Refund policy

Last updated: October 21, 2026

At Stitched Pup, your happiness is our top priority. If something is wrong with your order, email us at info@stitchedpup.com and we'll take care of it quickly.

1. Personalized products – no returns

All our products (sweatshirts, hoodies, blankets, pillows, tote bags and more) are made to order based on your photo, name and chosen options. Because each item is custom-made for you, we cannot resell it.

This means we do not accept returns or exchanges of personalized products because of a change of mind, a wrong size or a wrong color choice. Before placing your order, please carefully check the size chart, your chosen colors, the name and any other personalization details.

2. Changing or canceling your order

We start production very soon after you place your order. If you would like to change or cancel your order, email us as soon as possible with your order number. Changes and cancellations are only possible until we start working on your design. Once production has started, the order can no longer be changed or canceled.

3. Defective, damaged or incorrect products

Personalization does not limit your rights. If the product you received:

arrived damaged or has a manufacturing defect,
is different from what you ordered (for example a mistake in the name, or a different color or size than you selected),
never arrived,

please contact us at info@stitchedpup.com. Include your order number, a short description of the problem and photos of the product and packaging. Please let us know as soon as possible, ideally within 30 days of receiving your package, so we can resolve it quickly.

We review every claim within 14 days. If your claim is approved, we will make and ship a new product free of charge or fix the issue. If a replacement or repair is not possible, you are entitled to a partial or full refund.

The following are not considered defects: slight color differences caused by screen settings, the artistic interpretation of your photo in the embroidery or print, and errors in personalization details provided by the customer.

4. Delayed or lost package

If your package is significantly delayed or lost in transit, email us. We will check its status with the carrier, and if the package is lost, we will send you a new product free of charge. Please provide a correct and complete delivery address – we are not responsible for packages that did not arrive because of an incorrect address provided by the customer.