Refund policy

Last updated: November 5, 2026

Every blanket is made just for you, with your pet's portrait and name, so we can't take returns. Something not right? Let us know and we'll make it right.

Before you approve your design

Within 24 hours of your order, we email you the design. Until it is approved, you can:

• ask for tweaks, free and as many as you need;
• change your order, such as the color, size or the spelling of the name (if you change the size, we charge or refund the price difference); or
• cancel your order for a full refund.

If we haven't heard from you within 7 days after we sent the design, we go ahead with the design you have seen. We send you a reminder before then.

After your design is approved

Once your design is approved, we start weaving. From then on, all sales are final: we can't accept returns or exchanges for a change of mind, a different color or a different size.

If something's not right

Your blanket comes with our 90-day Limited Warranty (see our Terms of Service). If your blanket has a weaving or sewing defect, a name spelled differently from your approved design, the wrong color or size, or arrives damaged, we'll remake it for free or refund you in full.

What's not covered: the simplification of details and colors that comes with weaving, slight color differences compared to your screen, size differences of up to 1 inch, differences between your photo and a design that was approved, normal wear and tear, and damage from misuse, pets, or not following the care instructions (machine wash cold, inside out, air dry).

How to let us know

1. Email hello@getplushpets.com within 90 days of delivery.
2. Include your order number, your pet's name and photos of the problem (and of the packaging, if it was damaged in shipping).
3. We reply within one business day and find a solution with you.

Please let us know about shipping damage as soon as possible, ideally within 7 days of delivery, so we can file a claim with the carrier. You don't need to send the blanket back unless we ask you to. If we do, we send you a prepaid return label.

Lost packages

If your blanket hasn't arrived within 10 business days after your design was approved, please email us. If the carrier confirms the package is lost, we remake your blanket for free or refund you in full. If tracking shows it was delivered but you can't find it, please check with your neighbors and the carrier first, and let us know within 14 days. We'll help you file a claim.

Refunds

Approved refunds go back to your original payment method within 7 business days. Your bank or card issuer may need a few more days to process it.

Before you open a dispute

Please email us first. We reply within one business day and can usually fix things faster than a dispute with your bank or PayPal.