Last Updated: 2026.8.17
Thank you for shopping with Crazypets. Each of our products is individually made and personalized especially for you based on the photos, information, and customization details you provide.
Because of the personalized and made-to-order nature of our products, they cannot normally be resold or restocked. Please review the following policy carefully before placing your order.
1. Personalized & Custom-Made Items
All Crazypets personalized products are made specifically for each customer.
Because these items are customized and made to order, we do not accept returns, exchanges, or refunds due to change of mind, personal preference, or ordering the wrong customization option.
This includes, but is not limited to:
* Change of mind after placing or receiving the order
* No longer wanting or needing the product
* Ordering the wrong size, color, style, or customization option
* Providing incorrect personalization information
* Providing an unsuitable, unclear, or incorrect pet photo
* Minor differences that are natural characteristics of handmade products
Please carefully review your order details, personalization information, and uploaded photos before submitting your order.
2. Damaged, Defective, or Incorrect Items
We want every Crazypets order to arrive safely and meet our quality standards.
If your item:
* Arrives damaged or broken
* Has a manufacturing or craftsmanship defect
* Is significantly different from the customization details confirmed for your order
* Is the wrong item due to an error on our part
please contact us within 7 days of delivery.
Please provide:
* Your order number
* A clear description of the issue
* Clear photos of the damaged or defective item
* Photos of the outer and inner packaging if the item was damaged during shipping
* A photo of the shipping label when applicable
Once we receive the information, we will review your case and determine the appropriate solution.
Depending on the circumstances, we may offer a replacement, remake, partial refund, or full refund.
You do not need to return a damaged item unless we specifically request it.
3. Shipping Damage
We carefully package our products to reduce the risk of damage during transportation. However, handmade and ceramic products may occasionally be damaged during shipping.
If your order arrives damaged, please photograph the product and packaging before disposing of any packaging materials.
Please contact us within 7 days of delivery so that we can review the issue and arrange an appropriate solution.
Claims submitted without sufficient photographic evidence may be difficult for us to verify.
4. Handmade Product Variations
Many Crazypets products are individually handmade, sculpted, painted, embroidered, printed, or otherwise crafted by hand.
Because every item is individually created, slight variations may naturally occur in:
* Color
* Shape
* Size
* Texture
* Glaze
* Brushwork
* Embroidery
* Positioning
* Small handcrafted details
These variations are part of the handmade nature of the product and make each piece unique.
Minor handmade variations that do not affect the normal appearance or function of the product are not considered defects and are not eligible for a return or refund.
5. Custom Pet Portraits & Photo-Based Products
For products created from your pet’s photo, we aim to capture your pet’s recognizable features and personality while working within the style, materials, and handmade nature of the product.
Please understand that a handmade interpretation will not be an exact photographic reproduction.
Small differences in color, proportions, texture, expression, markings, or artistic details may occur and are not considered defects when they fall within the normal characteristics of a handmade custom product.
For the best results, customers are responsible for providing clear, well-lit, high-quality reference photos.
6. Incorrect Information Provided by the Customer
Customers are responsible for checking all personalization information before placing an order.
We are not responsible for errors resulting from incorrect information provided by the customer, including:
* Incorrect names or text
* Incorrect pet photos
* Incorrect colors or options selected
* Incorrect shipping addresses
* Incorrect customization instructions
If you notice an error after placing your order, please contact us as soon as possible.
We will do our best to help, but changes cannot be guaranteed once production has started.
If production has already begun, additional charges may apply if the item needs to be remade.
7. Order Cancellations
Because personalized products may enter the design or production process shortly after an order is placed, cancellation requests must be submitted as soon as possible.
If your order has not yet entered production, we may be able to cancel it and issue a refund.
Once design work, personalization, or production has begun, the order may no longer be eligible for cancellation or a full refund.
Please contact us immediately if you need to request a cancellation.
8. Lost or Missing Packages
If your tracking information shows that your package is still in transit beyond the expected delivery timeframe, please contact us so we can assist you in checking the shipment status.
If tracking shows the package as delivered but you cannot locate it, please first check:
* Around your property or designated delivery area
* With household members
* With neighbors
* With your local carrier or delivery office
If you still cannot locate the package, please contact us and we will assist you where possible.
9. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Crazypets is not responsible for packages that are delayed, returned, or lost due to an incorrect or incomplete address provided by the customer.
If a package is returned to us because of an incorrect address, additional shipping charges may apply if you request that the package be shipped again.
10. Refund Processing
If a refund is approved, it will be issued to your original payment method.
Please allow several business days for the refund to appear in your account after it has been processed. Processing times may vary depending on your bank, credit card provider, or payment service.
Original shipping charges may be non-refundable unless the refund is related to an error, defect, or damage for which Crazypets is responsible.
11. Consumer Rights
Nothing in this policy is intended to limit any rights you may have under applicable consumer protection laws.
Where local law provides mandatory rights or remedies for defective, damaged, misdescribed, or non-conforming goods, those rights will continue to apply.
12. Contact Us
If there is a problem with your order, please contact us before taking any further action. We will do our best to review the situation fairly and provide an appropriate solution.
Crazypets Customer Support
Email: crazypets2026@hotmail.com
Please include your order number and relevant photos when contacting us about an order issue.
Thank you for choosing Crazypets. Every personalized item is made especially for you and your pet, and we truly appreciate your support of handmade and custom-made products.