Refund policy

Made to order, made right

Every LylaLoo piece is personalized and made to order in Colorado, so we can't accept returns for reasons like a change of mind, an incorrect name or dates entered at checkout, or ordering the wrong size or style. Please double-check spelling, breed, dates, and phrases before you place your order.

Our mistake promise

If we make it wrong, we'll make it right. If your item arrives with a production defect, shipping damage, or an error on our end (wrong name, wrong breed art, wrong size or finish), email jr22porter@gmail.com within 30 days of delivery with your order number and photos of the issue. We'll remake the piece or refund you — your choice. No need to ship the original back unless we ask.

Damaged in transit

Please inspect your order when it arrives. If it was damaged in shipping, contact us right away with photos of the item and packaging so we can sort it quickly.

Cancellations & changes

Because production starts shortly after you order, we can only change or cancel an order if it hasn't entered production yet. Email jr22porter@gmail.com as soon as possible and we'll do our best.

Refunds

Approved refunds are issued to your original payment method within 10 business days. If more than 15 business days have passed since your refund was approved, contact us at jr22porter@gmail.com.