Return & Replacement Policy

Last updated: June 2026

At Vela & Paw, every portrait is custom-made for you and your pet. Because each order is personalized, our return and replacement policy is designed to protect both our customers and the custom nature of our products.

Our Satisfaction Promise

Every order includes one complimentary revision. If something feels off about your portrait, contact us and we will work with you within the scope of this policy to help make the portrait feel right.

Revision requests must be related to the custom portrait artwork itself, such as reasonable adjustments to likeness, expression, markings, composition, or overall presentation. Revisions do not include changes to product format, size, frame option, shipping address, or other order details after production has started.

Additional revisions may be offered at our discretion.

Custom Artwork and Final Sale Items

Because our products are custom-created using the photo and selections you provide, the following items are generally final sale:

• Digital portrait files after delivery

• Custom prints

• Framed prints

• Canvas prints

• Framed canvas prints

• Any personalized or made-to-order product

We do not accept returns or exchanges for change of mind, style preference after approval or purchase, ordering the wrong size or format, low-quality source photos provided by the customer, or delays caused by the shipping carrier.

Damaged, Defective, or Incorrect Orders

If your physical product arrives damaged, defective, misprinted, or incorrect, please contact us within 7 days of delivery at [support@velaandpaw.com].

Please include:

• Your order number

• Photos of the damaged or incorrect item

• Photos of the packaging, if applicable

• A brief description of the issue

If the issue is approved, we may provide a replacement, reprint, store credit, or refund, depending on the situation.

Digital File Issues

Digital products are not returnable once delivered. However, if you experience a technical issue with your download file, such as a corrupted file or missing file, contact us and we will help resolve the issue.

Order Cancellations

Because custom orders may move into production quickly, cancellation requests are not guaranteed.

If you need to cancel an order, contact us as soon as possible at [support@velaandpaw.com]. If your order has not yet entered production or fulfillment, we may be able to cancel it. Once production has started, the order cannot be canceled.

Shipping Issues

If your package is marked as delivered but you have not received it, please check with your household, neighbors, building office, and local carrier first. If the package still cannot be located, contact us and we will help review the issue.

Vela & Paw is not responsible for packages lost due to an incorrect or incomplete shipping address provided by the customer.

Color and Material Variations

Colors may vary slightly between your screen and the final printed product due to differences in screen settings, print materials, canvas texture, paper type, and production methods. Minor color variation is not considered a defect.

How to Contact Us

For return, replacement, revision, or order issue requests, contact:

Email: support@velaandpaw.com
Website: velaandpaw.com

Please include your order number so we can help you faster.