Refund policy
We want you to love what shows up at your door. Here is how returns work, in plain terms.
Something Wrong With Your Order? We Fix It, Free
If your item arrives damaged, defective or misprinted, or if we sent you the wrong item, we make it right at no cost to you. You get a free replacement or a full refund, whichever you prefer.
You do not need to ship anything back. You never pay for return shipping, replacement shipping or anything else. There is no restocking fee and no argument.
Just email info@thepaintedwolves.com with your order number and a photo of the issue. That is the entire process. We will confirm and either put a replacement into production or issue your refund. Please contact us within 30 days of delivery.
This covers every item we sell, including personalized and custom items.
Changed Your Mind or Ordered the Wrong Size
You have 30 days from delivery to request a return for any other reason, including a change of mind or an incorrect size choice.
Every item we sell is printed to order for you specifically. A returned item cannot be restocked or resold, so change-of-mind returns work like this:
You pay the return shipping. We do not provide a prepaid return label.
You receive store credit for the price you paid for the item. We do not refund change-of-mind returns to the original payment method.
Original shipping costs are not refunded.
That is one rule, applied consistently to everyone. Store credit never expires and can be spent on anything in the shop.
Personalized and Custom Items
Items with custom text, names, personalization or bespoke modifications are made specifically for you and cannot be resold to anyone else. These items are non-returnable and non-refundable, including for wrong size or change of mind.
The only exception is the one above: if a personalized item arrives damaged, defective or misprinted, we replace or refund it in full at our cost.
Please check your spelling, personalization details and the size chart carefully before you order.
Condition of Returned Items
Items sent back for a change-of-mind return must be unused and in the same condition you received them, with all tags attached and in the original packaging.
For a blanket, unused means it has not been slept under, washed, dried, used by a pet or exposed to smoke, perfume, cooking odors, hair or food. Take it out of the bag, look at it, decide, and put it back. For apparel it means unworn and unwashed.
We reserve the right to decline a return that arrives used, washed, damaged or covered in pet hair, and to send it back to you at your cost.
How to Start a Return
Email info@thepaintedwolves.com with your order number and the reason for the return. Please do not ship anything back before we approve it, as unapproved returns cannot be processed.
Once approved, send your return to:
The Painted Wolves
Returns
PO Box 5031
Sarasota, FL 34277
United States
Our return address is a PO Box, so returns must be sent via USPS. UPS, FedEx and DHL cannot deliver to a PO Box, and those packages will be refused or sent back to you. We recommend a tracked USPS service. We are not responsible for returns lost in transit.
Refunds and Store Credit
We will notify you by email once we have received and inspected your return and let you know whether it was approved.
Approved store credit and refunds are processed within 10 business days of us receiving the item. For damaged, defective, misprinted or wrong items, refunds are processed within 10 business days of us approving your photo, with no return shipment required.
Your bank or credit card company may need additional time to post the funds to your account.
Exchanges
We do not process direct exchanges. The fastest way to get the item you want is to place a new order for it and start a return on the original item under the rules above.
Cancellations
Orders can be cancelled for a full refund any time before they enter production. Email info@thepaintedwolves.com with your order number as soon as you can. Once an item is in production it cannot be cancelled.
Questions
Email info@thepaintedwolves.com and we will sort it out.