Refund policy

Last updated: October 29, 2026

We want you to love what you order. Here's exactly what happens if something isn't right.

Damaged, defective or wrong items

If anything arrives damaged, misprinted, defective or isn't what you ordered, email a photo to support@zupetia.com within 30 days of delivery. We'll send a free replacement or a full refund, whichever you prefer. You don't need to send the item back unless we ask.

Personalized keepsakes

Ornaments, necklaces and plaques made with your pet's photo, name or text are made just for you, so they can't be returned or exchanged for a change of mind. You see a preview before you add it to your cart, and we check every order before it's made, so please look over the photo and spelling carefully.

We also can't accept returns for typos or photos you supplied. If you spot a mistake after ordering, email us within 12 hours and we'll fix it before production.

Everything else: 30-day returns

Breed ornaments, doormats, toys and snuffle mats can be returned within 30 days of delivery if they're unused and in their original packaging.

Email support@zupetia.com with your order number and the item you'd like to return.
We'll reply within one business day with the return address and instructions. Please don't send anything back before you hear from us, because items ship from different US warehouses.
Ship the item back within 15 days of getting our instructions. Return shipping is paid by you unless the return is because of our mistake.
Once the return arrives, we refund the item price to your original payment method. Refunds usually show within 5–7 business days, depending on your bank.

Original shipping charges are refunded only if the return is because of our mistake.

Exchanges

We don't do direct exchanges. Return the item as above and place a new order for the one you want.

Cancellations

Need to cancel or change an order? Email us within 12 hours of ordering. Personalized items go into production quickly, so after that we usually can't cancel them.