Returns & Exchanges Policy

Last updated: November 2, 2026

Sometimes a hoodie runs snug over a flannel, a throw turns out too small for the sofa, or a gift simply misses the mark. At Paws And Pine you have 60 days to send any product back, for any reason, and the return label is on us. This page is about the return trip itself: what can come back, how to start, how to pack it, and how exchanges work. How and when your money comes back is covered separately in our Refund Policy.

1. Your 60 days, explained

The 60 days start on the day your parcel is delivered, not the day you ordered. To be inside the window you only need to contact us within those 60 days; you do not need to have the item back with us by day 60. If your order arrived in more than one parcel, each item’s window starts from the day that item was delivered.

Gifts follow the same rule. If a friend in Australia received a breed portrait throw from you, the 60 days run from the day it reached them, and either of you can contact us to start the return. We will need the order number, which the buyer can find in their confirmation email.

2. What you can send back

Everything. Our 60-day return applies to every product on the shop, and to every reason, including:

• The size is wrong: a hoodie, sweatshirt or tee that is too tight or too roomy, a bandana that does not sit right around your dog’s neck, or a crate mat that does not match the crate.
• The size is right but the item is not: a 30 x 40 in throw that turns out too small for a three-seat sofa where a 50 x 60 in would have worked better.
• You changed your mind, or the person you gifted it to already had one.
• Personalised pieces, such as a custom photo blanket with your cat Pepper’s portrait, or a hoodie with your dog’s name on it.
• Something arrived damaged, faulty or different from what you ordered.

A note on personalised items

Many stores refuse returns on custom pieces. We accept them inside the same 60 days. We print exactly what you send us, and we do not send a proof first, so please check the pet name and photo link carefully before ordering. If you notice a typo right after ordering, the quickest fix is not a return but a change: email us within 24 hours as explained on Cancel or Change an Order.

A note on items for your pet

Pet beds, crate mats and bandanas can come back too. If your pet has already been using the item, please shake out loose fur before packing it, so the return arrives in a state we can handle. That small courtesy does not affect your right to return it.

3. Starting a return, step by step

1. Write to us. Email [email protected] or use Submit a Ticket. Put “Return” and your order number in the subject line.
2. Tell us what is coming back. List each item, its size or option, and a sentence about why. “Too small” is a perfectly good reason. Say whether you would like an exchange or your money back.
3. Add photos if something is wrong. For damage, a fault or a mismatch with your order, attach clear photos of the item and of the problem.
4. Receive your label. We reply within 24 hours on business days with return instructions and a free return label.
5. Pack and send. Follow the packing tips in section 4, attach the label, and drop the parcel off. Keep the receipt you get at drop-off until your return is complete.
6. Hear from us. We email you when the return arrives and tell you what happens next: an exchange on its way, or a refund under our Refund Policy.

Please do not send anything back without writing to us first. A parcel that turns up without a return request takes us much longer to match to an order, which slows everything down for you.

We have not set a fixed number of days for sending the item back once you have your label. If you need a little time, for example because you are away on a camping trip, just tell us when you write and we will work with you.

4. Packing the return trip

A few minutes of packing saves a lot of trouble later.

• Fold blankets and throws neatly and put them in a bag or box so they stay clean in transit.
• Wrap mugs and ornaments in paper or soft fabric and pack them in a box with no room to rattle. Mugs should never travel back in a soft mailer.
• Put a slip of paper with your order number inside the parcel, even if it is also in your email.
• If you are returning several items from one order, send them together in one parcel if they fit, using the single label we send.
• Remove or cover any old shipping labels on a reused box so only our return label is visible.

5. Exchanges for a different size or option

An exchange is the easiest way to fix a fit. Here is how it works:

1. Tell us in your return email which size or option you would like instead, for example a 3XL hoodie in place of a 2XL, or a Large pet bed instead of a Medium.
2. We confirm the swap, check that the new option is available, and send you the free return label.
3. The replacement goes through our usual 1–3 business day preparation and then 7–14 business days in transit, with free shipping as always.

Before choosing a new size, take a look at our Size Guide, which explains how to measure a favourite garment, your pet’s neck or your crate. If you are switching between products, for instance from a sweatshirt to a hoodie, we handle that as a return of the first item plus a new order for the second, so the right price applies to each.

Exchanging a personalised piece

If you want a custom blanket in a bigger size, or a custom hoodie in a different size, the replacement is a new print made from the details you give us. Send the pet name and photo link again in your email, even if they have not changed, so we print exactly what you want. This is also a chance to swap to a sharper photo if the first one looked softer than you hoped.

6. Damaged, faulty or not what you ordered

If an item reaches you damaged, has a fault, or does not match the options you chose at checkout, tell us as soon as you notice. Send photos of the item, the problem and the packaging it arrived in. We look at what you sent, compare it with your order, and reply with the fix. Depending on the case we may ask you to send the item back with a free label, or we may tell you that you can keep it. Either way, the item is also covered by the same 60-day return window as everything else.

When a printed name or photo does not match what you typed or linked at checkout, that is our mistake to fix. When it matches exactly what was entered, including a typo, it is still returnable within 60 days, and an exchange with corrected details is an easy route.

7. Some returns, told as stories

The sweatshirt bought for layering

You ordered a crewneck sweatshirt one size up so it would fit over a flannel shirt on cool mornings, but it hangs too long. You email us on day 12, ask for your usual size, and get a free label. The new sweatshirt starts its trip once we hear back from you about the swap.

Two pets, one blanket

You ordered a custom blanket with your dog’s photo, then realised it would mean more with both your dog and your cat on it. You can return the first blanket within 60 days and place a new order with a photo that includes both pets. If you notice within 24 hours of ordering, it is simpler still: email us and change the photo link before printing begins.

A gift that missed the mark

Your sister in Canada already owns a cabin campfire throw very like the one you sent. She can email us with the order number, receive a free label, and send it back. The refund goes to you, the buyer, as explained in our Refund Policy.

A memorial blanket that did not feel right

Sometimes a blanket made to remember a pet who has passed brings up more than expected, or the photo chosen in a hard week is not the one you would pick now. That is a completely valid reason to send it back. Write to us in whatever words feel right; you do not need to explain more than you want to. We will send the free label, and if you would like to try again with a different photo, we will help you check the new link before anything is printed.

8. Who does what on a return

9. When a return is not the right tool

If your order has not shipped yet, a return is more work than you need. Email us to change or cancel it instead; the window is 24 hours from placing the order. If the parcel has not arrived at all, see our Shipping & Delivery page, or check its status on Order Tracking and email us so we can tell you where your order is.

10. Your photos after a return

Photos you share for custom items are deleted 30 days after delivery. If you plan to exchange a personalised item after that point, include the photo link again in your email so we can print the replacement.

11. Write to us about a return

Email [email protected] with your order number and what you would like to send back. We reply within 24 hours on business days. More answers are in our FAQs and the Help Center.