Return Policy

Customized products are non-refundable.

As all TimoPaw products are custom-made, and these products cannot be resold. please understand that we cannot offer returns. Our artists pour their hearts and souls into creating these works. If you request a refund, we regret that it would waste the artist's effort and time. We sincerely appreciate your understanding and support of the hard work behind each piece.

We care more about the perfection of the work than you do. We will send you images for confirmation after completing the product. However, due to the unique nature of ceramic craftsmanship, we cannot guarantee a 100% accurate reproduction of the original product like a painting. 

 

We only support the following types of refund/exchange requests:

1. Customers who request cancellation within 24 hours of placing their order will receive a full refund; refund requests submitted after this period will not be accepted. The reason for this is that our artists often begin work as soon as you have placed your order.

2. If the product you receive has quality issues (including damage/shortage, or the actual product does not match your order), you can contact us to request a refund or exchange within 48 hours; refund requests submitted after this period will not be accepted.

3. If you receive a product with damaged packaging, please record an unboxing video and provide photos of the damaged product, and contact us within 48 hours to request a refund or exchange.

 

Lost Package:

If your package is lost in transit, we are happy to resend it and ensure your order is delivered. If you wish to cancel your order, we need an additional two weeks to confirm the final status of the package with the logistics provider before issuing a refund, as the package may still be delivered after the refund is processed.

 

Address Change:

If you need to change your shipping address, please send us an email before your order is shipped, specifying your order number, current shipping address, and the new address you wish to change to.

 

About Shipment：

In the event of a failed initial delivery due to an incorrect address, we provide only once complimentary re-delivery service. However, please note that if the second delivery attempt is unsuccessful, we cannot be held responsible for any resulting losses or damages. It is crucial to ensure the accuracy of the provided address to avoid any delivery complications.

*Please ensure that you provide the correct shipping address for delivery.