Refund policy

Refunds for made-to-order goods

Every Wag & Weave towel is made to order and personalized with your pet's portrait and name, so our refund policy works around our weekly production batch instead of a standard return window.

Before your towel enters the weekly stitching batch

You can cancel for a full refund any time before your towel enters the weekly stitching batch. Just reply to your order confirmation email or contact us at wagandweaveshop@gmail.com and we will cancel and refund the order in full, no questions asked.

After production starts

Once your towel has entered a stitching batch, production has started on a one-of-a-kind personalized item, and the order can no longer be canceled or refunded, with one exception below.

Damaged or lost orders: always replaced

If your order arrives damaged or is lost in transit, we replace it free. Contact us at wagandweaveshop@gmail.com with your order number (and a photo of any damage) and we will make it right.

Small variations are not defects

Thread colors can vary slightly from your screen, and small stitch variations are part of real embroidery. If something is genuinely wrong with your towel, tell us and we will work with you to fix it.

Questions? Email wagandweaveshop@gmail.com. A real person replies.