Effective date: August 7, 2026

Pet Lover Embroidery is operated by Noah Commerce LLC. Because many of our products are embroidered or made to order, eligibility for cancellation, replacement, return, or refund depends on the production status and the reason for the request.

Contact Us Before Returning an Item

Do not mail an item to an address shown on our website unless our customer-service team has first approved the return and provided return instructions. Unauthorized returns may be refused or may not reach the correct facility.

To request assistance, email [email protected] and include your order number, a description of the issue, and the supporting evidence requested below.

Order Cancellations

  • Before production begins: contact us immediately. An order that has not entered production may be canceled without an additional production charge.
  • After production begins: because the item is being made for the customer, cancellation may no longer be available. If cancellation is approved, completed production costs may be deducted from the refund.
  • After shipment: the order cannot be canceled. Any eligible resolution will be reviewed under the sections below.

Personalized and Made-to-Order Products

Personalized, embroidered, and made-to-order products are created according to the information selected or submitted with the order. Unless required by applicable law or specifically approved by us, these products may not be eligible for return, exchange, or refund solely because of a change of mind, an incorrectly selected size, a customer-provided spelling error, or an incorrect personalization instruction.

Please review names, text, photographs, design instructions, colors, product type, and size carefully before submitting an order.

Damaged, Defective, or Incorrect Products

Contact us within 14 days of delivery if an item arrives damaged, torn, defective, or materially different from the order, including an incorrect product type, color, size, or design.

Protect your order: We strongly recommend recording one continuous unboxing video, starting with the unopened package and shipping label and continuing through the complete inspection of the product. A clear video provides the strongest evidence of the package condition, helps us verify a claim faster, and allows us to consider the most complete resolution options available for the case. This recommendation does not limit any rights provided by applicable law.

Your request should include:

  • The order number and email address used for the purchase.
  • Clear photographs of the full product, the affected area, packaging, and shipping label.
  • A continuous unboxing video is strongly recommended: show the unopened package, shipping label, opening process, and the condition of the product.
  • A clear explanation of the problem and the requested resolution.

Evidence is required so we can determine whether the problem resulted from production, transit, or handling after delivery. Requests without clear supporting evidence may not qualify for a replacement, reshipment, refund, or other resolution.

How Eligible Claims Are Resolved

We review each eligible claim individually. We will discuss the circumstances with the customer and determine an appropriate solution, which may include:

  • Producing and shipping a replacement item.
  • Reshipping an available item.
  • Issuing a full or partial refund.
  • Providing another mutually agreed solution.

The available resolution depends on the evidence, production status, delivery record, nature of the issue, item availability, and applicable law.

Lost Packages

A package may be reviewed as potentially lost when tracking has not shown a new update for:

  • United States orders: 21 business days after the most recent tracking update.
  • International orders: 20 business days after the most recent tracking update.

These periods exclude Saturdays, Sundays, public holidays, and time spent in customs inspection. We will coordinate with the carrier or fulfillment partner before determining whether the order qualifies for reshipment, refund, or another solution.

Packages Marked Delivered but Not Received

If carrier tracking shows that a package was delivered but it cannot be found, check the delivery location, household members, neighbors, building reception, and the carrier. Contact us with the order number if the package is still missing.

We will assist with a carrier inquiry where possible. A delivered tracking scan does not automatically qualify an order for a refund or replacement.

Incorrect Address or Missed Delivery

Customers are responsible for providing a complete and accurate shipping address and remaining available for delivery. An order is generally not eligible for a refund when delivery fails because the address was incorrect, incomplete, unavailable, or nonexistent, or because the carrier could not contact the recipient.

If the package is recoverable, we may help arrange reshipment. The customer is responsible for additional reshipping charges.

Returned and Stored Packages

An undeliverable United States order returned to an available fulfillment warehouse may be stored for up to 5 days. The customer must contact us promptly and pay any applicable reshipping charge. After the storage period, the item may be disposed of or become unavailable, and a refund may not be available.

Storage may not be available for returned or undeliverable international orders.

Returns and Exchanges

A physical return is accepted only when authorized by customer service. Depending on the issue, we may not require the item to be returned. If a return is required, we will provide the approved return destination and instructions.

Items sent without authorization, to the wrong address, or without the requested documentation may not be eligible for a refund or exchange.

Refund Method

When a refund is approved, it will normally be issued to the original payment method. The time required for the credit to appear depends on the payment provider, card issuer, or financial institution and is outside our direct control.

Original and return shipping charges may be excluded from a refund unless the refund results from a confirmed production error, an incorrect item sent by us, or another situation agreed with the customer.

Late or Missing Refunds

If we have confirmed that a refund was issued but it has not appeared, first check the original payment account and then contact the card issuer, payment provider, or bank. If the refund is still missing after their normal processing period, email us with the order number.

Events Outside Our Control

Claims involving war, natural disasters, carrier shutdowns, government actions, customs restrictions, or similar events outside our reasonable control will be reviewed individually. A refund or replacement cannot be guaranteed in every force-majeure situation.

Contact Us

For cancellation, return, replacement, or refund questions, contact:

Pet Lover Embroidery
Operated by Noah Commerce LLC
Email: [email protected]
Phone: +1 (307) 487-7697