Returns
Returns & refunds
You have 7 days after receiving your item to request a return. Here is how it works, and what custom artwork means for returns.
The basics
7 days to request
You have 7 days after receiving your item to request a return.
Original condition
The item must be unworn and unused, with tags, in its original packaging, with receipt or proof of purchase.
Refunded in 10 business days
Once approved, the refund goes back to your original payment method.
Custom and personalised items
Certain types of item cannot be returned, and that includes custom products such as special orders and personalised items. Because a pet portrait is made from your photo specifically for you, it falls into this category.
That does not leave you without recourse. If your order arrives damaged, defective, or is not what you ordered, contact us and we will make it right. Photograph the problem and email it with your order number.
We also cannot accept returns on sale items or gift cards.
How to start a return
Email us first
Contact cs@portrapet.com with your order number and the reason. Items sent back without requesting a return first cannot be accepted.
We review and respond
We will tell you whether the return is accepted, usually the same or next business day.
We send a label
If accepted, we send a return shipping label and instructions on how and where to send the package.
Refund is issued
Once we receive and inspect the return we notify you of the outcome. Approved refunds go back to your original payment method within 10 business days.
Return address
Returns are sent to:
140 East Broadway Avenue, Jackson, WY 83001, USA
Please do not send anything back before requesting a return — we need to log it against your order first.
European Union: 14-day cooling off
If your order is shipped into the European Union you have the right to cancel or return within 14 days, for any reason and without justification. The same item conditions apply: unworn, unused, with tags, in original packaging, with receipt or proof of purchase.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, place a separate order for the new one.
If more than 15 business days have passed since we approved your refund and you still have not received it, contact us at cs@portrapet.com.
Need to start a return?
Email us with your order number and we will take it from there.