Last updated: August 13, 2026
Important summary: Personalized items cannot normally be returned for a change of mind after production begins. This does not affect your rights or the remedies available for products that arrive damaged, incorrect, defective, or materially different from the accepted order details.
Production and shipping origin: Orders are made to order through our team and selected production makers in China, inspected before dispatch, and shipped from China unless a product page or checkout states otherwise. Production time and shipping time are separate.
All Canvas & Paws products are personalized and made specifically for each customer. Please review your photos, personalization details, size, style, shipping address, and other order information carefully before submitting your order.
1. Estimated Production Time
Production time begins only after we have received all required photos and customization details and confirmed that the materials provided are suitable for production.
Estimated production times are:
Custom leather pet tags: approximately 10–20 business days
Custom pet silver jewelry: approximately 25–40 business days
Custom 3D acrylic pet portraits: approximately 15–25 business days
Custom layered scratch-style pet art: approximately 20–30 business days
Framed needle-felted pet portraits: approximately 25–45 business days
Full-body needle-felted pet replicas: approximately 30–60 business days
These estimates do not include shipping time.
Complex designs, multiple pets, large sizes, highly detailed coats, insufficient reference photos, requested revisions, holidays, or unusually high order volumes may extend the production time. We will contact you if additional photos or information are required.
Production and delivery dates are estimates and are not guaranteed unless expressly confirmed by us in writing.
2. When Production Is Considered Started
An order is considered to have entered production when:
We have received and reviewed the required pet photos and customization details; and
The order has been assigned to an artist or maker for custom work.
Custom work may include sketching, modeling, material preparation, cutting, carving, engraving, shaping, coloring, sewing, felting, casting, or any other work performed specifically for the order.
We may send a production-start notification by email. The time shown in that notification or in our internal production record will be used to determine whether production has started.
3. Changes and Cancellations
Before production starts
Customers may contact us to request a change or cancellation before production begins.
If the order has not entered production, we may:
Update the submitted photos or personalization details;
Change an available product option;
Cancel the order and issue a refund to the original payment method.
Any price difference resulting from an order change must be paid before production begins.
After production starts
Once an order has entered production:
The order cannot be cancelled for personal reasons;
A full refund will not be available for personal reasons;
Changes to photos, pet details, text, size, style, color, or other customization information are not guaranteed;
The order cannot be returned simply because the customer changed their mind or no longer wants the product.
Because the item is being made specifically for the customer, labor, materials, and production capacity have already been committed.
In limited cases, we may agree to make a requested change after production has started. Additional fees and additional production time may apply. Any such change must be approved by Canvas & Paws in writing.
4. Shipping and Estimated Transit Time
Shipping time begins after production is complete and the order has been dispatched.
Estimated transit times are:
United States: approximately 7–15 business days
Canada: approximately 8–18 business days
United Kingdom: approximately 7–15 business days
European countries: approximately 8–18 business days
Australia and New Zealand: approximately 8–18 business days
Most Asian destinations: approximately 5–12 business days
Other international destinations: approximately 10–25 business days
Business days do not include weekends or public holidays.
These estimates do not include production time, customs processing, remote-area delivery, unsuccessful delivery attempts, severe weather, carrier disruptions, or other circumstances outside our reasonable control.
International customers are responsible for providing complete and accurate delivery information and for paying any applicable import taxes, customs duties, or local handling fees unless otherwise stated at checkout.
5. Shipment Tracking
Tracking information is provided for shipped orders whenever supported by the selected shipping service.
After the order is dispatched, the tracking number will be sent to the email address used at checkout. Customers are responsible for checking their email, including spam or junk folders.
Tracking updates may take several business days to appear after dispatch. Some international shipments may have limited tracking while the package is transferring between carriers or passing through customs.
Please contact us if the tracking information has not updated for more than 10 business days.
6. Address Changes and Delivery Problems
Customers must provide a complete and accurate shipping address when placing an order.
Address changes are not guaranteed after an order has been dispatched.
Canvas & Paws is not responsible for packages that are delayed, returned, misdelivered, or lost because of:
An incorrect or incomplete address provided by the customer;
A failure to collect the package;
A refused delivery;
Unpaid customs duties or import charges;
A failure to respond to the carrier;
Unauthorized forwarding or redirection requested by the customer.
