Refund policy

Custom portraits and returns

Each Boone & Tail portrait is created for your pet from the photo and details you provide. For that reason, we do not accept returns or exchanges for a change of mind, a customer-selected photo, size, or finish, or a preference about the artwork after the custom piece has been made. We do not send a separate artwork proof before printing.

If something arrives wrong or damaged

If your portrait is damaged in transit, lost in transit, printed incorrectly, or arrives as the wrong item, size, or finish, please contact us as soon as you discover the problem, preferably within 30 days of delivery or the estimated delivery date. Include your order number and clear photos of the product and packaging when available. For a lost parcel, include the tracking details. We will review the issue and, when confirmed, arrange a replacement at no additional cost. If a replacement cannot reasonably resolve the problem, we will refund the affected item to the original payment method. We may ask you to keep the item or provide additional information; please do not mail anything back before contacting us.

Order changes and delivery delays

Because we begin work on custom orders promptly, changes or cancellations after purchase cannot be guaranteed. Please contact us immediately if you need to correct a photo, address, size, or other order detail. If we cannot ship within the stated timeframe, we will notify you of the delay and your available cancellation and refund options. To ask for help, use our contact page or reply to your order confirmation. This policy does not limit any rights you have under applicable law.