Refund policy

At PetStom, we pour our hearts into creating personalized jewelry that reflects the unique bond you share with your pet. We understand concerns about online purchases, and here’s our policy designed with your trust in mind:

1. Personalized / Custom Items

Because each piece is made specifically for you, personalized items are not eligible for returns or exchanges once produced.

2. Damaged or Incorrect Items

If your order arrives damaged or doesn’t match your specifications, please notify us within 7 days of delivery. Provide:

  • A clear photo demonstrating the issue

  • Your order number

  • A brief description of the defect

If we confirm the problem was from our side, we’ll offer a free replacement or repair — no extra cost to you.

3. Returns for Non-Custom Items

Non-custom items may be returned within 14 days of receipt, provided they are:

  • Unused, unworn, and in original condition

  • In original packaging with all accessories

You (the customer) are responsible for the return shipping cost, unless the item is defective or we made an error.

4. Refunds

Once we receive and inspect your return, we’ll notify you via email. If approved, your refund will be processed within 5–10 business days to your original payment method.

5. Late or Missing Refunds

  • If you haven’t seen the refund yet, please check with your bank or credit card issuer.

  • If it’s been more than 10 business days, email us at support@petstom.com and we’ll investigate.

6. Exchanges

We only replace items if they are defective or mis-shipped (excluding personalized items). To exchange, email support@petstom.com and we’ll guide you through the next steps.

7. Return Shipping

Return your product to the address we provide in our response. Shipping costs are non-refundable, unless you're returning due to defect or our mistake.

8. Additional Notes

  • Free Shipping Worldwide — PetStom offers free standard shipping on all orders.

  • International Orders — We ship globally, but please be aware of possible customs fees or import taxes in your country.

  • Order Delays — In rare events of delays, we’ll keep you updated. Contact us if your delivery takes longer than expected.

Shipping

How long does shipping take?

Shipping times depend on your location and the shipping method you choose. Generally, for standard shipping, you can expect to receive your custom piece within 5-7 business days after production. Please note that production times may vary based on the complexity of the item. For faster delivery options, check our expedited shipping choices at checkout.

Do you offer international shipping?

Absolutely! PetStom is thrilled to offer international shipping, allowing you to keep a cherished piece of your pet close to your heart, no matter where you are in the world.

How can I track my order?

Once your order has been shipped, you will receive a tracking number via email. You can use this number on our website to monitor the progress of your shipment and stay updated on its delivery status.

Are there any shipping fees?

PetStom is pleased to offer free standard shipping worldwide. For all orders, you can enjoy global delivery without any additional shipping costs.

What happens if my order is delayed?

In the rare event that your order is delayed, rest assured that we’ll keep you informed every step of the way. Our dedicated team will work diligently to ensure your order reaches you as quickly as possible. If you have any specific concerns or urgent deadlines, please don’t hesitate to contact us directly.

Returns

Can I return a customised piece?

Due to the customised nature of PetStom products, returns are not accepted. Each piece is uniquely crafted to your specifications, making it a one-of-a-kind item designed especially for you. We highly recommend reviewing our photo guidelines and product descriptions thoroughly before placing your order to ensure complete satisfaction.

My order arrived damaged, what can I do?

If your order arrives damaged, please reach out to our customer service team immediately with photos of the damage. Your satisfaction is our top priority, and we’ll work closely with you to resolve the issue, whether that means replacing the item or offering an alternative solution.

What if I'm not satisfied?

If you’re not satisfied with your PetStom purchase, we’re here to help. Although we can’t accept returns due to the customised nature of our products, our goal is for you to love your unique piece. Please contact us within 7 days of receiving your order so we can discuss your concerns and work towards a solution that ensures your satisfaction.

Will I be responsible for return shipping costs?

Depending on the reason for the return, PetStom may cover the return shipping costs. If the return is due to an error on our part or a defect in the product, we’ll take care of the shipping costs. However, for other reasons, the return shipping may be your responsibility. Please contact our customer service team for specific details based on your situation.

About PetStom

Do you only create pieces of dogs?

We can create your PetStom piece for any species or breed! So far, we've crafted beautiful pieces featuring dogs, cats, birds, horses, fish, humans, and even cars.

Do you create pieces of humans?

Absolutely! To capture all the facial features in detail, please make sure to use close-up photos when submitting your order. This ensures we can bring your vision to life in the finished pendant.

How does PetStom ensure high-quality craftsmanship?

At PetStom, we take pride in our commitment to quality. Our skilled artisans use only the finest materials, and each piece is meticulously crafted to meet our strict standards for excellence and durability. From the initial design to the final product, we ensure that every detail is perfected to create a piece you’ll cherish for years to come.

Does PetStom offer a satisfaction guarantee?

Yes, we stand behind our work. If you’re not completely satisfied with your piece, we’ll make it right.