Returns

Custom order refund rules

PetMyCase creates custom phone cases from customer-submitted pet photos. Because each item is made for a specific order, custom products are handled differently from standard inventory.

Before preview approval

You may request changes or cancel your order before approving the design preview. If production has not started, we can update the design direction, change the phone model, or cancel the order.

After preview approval

After you approve the preview, production begins. At that point, refunds are limited to damaged items, defective items, incorrect items, or production mistakes caused by PetMyCase.

Damaged, defective, or incorrect items

Contact us within 7 days of delivery with your order number and clear photos of the issue, including the product, packaging, and phone model if relevant. If the issue is verified, we will offer a replacement, correction, or refund.

Photo quality

If your submitted photo is too dark, blurry, heavily cropped, or unsuitable for the requested design, we may ask you for a better photo before production begins.

Non-refundable cases

We usually cannot refund an approved custom order because of preference changes after production, incorrect phone model selection by the customer, low-quality customer-submitted photos approved by the customer, or shipping delays outside our control.

How to contact us

Use the contact page and include your order number, checkout email, and clear photos when reporting an issue.