Refund policy

Returns & Refunds Policy

At Wax Arc, every piece is made to order and hand-finished for your pet. If something isn't right, we'll make it right — that's our 100% Happiness Guarantee.

30-Day Quality Promise

If your item arrives damaged, defective, or anything other than what you approved, contact us within 30 days of delivery. We'll send a free replacement or issue a full refund — your choice. No need to ship anything back.

What's Covered

• Manufacturing defects (print flaws, stitching, material faults)
• Damage in transit
• Wrong item or wrong size shipped
• The final product differs from the digital proof you approved

What's Not Covered

Because each item is custom-made for your pet, we can't accept returns or exchanges for:

• Change of mind
• Photo quality issues (we recommend clear, well-lit photos — and we always send a proof before printing)
• Damage after delivery (wear and tear, chewing, improper washing)
• Items sent back without contacting us first

How Our Process Protects You

Every order includes a free digital proof within 24 hours, with unlimited revisions. Nothing prints until you approve it — so what you see is what you receive. Once you approve the proof, the design is final.

How to Make a Claim

Email hello@waxarc.com within 30 days of delivery with:

1. Your order number
2. A brief description of the issue
3. Clear photos of the item and packaging (for damage claims)

We reply within 24 hours and typically resolve claims within 2–3 business days.

Refunds

Approved refunds go back to your original payment method within 5–10 business days. Shipping costs are refundable only when the error is on our side.

Exchanges

Since each piece is custom, we don't do direct exchanges. Want a different size or style? Contact us — for approved claims we reprint free; in other cases we'll often offer a courtesy discount on a new order.

Late or Missing Refunds

If 10 business days have passed and you don't see your refund, check with your bank or card issuer first, then contact us.