Our #1 goal at Petsies is to create a handmade stuffed animal lookalike of your pet that you fall in love with. Whether it’s to celebrate your current pet or honor a past pet, your Petsies plush is way more than a stuffed animal: it is a tribute to your furry best friend!
If your stuffed animal arrives with a defect listed below, we will either touch-up or replace the plush at no charge to you. The following are covered under the guarantee:
Tears, rips, holes, and similar sewing mistakes or oversights
Damage caused while the plush is in transit, including water damage
Our failure to follow your selected customizations in our Creation Wizard (e.g., mouth position, ear style, body posture, etc.)
Markings you specified in the description that we failed to include
Airbrush coloring (e.g., you specified golden brown but the plush is dark grey)
Customer Service Lead
Due to the custom, handmade nature of our service, we do not offer refunds for differences of opinion. We only offer remakes, touch-ups, or refunds for situations listed above as covered by the craftsmanship guarantee. If any of the above occur, please contact us within 15 days of receiving your plush. Please send an email to [email protected] with (a) your order number in the subject line (b) photos of the stuffed animal showing the defects mentioned above. At the discretion of our design team, we will either replace the plush or give you a return label to ship the item back to our facility for a touchup. We apologize in advance for any mistakes and will make things right!
Please give our team 2-4 business days to reply to your requests, especially during the holidays. If you are unhappy with the custom stuffed animal you received for a reason not covered by the Craftsmanship Guarantee, we still want to do our best to make you happy! We will create an entirely new Petsies plush for you based on your design direction for a reduced price of $75. Click here to request your remake.
That’s because the stuffed animal isn't your dog :) All jokes aside, it’s important to set the expectations that a stuffed animal will never have the same twinkle in its eye or curl its lips up the same way as your actual animal. We pride ourselves on sewing handmade stuffed animals that match your dog as best as a plush lookalike can. But we, like every artist, are limited by the fact that we use hypoallergenic plush and specialty plastic eyes... whereas real dogs have… well… real fur and real eyes!
That's ok, we totally get it. Whether you are anxious about the end result or unsure it fits into your budget, it's important to us that you feel good about your purchase.
That's why we've created our Sneak Peek guarantee:
Customers who select the Sneak Peek upgrade during the customization of their custom stuffed animals will receive photos of their plush while it’s in production. It’s like you’re right there with us working on your stuffed animal!
After seeing the photos, you can approve the plush or send it back with your changes until we get it right.
We are confident in the design of all of our stuffed animals, and the Sneak Peek guarantee shows our commitment to our goals of customer satisfaction.
Thank you again for entrusting us with the creation of your custom stuffed animal of your pet.
Last Updated: Oct 13, 2017
We'll send you a reminder as promised.
And now: back to more cute pets!