The fine print, kindly

Our refund policy

Every keepsake is made by hand, to order, for one family. Because each piece is unique to your pet, this policy is written to be fair to you and to the maker who spends over 150 hours creating it.

A full refund within 48 hours: You can cancel within 48 hours of placing your order and we will refund your deposit in full. This gives you a little time to be sure before any work begins.
After 48 hours: Once 48 hours have passed, your artisan has already begun preparing your piece. Because each keepsake is made only for you and cannot be resold, deposits can no longer be refunded after this point.
Before it ships, your approval: When your piece is finished we send you photographs, and you pay the remaining balance only when you are happy. If something is not quite right, we adjust it until it feels like them.
If it arrives damaged: We pack every keepsake with great care. If your piece is damaged in transit, email us within 7 days with photos and we will repair it. We cover the cost of shipping it back to us, and the return shipping out to you is covered by you. We offer repairs rather than remakes.

Questions about any of this? Email info@woollypet.com and a real person will help.

Last updated July 2026.