Returns & Refunds Policy

Each canvas at PuppyWall is custom-made just for you — featuring your dog’s name, photo, or a special message. That’s why we take every order seriously and guarantee the quality of our work.

Because your canvas is one-of-a-kind, returns due to customer input (such as typos, incorrect personalization, design choices, or size selection) are not eligible for refund. However, if something is wrong on our end, we’ll make it right.

Our Guarantee

We proudly stand by our craftsmanship. We’ll gladly offer a free replacement or full refund if:

  • Your canvas arrives with a printing error or production flaw

  • The personalization details don’t match what you submitted

  • The product you received is not what you ordered

If any of the above applies, please email us at support@puppywall.com within 7 days of delivery. Be sure to include:

  • A clear photo of the item you received

  • Close-up shots of any issue

  • Your order number and a short description

Our customer care team will review your claim and get back to you quickly. If your request is approved, we’ll send a replacement at no cost — or process a full refund, depending on your preference.

What’s Not Covered

Due to the custom nature of our canvas prints, we’re unable to accept returns or refunds for:

  • Incorrect personalization submitted during checkout

  • Unsatisfactory design choices made by the customer (e.g. font, background, quote)

  • Changes requested after 12 hours of ordering (when production may already be in progress)

Please double-check all details before placing your order — we print exactly what you approve!

Exchanges

We only exchange products that are defective, misprinted, or damaged. To request an exchange, email us at support@puppywall.com. If your request is approved, we’ll provide a return address and handle the rest.

Refund Timeline

Once your return is received and inspected (if applicable), refunds are typically processed within 3–5 business days. You’ll receive confirmation once it’s been issued.

If you haven’t seen the refund yet:

  • Check your bank or PayPal account

  • Contact your card provider (some banks take time to post refunds)

  • Still no luck? Email us — we’ll be happy to help

Gifts

If your canvas was marked as a gift at purchase and shipped directly to you, we’ll issue a gift credit for the value of your return. Once your returned item is received, a gift certificate will be emailed to you.

If the gift wasn’t marked during checkout or was shipped to the gift-giver first, the refund will go back to the original buyer.

Return Shipping

If your return is approved:

  • We’ll provide the return address

  • You’ll be responsible for return shipping costs unless the error is ours

  • Shipping fees are non-refundable

We’re Here to Help

Have questions or need support? Reach out to us anytime at support@puppywall.com. We’re committed to making sure you and your pup are 100% happy with your experience.