Refund policy
Your sweatshirt is stitched just for you. That means the way we handle returns is different from an off-the-shelf brand — and we want the rules to be crystal clear so there are no surprises.
How the design preview works
Within 48 hours of your order, we'll email you a digital preview of your pet's embroidery — same color sweatshirt you picked, final design.
- If you want a tweak, just reply within 48 hours and we'll revise.
- If we don't hear from you within 48 hours of sending the preview, the design is automatically approved and we start stitching. (We'll send a reminder before the window closes.)
Once the design is approved — either by your reply or by the 48-hour window passing — the sweatshirt is locked into production and we can no longer make changes.
The Woven Promise
You approve the design. We stitch it exactly like that — or we remake it free.
If your finished sweatshirt arrives and it clearly doesn't match the preview you approved, email hello@wovenandpaw.com with a side-by-side photo within 48 hours of delivery. We'll remake the embroidery from scratch at no cost — no return shipping, no fine print.
Why 48 hours? Custom embroidery is reviewed by a human, and once a piece leaves our hands looking like the preview you approved, we have to treat the order as complete. Acting quickly while the comparison is fresh keeps us both honest.
If the sweatshirt arrives damaged or defective
Totally different issue, and totally covered. Email us within 30 days with photos — wrong color, hole, printing defect, delivery damage, anything we missed — and we'll replace it at no cost.
Size swaps
Ordered the wrong size? If the sweatshirt is unworn and unwashed, email us within 7 days of delivery and we'll swap for the correct size at the cost of shipping only. The embroidery stays on the original piece — we can't move thread to a new garment after the fact. (Our size chart is at the bottom of every product page to help you pick right the first time.)
What we can't take back
- Custom embroidered sweatshirts that match the approved preview (this is why the preview matters — it's your chance to flag anything off)
- Sweatshirts that have been worn or washed
- Claims made outside the 48-hour post-delivery window for embroidery quality
- Orders where the customer chose the wrong size outside the 7-day size-swap window
The reason is simple: we can't resell a sweatshirt stitched with your dog's face on it. Every custom order is made once, just for you.
Order cancellation
- Before you approve the preview (either actively or by the 48-hour auto-approval) → fully cancelable, full refund.
- After approval → the sweatshirt is in production and we can no longer cancel.
Refunds
Where a remake isn't possible or appropriate, refunds go back to the original payment method within 5–10 business days.
Questions
Email hello@wovenandpaw.com. A human reads every message.