Refund and Return Policy

Coffee & Cookie Design · Last Updated: May 2026

We put real heart into every piece we make. If something isn’t right, we genuinely want to hear from you and make it right. Please read below so you know what to expect before placing your order.

Personalized & Custom Items

Because every memorial keepsake is made especially for you — with your pet’s name, photo, or personal details — we’re not able to accept returns or exchanges on these items unless:

  • Your item arrives damaged or broken
  • There’s a defect in the materials or production
  • We made an error in the customization (i.e. we engraved the wrong name)

This is why we ask you to review your customization details carefully before placing your order. Once we begin production, changes can’t always be made.

Damaged or Incorrect Orders

If your order arrives damaged, broken, or not as described, please:

  • Contact us within 7 days of delivery
  • Send clear photos of the item and the packaging

We’ll arrange a replacement or refund as quickly as we can. We know how much these keepsakes mean, and we take this seriously.

Shipping Issues

We’re not responsible for delays caused by shipping carriers, packages marked as delivered but not received, or orders sent to incorrect addresses provided at checkout. For packages that go missing, we’ll do our best to help investigate with the carrier.

How Refunds Are Processed

If a refund is approved, it will be issued to your original payment method. Refunds are processed immediately, however, processing times vary depending on your bank or payment provider — typically 3–10 business days. If you could see the refund after 10 business days and the original charge is still visible on your bank statement, you should contact your bank for more information.

How to Reach Us

To request a return or report a problem, email us at hello@coffeencookiedesign.com with your order number, a description of the issue, and photos if applicable. We’ll respond within 1–2 business days.

Still have questions? We’re here.

Email us at hello@coffeencookiedesign.com — we reply within 1–2 business days.

— Michelle & Evan, Coffee & Cookie Design