Returns, Replacements & Order Support
Every DoggyClone product is made specifically for you from your photos and personal preferences.
Because customized products are individually made, they cannot normally be returned simply because you change your mind. However, if there is a problem with your order—such as damage during shipping, a manufacturing error, or a significant difference from the approved design—we're here to help.
Please read the information below to understand what happens at each stage of your order.
1. Before Your Design Is Created
Can I cancel my order?
If you need to cancel your order, please contact us as soon as possible.
If we receive your cancellation request before the design process has started, you may be eligible for a full refund of your product payment.
Once we have started preparing your custom design, the order may no longer qualify for a full refund.
For cancellation requests after the order process has started but before handcrafting begins, 50% of the product payment will be refunded.
Once handcrafting or production has started, cancellation may no longer be available.
Can I change my photos or customization details?
Yes, if your custom design has not yet been created.
Please contact us as soon as possible if you need to replace photos or update your customization information.
Once the design process has started, changes may not always be possible.
2. During the Design Process
Will I see my design before production?
For eligible custom 3D products, yes.
We'll create a 3D preview based on your photos and customization details before production begins.
You will have the opportunity to review the design and request one free revision.
How many revisions are included?
Each eligible custom 3D product includes:
- One 3D preview
- One free revision
- Final approval before production
After your free revision has been completed, additional revisions may require an additional fee.
Production will begin only after you approve the final design.
Can I request changes to my 3D preview?
Yes.
After receiving your 3D preview, you may request one free revision before production begins.
After the revision is completed, we'll send you the updated design for approval.
Additional revisions may require an additional fee.
Once you approve the final design, production can begin.
3. After Design Approval
Can I make changes after I approve the design?
We strongly recommend reviewing your design carefully before approval.
Once you approve the final design, we may begin production. After production starts, changes to the design, size, pose, outfit, or other customization details may no longer be possible.
If you request a change after production has started, please contact us. We'll review the situation and let you know whether the change is possible and whether an additional cost applies.
Can I cancel my order after I approve the design?
Once your design has been approved and production has started, cancellation is generally no longer available because your product is made specifically for you.
If you have an urgent issue, please contact us as soon as possible and we'll review your order status.
4. After Production Starts
Can I cancel a custom order after production begins?
Generally, no.
Once handcrafting or production has started, materials, labor, and production time have already been committed specifically to your order.
For this reason, customized products cannot normally be cancelled or returned due to a change of mind after production begins.
However, this does not affect your rights if your product arrives damaged, has a manufacturing error, or has another issue caused by us.
Returns for Custom Products
Can I return my custom product if I change my mind?
Generally, no.
Because every DoggyClone product is individually made from your photos and customized for you, customized products cannot normally be returned simply because you:
- Changed your mind
- No longer want the product
- Ordered the wrong size
- Don't like the result after approving the design
- Decided you would prefer a different style after production
This policy exists because your product is made specifically for you and cannot normally be resold to another customer.
However, if there is a genuine problem with your order, please contact us. We're happy to review the situation and provide an appropriate solution.
If Something Goes Wrong
We want you to receive a product you're happy with. If your order has a problem caused by shipping, manufacturing, or production, please contact us and we'll review it.
Damaged in Transit
If your package arrives damaged, please contact us as soon as possible.
Please send us:
- Your order number
- Photos of the damaged package
- Photos of the damaged product
- Any other photos or information that may help us understand what happened
After reviewing the issue, we will provide an appropriate solution.
If the damage occurred during shipping and the product needs to be replaced, we will remake and reship the product at no additional cost to you.
Lost Package
If your package is confirmed to be lost during shipping, please contact us.
We'll investigate the shipment and work with the shipping carrier as necessary.
If the package is confirmed lost, we will remake and reship your custom product at no additional cost to you.
Manufacturing Error
If your product has a manufacturing error—for example, a significant production defect or an incorrect customization caused by our production process—please contact us.
We'll review the issue and, when the problem is confirmed to be our responsibility, we will provide an appropriate solution, which may include a replacement or remake at no additional cost.
Significant Difference from the Approved Design
For products that include a 3D preview, your final product is made based on the design you approved before production.
If your finished product is significantly different from the approved design due to an error on our side, please contact us.
We'll compare the finished product with the approved design and review the issue.
If the difference is confirmed to be our production error, we will provide an appropriate solution, which may include a remake or replacement at no additional cost.
Please note that handmade products may have minor variations in painting, texture, color, and finishing. These natural variations are part of the handmade process and are not necessarily considered manufacturing defects.
What Is Not Considered a Manufacturing Error?
Minor differences that naturally occur during handmade production are not normally considered defects.
These may include:
- Slight color variations
- Minor differences in hand-painted details
- Small variations in texture or finishing
- Minor differences caused by the handmade production process
For customized products, the final result may also have slight visual differences from photographs or digital previews because the product is physically handcrafted.
We aim to create a strong likeness and faithfully reproduce the approved design, but handmade products are not machine-perfect replicas.
Order Support
What information should I provide if there is a problem?
Please contact us with:
- Your order number
- A description of the problem
- Clear photos or videos showing the issue
- Photos of the packaging if the product was damaged during shipping
Providing clear information helps us review your case more quickly.
How long do I have to report a problem?
Please contact us as soon as possible after receiving your order if you notice any damage, manufacturing issue, or significant discrepancy.
The sooner you contact us, the easier it is for us to investigate the issue and work with the shipping carrier or production team when necessary.
Address Changes
Can I change my shipping address after placing an order?
Please contact us as soon as possible if you need to change your shipping address.
If your order has not yet been shipped, we will do our best to update the address.
Once your package has been shipped, we may not be able to change the delivery address.
DoggyClone is not responsible for packages delivered to an incorrect address provided by the customer.
Important Notes
Custom Products Are Made to Order
Every custom product is created specifically for the customer. This is why normal change-of-mind returns are generally not available.
At the same time, we stand behind our work. If your order arrives damaged, is lost in transit, contains a manufacturing error, or is significantly different from the approved design because of an error on our side, please contact us.
We'll review the situation and work with you toward a reasonable solution.
Design Approval Matters
For products with a 3D preview, please carefully review your design before approval.
Your approval confirms that you are satisfied with the design and allows us to begin production.
Free 3D Preview + 1 Free Revision
After the included revision has been used and the final design has been approved, additional changes may require an additional fee or may not be possible once production has started.
Need Help With Your Order?
If you're unsure whether your situation qualifies for a replacement, cancellation, or other support, please contact us.
We're always happy to review your order and help find the best solution.
Contact DoggyClone →