Refund Policy

Our Satisfaction Guarantee

At TippyTop, we stand behind our work. We want you to be absolutely thrilled with your pet portrait. If you're not satisfied with your order, we'll work with you to make it right.

Digital Portrait Preview

Before you order a physical print, you'll see a preview of your AI-generated portrait. You can regenerate the portrait up to 3 times until you're happy with the result. Once you approve the preview and place your print order, the design is considered final.

Printed Products

Quality Issues

If your order arrives damaged, defective, or with print quality issues, we will:

• Replace the item at no additional cost, OR
• Provide a full refund

Please contact us within 14 days of receiving your order with photos of the issue.

Shipping Issues

If your order is lost or significantly delayed in transit (more than 30 days past estimated delivery), we will:

• Reship your order at no cost, OR
• Provide a full refund

Change of Mind

Because our portraits are custom-made to order, we cannot accept returns or provide refunds for change of mind. However, if you're genuinely unhappy with your portrait and it was not due to photo quality issues, please reach out to us. We review these requests on a case-by-case basis and want to find a solution that works for you.

Order Cancellations

You may cancel your order for a full refund if:

• The order has not yet entered production
• You contact us within 24 hours of placing the order

Once production has started, cancellation may not be possible. Please contact us as soon as possible if you need to cancel.

How to Request a Refund

To request a refund or report an issue:

1. Email us at hello@tippytopstudio.com
2. Include your order number and the email used to place the order
3. Describe the issue and attach photos if applicable
4. We'll respond within 24-48 hours with next steps

Refund Processing

Once approved, refunds are processed within 5-7 business days. The refund will be credited to your original payment method. Please note that your bank may take additional time to reflect the refund in your account.

Exceptions

We cannot offer refunds in the following situations:

• Poor quality source photos that affect the portrait output (we provide photo guidelines)
• Incorrect shipping address provided by the customer
• Orders delivered to the correct address but not collected
• Requests made more than 30 days after delivery