Last updated: July 20, 2026

At Solace Paw, many of our products are individually designed, handcrafted, engraved, printed, or otherwise personalized specifically for each customer.

Because personalized products cannot generally be resold, different return and cancellation conditions apply to customized products and non-customized products.

Please review this policy carefully before placing your order.

Order Cancellations

Customized and Personalized Products

Orders containing customized or personalized products may be cancelled for a full refund within 24 hours of purchase.

To request a cancellation, contact us as soon as possible at support@solacepaw.com and include your order number.

After the 24-hour cancellation period, we may begin reviewing your photos, preparing the design, purchasing materials, reserving production capacity, or creating your product. Therefore, customized or personalized orders cannot normally be cancelled or refunded after this period, even if the order has not yet shipped.

Submitting a cancellation request does not guarantee that the order can be cancelled. We will confirm by email whether the cancellation has been approved.

Non-Customized Products

Orders containing only non-customized products may be cancelled before fulfillment begins.

Once an order has been processed or shipped, it will be handled according to the return conditions below.

Changes to Customized Orders

Customers are responsible for carefully reviewing all information submitted with an order, including:

• Reference photos

• Pet names

• Engraving text

• Spelling

• Product size

• Color or finish selections

• Design preferences

• Shipping information

Changes may be requested within 24 hours of purchase by contacting support@solacepaw.com.

After production has begun, we cannot guarantee that changes can be made. Changes requested after production begins may be declined or may require an additional fee, depending on the amount of work already completed.

Solace Paw is not responsible for errors resulting from incorrect information, spelling, photos, or selections submitted or approved by the customer.

Customized and Personalized Products

Customized and personalized products are made specifically for each customer and are generally not eligible for return, exchange, or refund due to a change of mind.

This includes, but is not limited to:

• Custom pet figurines

• Personalized pet portraits

• Engraved jewelry

• Personalized keychains

• Custom memorial products

• Products created using customer-submitted photos, names, text, or instructions

Customized products are not eligible for return or refund because:

• The customer no longer wants the product

• The customer selected the wrong size, color, finish, or style

• Incorrect photos, names, text, or instructions were submitted

• The product cannot be resold to another customer

• The customer misunderstood dimensions that were displayed on the product page

• The customer expected an exact machine-made reproduction of the reference photo

This exclusion does not apply when an item arrives damaged, defective, incorrect, or materially different from the confirmed order details.

Handmade Product Variations

Many Solace Paw products are individually handcrafted.

Small variations in shape, texture, brushwork, sculpting, color placement, proportions, surface finish, or other handmade details are normal and make each piece unique.

Colors may also appear slightly different because of:

• Lighting in the submitted reference photos

• Screen and monitor settings

• Differences between digital images and physical materials

• The natural characteristics of handmade production

• Artistic interpretation required when reference photos do not show every angle or detail

Minor handmade variations, reasonable artistic interpretation, and slight color differences are not considered defects.

However, if you believe your product is materially different from your confirmed order details, contact us so that we can review the issue.

Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your product arrives damaged, defective, incorrect, or materially different from the confirmed order details, contact us within 7 days of delivery at support@solacepaw.com.

Please provide:

• Your order number

• A clear description of the issue

• Clear photographs of the entire product

• Close-up photographs showing the issue

• Photographs of the outer packaging

• Photographs of the shipping label

• An unboxing video, if available

Please keep the product and all original packaging until your claim has been reviewed.

After reviewing the information provided, we may offer an appropriate resolution, which may include:

• Repair

• Replacement

• Remake

• Partial refund

• Full refund

The appropriate solution will depend on the nature and severity of the issue.

Do not return an item without first contacting us. Unauthorized returns may not be accepted or refunded.

Non-Customized Product Returns

Eligible non-customized products may be returned within 30 days of delivery.

To qualify for a return, the product must be:

• Unused and unworn

• In its original condition

• In its original packaging

• Accompanied by proof of purchase

To request a return, contact support@solacepaw.com before sending the product back.

