Refund policy

REFUND POLICY

Custom products

We are unable to offer returns or refund for our custom products since they are made specifically just for you. In the event that your order arrives damaged in any way, please email support@sigmapooch.com as soon as possible with your order number and a photo of the item's condition.

Non-custom products

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at support@sigmapooch.com. 

CANCELLATIONS

Once your custom order is placed, our team begins processing it promptly. If you wish to cancel your order, please notify us by emailing support@sigmapooch.com within 12 hours of placing your order.

Please note that after 12 hours, cancellations are no longer possible. If your cancellation request is received within the initial 12-hour period but our artist has already commenced work on your embroidery design, a non-refundable fee of $15 will be applied to compensate for their time and effort.

Prior to placing your order, we strongly advise referring to our size chart to ensure accurate sizing selection. Please select the correct size and color carefully, as refunds cannot be issued due to incorrect sizing choices, given the customized nature of our products.

REVISIONS TO EMBROIDERY PROOF

    • One complimentary minor change for the embroidery design proof is included with the purchase. Additional revisions or major changes will incur a fee of $15.
    • If you opt to change the provided photo after the artist has completed the design, a fee of $20 will be applicable.
    • Once production has commenced, changes to the embroidery design are no longer feasible.

    Damages and issues
    Please inspect your order upon reception and contact us immediately at support@sigmapooch.com if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

    Refunds

    We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we’ve approved your return, please contact us at support@sigmapooch.com.