1. Our 100% Customization Satisfaction Promise

Because each item at xunlupets is 100% custom-made by hand based on your uploaded photos, we treat every creation with extreme care and detail.

2. Order Cancellations & Photo Modifications

We begin assigning artists and preparing custom raw materials shortly after your order is placed. Therefore, cancellation and modification requests are handled under the following timeframe:

• Within 24 Hours of Order Placement: Full 100% refund or free photo replacement upon request.
• After 24 Hours (Prior to Shipping): If your custom item has already entered the physical crafting stage, a 30% custom material and labor fee will be deducted from the refund total.
• After Dispatch: Orders that have already been packaged and dispatched cannot be canceled or recalled during transit.

3. Damaged, Defective, or Incorrect Items

If your package arrives damaged during transit or contains a manufacturing defect, we will make it right immediately at no additional cost to you.

To request a replacement or resolution:

1. Contact our care team at kaicher535@gmail.com within 14 days of package delivery.
2. Include your Order Number (#XL...) and clear photos/videos showing the package condition and the product defect.
3. Upon verification, our team will immediately schedule a priority replacement re-craft at zero cost.

4. Standard Return Policy

Due to the unique, personalized nature of custom handcrafted plushies, items that are made to match your personal pet photos cannot be resold to other customers.

As a general policy, custom items are non-returnable unless they arrive defective, damaged, or differ significantly from the photo preview approved prior to shipment.

5. Refund Processing Time

Once a refund is approved by our customer care team:

• Refunds will be processed back to your original payment method (Credit Card, PayPal, etc.).
• Card issuers typically take 3–7 business days for the refunded amount to reflect on your billing statement.
• You will receive an automated refund confirmation email as soon as the transaction is processed.