hello@vippaw.com · Back to shop