Refund and Return Policy

Coffee & Cookie Design · Last Updated: March 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.

Non-Personalized Handmade Items

For non-personalized handmade items, we accept returns under these conditions:

  • Request is made within 14 days of delivery
  • The item is unused and in its original condition and packaging

Return shipping costs are the customer’s responsibility unless the return is due to our error. Please contact us before sending anything back.

Print-on-Demand Products

Items like mugs and prints are produced and shipped by our printing partner, Printify and Printdors. These products are made specifically when you order them. We accept exchanges or replacements for manufacturing defects or damaged items — please contact us within 14 days of delivery with photos. Change-of-mind returns are not available for print-on-demand products.

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.

Engraving & Customization Services

When you bring us an item to engrave or customize, please know that laser engraving is a permanent process. Results can vary depending on the material, its coating, and its surface condition.

For customer-supplied items: we take every precaution, but we cannot be held responsible for unexpected material reactions or damage that may occur during the process. By proceeding, you’re acknowledging this inherent risk.

Service orders are non-refundable once work has begun.

Digital Products

Digital files (such as custom portrait artwork) are non-refundable once they’ve been delivered. If you have a technical issue accessing your file, just reach out and we’ll sort it out.

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. Processing times vary depending on your bank or payment provider — typically 3–10 business days.

How to Reach Us

To request a return or report a problem, email us at cncmeow@gmail.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 cncmeow@gmail.com — we reply within 1–2 business days.

— Michelle & Evan, Coffee & Cookie Design