Returns & Our Promise

Personalized Orders

Each keepsake is made specifically for one pet using the photograph, name, wording, flower, and frame choices submitted with the order. Because personalized products cannot be resold, they cannot be returned in the same way as standard, non-personalized products.

After you place your order, we prepare a digital proof for your review. Handmade production begins only after we receive your explicit approval.

Email Communication

A valid email address is required at checkout. Your order confirmation, digital proof, revision messages, finished-frame photograph, and shipping updates will be sent to the email address used to place your order.

Please enter an email address you check regularly. If you do not see an expected message from us, check your spam or junk folder and contact us for help.

If the email address supplied at checkout is incorrect, or if we cannot reach you for approval, your order will remain on hold until we receive your approval. We do not treat a missed email or a lack of response as approval.

Time spent waiting for your response, replacement photographs, or requested changes may extend the estimated delivery timeline.

Cancelling Before Production

If you need to cancel your order, email service@yanpinstyle.com as soon as possible. Please include your order number.

Orders may be cancelled for a full refund before we begin preparing the digital proof.

Once work on the digital proof has begun, contact us promptly. We will confirm whether cancellation is still possible based on the current stage of the order.

Once you approve the digital proof and handmade production begins, the personalized order can no longer be cancelled because it is being made specifically for you.

Your Digital Proof

Before handmade production begins, we send a digital proof so you can review:

• Your pet’s photograph and crop
• Your pet’s name and optional dates
• Your personalized wording
• The placement and overall layout

You may request reasonable adjustments to the photograph, wording, crop, or layout before approving the design.

Handmade production begins only after we receive your explicit approval of the digital proof. Please follow the approval instructions in our email.

If we do not receive your approval, the order will remain on hold. There is no automatic approval after 48 hours or any other period of non-response.

Production time is counted from the date we receive your approval, not from the date the proof is sent. For estimated production and delivery times, please see our Shipping & Delivery page.

After You Approve the Design

Once you approve the digital proof, we begin producing a keepsake made specifically for your order.

Once handmade production has begun following your approval, personalized orders cannot normally be cancelled, returned, or refunded because of a change of mind, a preference change, or incorrect information that appeared in the approved proof.

Please carefully review all names, dates, wording, spelling, photograph placement, and design details before approving your proof.

Finished Photo Before Shipping

After your keepsake is completed, we send a courtesy photograph of the finished frame before it is packed and shipped.

This photograph is a final quality update, not a second design-proof or approval stage. You do not need to approve this photograph for your order to ship.

Adjustments requested after handmade production has been completed may not be possible. If you notice an error, please contact us promptly so we can review it.

If We Made an Error

If the finished keepsake does not match the digital proof you approved because of an error made by YP Pets, contact us within 7 days of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs showing the item received

After reviewing the order and approved proof, we will provide an appropriate resolution. Depending on the circumstances, this may include a correction, replacement, or refund.

Damaged Orders

If your keepsake arrives damaged, contact us within 7 days of delivery.

Please include:

• Your order number
• Clear photographs of the damaged keepsake
• Photographs of the shipping box and packaging
• A photograph of the shipping label, if available

Please keep the item and its original packaging until we have reviewed your request. Depending on the damage, we may offer a replacement, repair, or refund.

Incorrect or Missing Items

If you receive the wrong product or frame color, or another part of your order is missing, contact us within 7 days of delivery. We will review the order and arrange an appropriate correction.

Handmade and Color Variations

Screen brightness, device settings, printing, natural materials, and lighting may cause small color differences between the digital proof, website photographs, and finished keepsake.

Because the flowers are shaped and arranged by hand, minor variations in placement, shape, and finish are natural. These small variations are part of a handmade product and are not considered defects.

The finished keepsake should still follow the photograph, wording, and overall layout shown in your approved digital proof.

Shipping Issues

If tracking shows that your package was delivered but you cannot locate it, first check around the delivery location, with household members or neighbors, and with the shipping carrier.

If tracking has not updated for more than 5 business days, or your package is more than 5 business days past its estimated delivery date, contact us so we can help investigate. Carrier delays and confirmed-delivery disputes are reviewed individually.

Please see our Shipping & Delivery page for additional delivery information.