While we hope you’ll love your personalized 3D crystal, we understand that sometimes returns are necessary. We’re here to help make the process smooth. Below is everything you need to know about returning your custom crystal.

 

 

30-Day Money Back Guarantee:

You can return your item within 30 days of delivery. After this period, we will not be able to offer refunds or remakes.

Please ensure that returns are in their original packaging and that the item is in the same condition as when it was received.

Proof of purchase is required for all returns. The easiest way to provide this is to print your email receipt and include it with your return.

You are responsible for return shipping costs.

Note: Gift cards or promotional cards cannot be returned. For more details on returns, exchanges, damaged items, cancellations, and gift cards, please refer to our Terms and Conditions.

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Refunds:

Once we receive your return, we’ll send you an email update. If approved, your refund will be processed and applied to your original payment method. Please note that this can take a few days.

Partial refunds may be issued if the returned item is not in its original condition.

Shipping fees for expedited options are non-refundable once the order has been shipped.

If you haven't received your refund after a few days, first check with your credit card provider or bank. If the issue persists, contact us at support@pawcrystal.com, and we’ll assist in resolving the issue.

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Cancellations:

We work quickly to create your custom crystal, so if you need to cancel, notify us as soon as possible at support@pawcrystal.com.

If your order is already in production or ready to ship, we may not be able to cancel it.

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Missing Packages:

If your package hasn’t arrived by its estimated delivery date, check the status using your tracking number. If the site indicates your package was delivered, check with neighbors or nearby addresses.

If you still can’t locate your package, contact us at  support@pawcrystal.com, and we’ll help track it or arrange for a remake.

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Damaged Items:

If your crystal arrives damaged, we can assist with a remake. Here’s what you need to do:

• Open your package promptly and notify us within 48 hours of delivery.

• Send us photos of the damaged item, packaging, and shipping materials to  support@pawcrystal.com

• Our team will assist you in resolving the issue.

 

Remakes:

If something is wrong with your crystal, we may be able to remake it. Send a photo of the crystal against a dark background to  support@pawcrystal.com, and explain what needs to be fixed. Because our products are custom-made, we only remake items with manufacturing issues, excluding any design enhancements made during production. For more details on our editing process, check our FAQ.