1. All Custom Orders Are Final Sale

At Sky Pet, every plush replica is custom-made to order based on the hotographs you provide of your beloved pet. Because each piece is personalized specifically for you, we do not accept returns, exchanges, or cancellations once production has begun.

All custom orders are final sale. This policy applies to both Standard and Express orders.

Please carefully review your pet's photos, selected size, and shipping information before completing your purchase. We are unable to remake a plush or issue a refund due to a change of mind, incorrect photos, or buyer's remorse.

2. Damaged, Defective, or Incorrect Items

We take great care to ensure every custom keepsake meets the highest quality standards. However, we understand that issues can occasionally arise.

If your plush replica arrives damaged during shipping, has a manufacturing defect, or does not match the custom specifications you provided (e.g., our team made an error in translating your submitted photo), please contact us within 5 business days of the delivery date.

To submit a claim, please email us at chenjingyi6661@outlook.com with:

• Your order number
• A clear photo of the received plush showing the defect or damage
• The original pet photo you submitted with your order (if relevant)

What Happens Next

If the Issue Is Our Fault:
We will remake your custom plush at no additional cost and ship the replacement within our standard production timeline.

If the Issue Is Not Our Fault:
We are unable to accept returns or remakes for issues caused by:

• Inaccurate or low-quality pet photos provided by you
• Discrepancies in fur color or markings due to limitations in the original photo
• Damage caused by mishandling, pets, or normal wear after delivery

In these cases, we are happy to offer a paid remake option at a 50% discount on the original purchase price.

3. Production & Shipping Timelines

Because each plush is a one-of-a-kind handmade piece, production times are longer than standard retail.

Standard Production

• Processing Time: Approximately 9 weeks from order confirmation

Express Production (Available at Checkout)

• Processing Time: Approximately 4 weeks from order confirmation
• An additional $80 USD Express Fee applies

Shipping

• Shipping costs are calculated at checkout and are non-refundable
• Delivery times are estimates and may vary depending on your location and carrier conditions
• We are not responsible for delays caused by customs, weather, or carrier disruptions

4. Payment

All payments are processed securely via PayPal. Our PayPal account is:

chenjingyi6661@outlook.com

You will be redirected to PayPal to complete your payment at checkout. Please ensure your billing and shipping information matches your PayPal details to avoid order delays.

5. Contact Us

If you have questions about your order or our policy, please reach out to us:

Email: chenjingyi6661@outlook.com
Response Time: We aim to respond to all inquiries within 24–48 business hours

6. Legal & Compliance Note

This Refund Policy is designed to comply with U.S. e-commerce regulations. Under the proposed Easy Returns Act, custom-made and personalized products that cannot be resold are explicitly exempt from mandatory return label requirements. This exemption supports our final sale policy for custom pet replicas.