If the return is approved, we will provide the return address and instructions.

Items returned without prior authorization will not be accepted.

Non-Returnable Items

The following items cannot normally be returned:

• Customized or personalized products

• Products made using customer-submitted photos, names, or text

• Gift cards

• Items clearly marked as final sale

• Items that have been used, worn, altered, damaged, or improperly handled after delivery

• Items returned without prior authorization

• Items returned after the applicable return period

Sale or discounted items are returnable unless they are clearly marked as final sale or are customized products.

Please contact us before purchasing if you are uncertain whether a product is eligible for return.

Return Shipping Costs

For approved returns of non-customized products due to a change of mind, the customer is responsible for return shipping costs.

Original shipping charges are non-refundable unless the return is caused by an error by Solace Paw or the product is confirmed to be damaged, defective, or incorrect.

When an eligible return is caused by our error, we will provide reasonable return instructions and cover the applicable return shipping costs.

We recommend using a trackable shipping service. Solace Paw is not responsible for unauthorized return packages or return packages lost during transit.

Refunds

After an approved return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow approximately 5–10 business days after the refund is processed for the funds to appear in your account. The exact timing depends on your bank, card issuer, or payment provider.

Solace Paw does not control processing times imposed by financial institutions.

Original shipping fees, customs duties, taxes, and return shipping costs are generally non-refundable unless the refund results from an error by Solace Paw.

Partial Refunds

A partial refund may be offered when:

• The issue affects only part of the product

• The product can still reasonably be used or displayed

• The customer chooses to keep the product

• A minor issue can be resolved without a complete remake

• Part of a multi-item order is affected

Any partial refund offered will be discussed with the customer before it is issued.

Late or Missing Refunds

If you have received confirmation that a refund was processed but it has not appeared in your account:

1. Check your bank or payment account again.

2. Contact your credit card company or payment provider.

3. Contact your bank, as processing times may vary.

4. Contact us at support@solacepaw.com if the refund still cannot be located.

Please include your order number and refund confirmation when contacting us.

Packages Lost in Transit

Claims involving packages lost, delayed, stolen, or marked as delivered are handled according to our separate Shipping Policy.

If your tracking information shows that the package was delivered but you cannot locate it, contact the carrier and follow the steps listed in our Shipping Policy.

Refused and Unclaimed Packages

If a package is refused, left unclaimed, or returned because of an incorrect or incomplete address provided by the customer, any refund will be reviewed after the package has been returned to us.

Original shipping charges, return shipping charges, customs charges, and other carrier fees may be deducted from the refund.

Customized products returned as refused or unclaimed packages remain non-refundable unless required by applicable law.

Production or Shipping Delays

Estimated production and delivery times are provided on our product pages and in our Shipping Policy.

If we are unable to ship an order within the timeframe originally communicated, we may contact the customer to request approval for a revised estimated shipping date or offer another resolution as required by applicable law.

A delay caused by missing customer information, unclear photographs, an unanswered customization request, an incorrect address, customs processing, or circumstances outside our reasonable control does not automatically qualify an order for cancellation or refund.

Product-Specific Warranties

Solace Paw does not provide a general six-month warranty covering every product unless such a warranty is specifically stated on the relevant product page.

Any product-specific warranty or guarantee will be governed by the conditions displayed on that product page.

This does not limit any rights customers may have under applicable consumer protection laws.

Consumer Rights

This policy does not exclude or limit any mandatory rights or remedies available under applicable consumer protection laws.

Where local law provides rights that cannot legally be waived, those rights will continue to apply.

Contact Us

For cancellation, return, damage, refund, or order-related questions, contact us using the details below.

Company: Solace Paw Inc.
Brand: Solace Paw
Address:
6510 S Academy Blvd Ste A 642
Colorado Springs, CO 80906
United States
Email: support@solacepaw.com

Please include your order number and clear supporting information so that we can assist you efficiently.