If a package is returned to us because of a customer-provided address issue or an unsuccessful delivery, the customer may be required to pay an additional shipping fee before the package is sent again.
7. Reporting an Order Problem
Customers must contact us within 7 calendar days after the carrier marks the order as delivered.
The request must include:
The order number;
A clear description of the problem;
Clear photographs or video of the product;
Photographs of the outer packaging;
Photographs of the shipping label;
Any other evidence reasonably requested to review the claim.
Customers should keep the product and all original packaging until the claim has been resolved.
Claims submitted after the seven-day period may not be eligible for a free remedy unless required by applicable law.
8. Situations Eligible for a Free Remedy
After reviewing the evidence, Canvas & Paws may provide a free correction, repair, remake, replacement shipment, partial refund, or full refund when:
The product arrives materially damaged in transit;
The customer receives the wrong product;
The wrong pet, size, style, text, or customization option was used because of an error by Canvas & Paws;
An included component is missing;
The product has a serious workmanship defect that affects its intended use or display;
The finished product differs materially from an approved design proof or from the customization details accepted by Canvas & Paws;
The shipping carrier confirms that the package was lost before delivery.
The appropriate remedy will depend on the nature of the issue. Canvas & Paws will normally attempt to correct, repair, remake, or replace the product before issuing a full refund.
A full or partial refund may be offered when a remake or replacement is unavailable, impractical, or unable to resolve the confirmed issue.
Customers must not return a product without receiving return instructions from Canvas & Paws. Unauthorized returns may not be accepted or reimbursed.
When a return is required for an approved quality claim, Canvas & Paws will provide instructions and determine responsibility for the return shipping cost.
9. Situations Not Eligible for a Free Remedy
Free remakes, replacement shipments, returns, or refunds are generally not available for:
Changing your mind after production has started;
Simply disliking the finished product;
Deciding that the product is no longer needed;
Ordering the wrong size, style, color, material, text, or other option;
Providing incorrect personalization information;
Approving an incorrect proof or design;
Providing unclear, heavily filtered, low-resolution, incomplete, or inaccurate reference photos;
Minor differences caused by handmade production;
Small variations in shape, texture, color, brushwork, carving, engraving, stitching, felting, or other handmade details;
Differences between screen colors and the appearance of physical materials;
Natural variations in leather, wool, silver, wood, acrylic, or other materials;
Delays caused by customs, weather, local carriers, public holidays, remote locations, or other circumstances outside our reasonable control;
Damage caused by misuse, accidents, improper storage, unauthorized repairs, water exposure, chemicals, pets, children, or normal wear and tear;
Packages affected by an incorrect address, refused delivery, failure to collect, or unpaid customs charges.
Minor artistic and handmade differences do not constitute defects. Each personalized item is created by hand and will not be an exact photographic reproduction.
10. Change-of-Mind Returns
Because our products are personalized and made specifically for each customer, we do not accept returns or issue refunds solely because:
The customer does not like the finished product;
The customer expected a different artistic interpretation;
The customer changed their mind;
The product is no longer wanted or needed;
The item does not match personal décor or preference.
This rule applies once production has started.
Before production starts, customers should contact us as soon as possible to request a cancellation or change.
11. Order Proofs and Artistic Differences
Where a design proof is provided, customers are responsible for reviewing all visible details before approving it.
Approval confirms acceptance of the displayed:
Pet appearance and positioning;
Name, text, or engraving;
Layout and composition;
Selected product options;
Other visible customization details.
Minor differences may occur between a digital proof and the handmade finished product. Such minor differences are normal and are not considered production errors.
A free remedy may be considered when the finished product differs materially from the approved proof because of an error by Canvas & Paws.
12. Contact Information
To request a cancellation, report a delivery issue, or submit an after-sales claim, contact:
Email: canvasandpawsofficial@gmail.com
Please include your order number in the email subject line.
13. Applicable Consumer Rights
Nothing in this policy excludes or limits any consumer rights that cannot legally be excluded or limited under the laws applicable to the customer’s purchase.
14. Shipping Cost
Canvas & Paws offers free standard shipping to every destination available at checkout. Production time and shipping transit time remain separate and are shown above.