Terms & Conditions

Thank you for shopping small with us at Pet Friends Co! We pour our hearts into creating beautiful, one of a kind embroidery just for you.

No Refunds or Cancellations:

  • Once your order is placed, our artists get to work right away! We can't provide refunds or cancellations within 24 hours or if the artwork is already done.

Custom Items:

  • Each product is lovingly custom-made, so we cannot offer refunds for any reason other than your order was damaged during shipment. 

Revisions:

  • Each photo comes with UNLIMITED revisions. 

Starting Over:

  • Want to change the picture? There's a $30 fee, but we'll make sure it's just right for you.

Picture Guidelines:

  • For the best results, send us a clear picture with good lighting. We use one picture per order and will choose the best one if multiple are uploaded. The angle, expression, and colors in photo will be recreated with embroidery.
  • Our artists essentially trace the photo you upload with thread in our digitizing software, so what you send is what you get.

Shipping Protection:

  • Add shipping protection during checkout to keep your order safe in case of any mailing mishaps.

Lost or Damaged Products:

  • Unless you request rush shipping, all orders are sent with USPS which comes with a $100 insurance per package. So rest assured if USPS messes up, we'll send you a replacement.

Proof Approval:

  • Approve your proof within 7 days. After that, it's auto-approved and sent to production. Once in production, no changes can be made.

Returns and Exchanges:

  • Since our items are fully customized with love, we do not offer returns or exchanges.

Size Chart:

  • Refer to our size chart for the perfect fit. We're not responsible for incorrect size choices.

Order Processing Times:

  • Processing times vary. Delivery can range from 2 to 4 weeks, depending on order volume and when we receive full payment.

Shipping Costs:

  • Free shipping on all orders in the continental USA

Promo Codes:

  • If you place your order without a promo or discount code, we cannot refund the difference.

Artwork Proofs:

  • Expect an artwork proof within 2-4 business days via email. Check your spam folder and approve within 7 days to keep things moving! Our art team is expanding and we do our best to get proofs out within 48-72 hours, however if you order multiply products, there might be a delay

Damaged Orders:

  • If your order arrives damaged, email hello@petfriendsco.com with your order number and a photo of the item's condition.

Cancellations:

  • Email hello@petfriendsco.com within 24 hours of placing your order to cancel or change it. After 24 hours, we can't cancel your order.
  • We cannot cancel orders if you dislike the proof, each proof takes 5 hours to complete by out art team which charges us $30 per photo digitized. (I CANNOT STRESS how important the photo selection is to the end product)

Contact Us:

  • For any questions, please email hello@petfriendsco.com. We're here to help!

Thank you for supporting our small business and understanding the love and hours our artists put into making your custom embroidery look identical to the photos you upload! We strive to capture every expression, stance, angle, and color perfectly.

Pet Friends Co. - Making Your Memories Come to Life in Embroidery!