Returns & Refunds

Handcrafted pet memorial artworks displayed in a quiet artisan studio, featuring needle-felted pets, acrylic carvings, and leather pieces, created by beibeicustompet in China for families worldwide.

Refund & Return Policy

1. Order Cancellation & Deposits

Before Production: A full refund of the deposit or total order amount is available if production has not yet been scheduled or started.To request a cancellation, please contact  info@beibeicustompet.comwithin 24 hours of placing your order.

After Production Begins: All of our products are 100% handmade and fully personalized custom pet artwork, including but not limited to custom pet portraits, felt toys, acrylic art, and memorial pieces.
Once the drafting stage, material preparation, or production process has started, the order can no longer be canceled.
The deposit becomes non-refundable, as custom-made items cannot be resold or repurposed.

2. Completion & Confirmation Process

Upon completion of your custom artwork, we will provide high-resolution photos or videos of the finished piece via email for your review.

  • Approval: Once you confirm that the artwork meets your expectations, the remaining balance (if applicable) must be paid.
  • Shipping: After receiving the final payment, we will arrange shipment as soon as possible.

3. Returns & Redo Policy

Due to the highly personalized nature of custom pet art, we do not accept returns or refunds based on subjective preferences, such as dissatisfaction with artistic style or personal taste.

Refunds or free remakes are only available in cases where the issue is clearly caused by our studio, including:

• A production error that does not match the approved design, materials, or specifications.
• An incorrect item shipped that does not correspond to the confirmed order.

Shipping Damage Disclaimer:
Once an order has been carefully packaged and handed over to the shipping carrier, responsibility for transit-related damage lies with the carrier.
If your package arrives damaged due to shipping, we recommend filing a claim directly with the courier using the tracking information provided.
We will gladly assist by supplying necessary documentation, photos, or shipment details upon request, but shipping damage itself is not eligible for refunds or remakes issued by our studio.

How to File a Studio Claim:
If you believe there is a production error or an incorrect item was sent, please contact info@beibeicustompet.com within 7 days of delivery.Include your order number and clear photos of the issue.After verification, you may choose either a full refund or one free remake, depending on the situation.

 

4. Non-Refundable Scenarios

Refunds or remakes cannot be provided under the following circumstances:

  • Issues caused by low-quality, unclear, or incorrect reference photos submitted by the customer.
  • Custom artwork completed according to photos and specifications previously approved by the customer.
  • Cancellation requests made after production has officially begun.

5. Shipping Issues

Marked as Delivered: If your package is marked as delivered but you have not received it, please check with neighbors, property management, or your local post office first.

Lost in Transit: If a package is lost during transit and is not marked as delivered, we will assist you in filing a claim with the shipping carrier.
Based on the investigation results, we will either remake the item or issue a refund.

All shipments are insured and trackable. Claims for transit damage must be submitted to the carrier