Returns Policy

Thank you for shopping with us, if you are not satisfied with your purchase we are here to help.

Most of our items are custom orders and as such our policies are derived based on that assumption. Policies regarding any items sold “premade” are explicitly stated otherwise.

Returns Policy #

Due to the unique nature of our custom art pieces we only provide full refunds for items that are damaged through delivery or that do not meet the specifications in your order. So please be careful when placing your order. As we work together please let us know if you want details changed, or something different, or are concerned your vision is not being met. If upon delivery you are truly not satisfied with your custom piece you may return it for a 50% refund.

All premade orders are returnable for a full refund for any reason.

If you do seek a refund, you are responsible for the cost of shipping the item back to us.

Orders must be returned within 14 days of the date your recieve the item.

Refunds will be processed within 2-3 business days of when we receive your returned item.

Damaged Items #

If your purchase arrives damaged please let us know immediately. If possible provide photos of the damage done.

Any premade orders will be fully refunded within 2-3 business days of your notification, with no need to return the item.

All custom orders will be fully refunded, but we request you return the damaged item so we can salvage it. If you’d like us to repair and return it OR to remake and ship a new piece, we can work together to make that happen.

We will provide shipping labels for the return of any damaged items.

Cancelation of Order #

Again, due to the unique nature of our art pieces, cancelations are allowed but we may not be able to give you a full refund. We make these items specifically for you, so please be careful in your ordering. If a misunderstanding arises, we would like to find a happy resolution to the problem through direct communication. Ultimately we want you to be happy with your purchase and your vision come to life. Sometimes that just doesn’t happen, but we will certainly try to find a way to pivot together. These situations will be determined on a case by case basis.

PreMade Orders #

Any purchases that are for items listed “premade” are already made and returns and refunds are available within 14 days of delivery. You, the purchaser, will be required to return the item in the same condition you received it in order to recieve your full refund. You are also responsible for the return shipping costs.

Shipping Costs #

You are responsible for the shipping costs of returns, excluding damaged items.

Contact Us #

If you have any questions, please contact us via email or through the purchasing forum you used.

All returns must be shipped to the following address:

Hoof & Paw

5007 Highland Court

Austin, TX 78731