Refund & Returns Policy

When we can take it back,
and when we can't.

Return window30 days from receipt
Refund issued within10 business days
EU cooling-off14 days, with carve-out
The rule, in one line

Most PupTrace pieces are hand-drawn and engraved for one buyer, so they can't be returned for change of mind — only if something is wrong with the piece itself.

Defect, damage, or substantial mismatch — we'll make it rightChange of mind on a personalized piece — we can't accept it back
01 — The window

Eligibility & the 30-day window

You have 30 days from the day your piece arrives to let us know you'd like to return it. After 30 days, we can't process a return.

For a return to be accepted, three things have to be true at once.

ConditionUnworn & unusedSame condition as it arrived to you.
PackagingOriginal, with tagsBox, pouch, and any cards intact.
ProofReceipt or order numberYour PupTrace order confirmation works.

Before sending anything back, read the next section — items returned without first contacting us can't be accepted, and we'd hate for your piece to make a round-trip for nothing.

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02 — The process

How to start a return

Every return starts with one email. There's no form, no portal, and no automated reply tree — a person reads the message and writes back.

  1. Email us at support@puptrace.com

    Include your order number (it starts with PT-) and a short note on why you're returning the piece. If it arrived damaged, attach photos — see the next section.

  2. Wait for our reply with the return address

    We'll confirm the return is eligible and send you the address to ship to. We don't publish the address here because each return is logged against an order number.

    If we send you a prepaid return shipping label, it'll be in the same email.

  3. Pack it and ship it back

    Use the original packaging if you still have it. Drop it at any carrier counter — keep the tracking number until your refund is issued.

Please don't ship without writing first

Items sent back without an emailed confirmation aren't accepted at our address — they'll be refused and routed back to you, at carrier cost. One email up front saves both of us the round trip.

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03 — When something is wrong

Damaged, defective, or wrong item

Please open and inspect your piece as soon as it arrives. If it's defective, damaged in transit, or not the item you ordered — including a portrait that's substantially different from the design we approved with you — write to us right away.

Attach photos of the piece, any damage, and the packaging it came in. We'll evaluate the case and make it right: a remake from the same drawing, a replacement, or a full refund, depending on what you'd prefer and what's possible.

This is the case the headline rule is built around. Personalization doesn't override your right to a piece that's actually correct. Reach out and we'll take care of it.

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04 — Exceptions

What we can't take back

A few categories sit outside the 30-day window entirely. The first is the one most PupTrace pieces fall into — please read it carefully.

  • Category 1

    Custom, personalized pieces

    Pet portraits, name-engraved jewelry, anything made specifically with your pet's photo, name, or engraving. Each piece is hand-drawn and laser-engraved to order for one buyer, so we can't resell it and can't take it back for change of mind.

    Returns on personalized pieces are accepted only if the item arrives damaged, defective, or substantially different from the design you approved. See the previous section for how to flag that.

  • Category 2

    Sale items

    Anything bought on sale or with a promotional discount is final sale. Damage or defect exceptions still apply.

  • Category 3

    Gift cards

    Gift cards can't be returned or refunded. They don't expire.

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05 — Exchanges

Exchanges & changes before production

For non-custom items, the fastest way to swap is to return what you have and place a new order for what you'd rather have. That keeps the new piece moving without waiting on the return to arrive.

For custom pieces, exchanges generally aren't possible once production has started, because the piece is being made for one buyer.

If you'd like a different size, chain length, or finish on a custom piece, contact us within 6 hours of placing your order — that's the window before your photo lands on an artist's desk. After that window, the artwork is in progress and the spec is locked.

Size — two ways to make it right

If you're between sizes or unsure, write to us before you order — we'll help you pick once, and then it's done.

For rings only: if the size doesn't fit on arrival, we'll swap the band once at no charge — within 3 days of delivery, while we still have the matching sizes on hand. The engraved face stays with you; only the band is replaced. (Necklace chain length is fixed at order time — please use the size guide before ordering.)

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06 — Jurisdiction

For buyers in the European Union

If you ordered to be shipped into the EU, you have additional rights under EU consumer law. The block below is the EU-specific section — if you're not in the EU, the rest of this page is the one that governs your order.

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07 — Refund process

How refunds are issued

Once your return arrives at our address, we inspect the piece and notify you whether the refund is approved. If it is, we issue the refund to the original payment method.

Step 01Return received & inspectedWe email you to confirm whether the refund is approved.
Step 02Refund issued within 10 business daysTo the original payment method.
Step 03Bank or card processingYour provider may add a few additional days to post the credit.

If more than 15 business days have passed since we approved your refund and you still don't see it on your statement, write to us at support@puptrace.com and we'll trace it on our side.

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08 — One channel

One way to reach us

For anything to do with a return, a refund, a defect, a delivery question, or a "I'm not sure my piece qualifies" — there is one address, and a person reads every message.

Returns & refundssupport@puptrace.com·Order IDPT-XXXXXX
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Last updated · May 2026