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Returns and refunds

💕 Returns & Refunds Policy

Pennie & Pennie Custom Design

Thank you for shopping with Pennie & Pennie Custom Design! Every product is handmade and customized with love, so we want to make sure your experience is as smooth as possible. Please review our policy below before placing your order.

🎨 Custom & Personalized Items

  • All items are custom-made to order. Because each product is created specifically for you (with your chosen names, colors, images, or designs), we do not accept returns or issue refunds once production has begun.
  • Please double-check all personalization details (spelling, dates, sizes, and images) before submitting your order.

🛍️ Order Cancellations

  • Orders may only be canceled within 24 hours of purchase if production has not yet started.
  • After 24 hours or once the design process begins, cancellations and refunds are not available.

🧾 Refund Eligibility

Refunds are only available under the following conditions:

  1. If the product arrives damaged due to shipping or manufacturing issues.
  2. If there is a design or printing error on our part.

To qualify for a refund or replacement:

  • Notify us within 3 business days of receiving your order.
  • Provide clear photos of the item and packaging for review.
  • Once approved, we will issue a replacement or partial/full refund, depending on the situation.

🚫 Non-Returnable Items

We cannot accept returns or exchanges on:

  • Custom or personalized products
  • Sale or clearance items
  • Digital downloads or design transfers (DTF/sublimation sheets once printed)

🚚 Lost or Damaged Packages

  • Once your order has shipped, Pennie & Pennie Custom Design is not responsible for delays, damage, or loss caused by the shipping carrier (USPS, UPS, etc.).
  • For lost or damaged packages, please file a claim directly with the carrier. We’ll assist where possible.

💌 Customer Care Promise

We want you to absolutely love your custom item! If there’s any issue with your order, please contact us at

📧[email protected] within 3 business days of receiving your package, and we’ll do our best to make it right.

💖 Thank You

Your support means everything! Each item from Pennie & Pennie Custom Design is handmade with care and creativity just for you.