Refund & Return Policy

Effective Date: 19/03/2025

At Cushy Pups, we want you to love your custom-made items. If you are not 100% satisfied with your purchase, we offer a hassle-free return and refund policy. Below, you will find details about our return process, eligibility, and how to request a refund or exchange.


Returns & Exchanges

Eligibility for Returns

We accept returns and exchanges under the following conditions:

Non-Customized Items: If you purchased a non-personalized item, you may return it for a full refund or exchange within 30 days of delivery. The item must be unused, in its original condition, and in the original packaging.

Custom-Made & Personalized Items: Since our custom pet pillows, personalized jewelry, and other made-to-order items are uniquely crafted for you, they are final sale and cannot be returned or exchanged unless:

  • The item arrives damaged or defective.
  • The order received is incorrect (wrong product, size, or personalization).

If you have any concerns about the quality of your custom item, please contact us at sales@cushypups.com, and we will work with you to resolve the issue.

Damaged or Incorrect Items

If your order arrives damaged, defective, or incorrect, please email us within 7 days of delivery at sales@cushypups.com with:

  1. Your order number.
  2. A clear photo of the item showing the issue.
  3. A photo of the shipping label and packaging (if applicable).

We will assess the issue and offer a free replacement or full refund, depending on your preference.


Refund Process

  • Once we receive your return and confirm its eligibility, we will process your refund within 7 business days.
  • Refunds will be issued to the original payment method used at checkout.
  • If the original payment method is unavailable, store credit will be provided.
  • Depending on your bank, the refund may take 3–10 business days to appear in your account.

Note: If returning a non-custom item, the customer is responsible for return shipping costs unless the item is defective or incorrect.


Cancellations & Order Modifications

  • Cancellations: You may cancel an order within 24 hours of purchase for a full refund. After 24 hours, your order enters production, and cancellations may not be possible.
  • Changes to Personalization: If you need to modify a custom order, contact us within 24 hours at sales@cushypups.com. We will do our best to accommodate changes, but we cannot guarantee modifications once production has started.

Exceptions & Non-Returnable Items

The following items cannot be returned or refunded:
🚫 Custom-made and personalized products (except in cases of damage or incorrect items).
🚫 Gift cards.
🚫 Items marked as final sale or clearance at the time of purchase.


How to Initiate a Return

  1. Email us at sales@cushypups.com with your order number and reason for return.
  2. If eligible, we will provide a return shipping label (for defective/incorrect items) or return instructions.
  3. Once we receive the returned item, we will process your refund or exchange within 7 business days.

Need Help? Contact Us

📧 Email: sales@cushypups.com
📞 Phone: +1 717 444 8373
📍 Business Address: 405 W Works St, Sheridan, WY 82801, United States

We appreciate your support and are here to ensure you have a smooth shopping experience!


 

Based on 2258 reviews
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(5)
It came out great

I gave them a picture that was a weird shape and kind of blurred. The pillow came out amazing. Definitely worth it.

Pet Pillow Photo, Custom Dog Pillow, Custom Pet Pillows

Item Not Received!

I have not received the item!

Consistently Great!

I ordered a custom pillow two years ago. My daughter has slept with it every night since with no signs of wear or tear. She asked for another one this year now that our pup has grown up. It arrived with the same quality so I anticipate it will hold up just as well as the first. I know she will love it!

My pups love it!

They are nicely made and my pups love their new beds!

rubbish

still waiting on refund

Customized Head Rest Dog Pillow | Cat head rest pillow | Pet Car Seat Headrest | car pillow headrest

Still waiting

Ordered 25 days ago, cannot leave a review yet because I haven’t received

Key chain Manny Jo

It brought tears to my wife’s eyes!

Photo positioning

the quality of the product and print were great all in all, but the positioning of the provided photo was not the best, and made the final product like kind of awkward. Would be better if the customer had the ability to frame the picture himself

Pet Loss Gift | Pet Sympathy Gifts | Dog Memorial Pillow

Custom Pet Pillows | Custom Cat Pillow | Dog Shaped Pillow

Ok

The pillow is ok but the process takes FOREVER with zero communication. No response from either email address sales@cushypups or info@cushypups. AND the phone number on the website is not a working number. I was very close to disputing the charge but then my order finally showed up close to one month after placing the order.

So cute

This was the perfect gift for my daughter’s dog obsessed friend

Perfect gift

It came out better then expected....I wanna buy more!!!!

Product itself is beautiful, disappointed with process

Ordered a memorial pillow for my daughter who is grieving the sudden loss of our family dog. Pillow is beautiful and well made. Production was extremely slow and customer service was average at best. The frustration of working with this company added to an already difficult time.

Dog pillow

Great pillow I ordered in remembrance of our 16 year old dog.

My toffee

I love the plush of my baby, the only thing is that it took a long time to get it.

We lost our little dog . 2 months ago.
She was 9 years old. She was very special to us.
We received our pillows. We was pleased. They look just like her. We love them . There very special to us.
Thank you
P. Gilmore

The best gift for a grieving child

We just recently lost our 13 year old boy and my daughter has been really struggling with her grief. She’s younger so death just isn’t something she’s dealt with or really understands. We had a pillow made of our buddy and it has helped her tremendously. It looks just like him and it’s so soft, my daughter says it feels like him too. Thank you, more than you know.

Dog pillow

I love the pillow, but there was a mistake when ordering it and the date was wrong that was going to be printed on the back, I tried to email them regarding my order to change it before it was made, but I never got a reply to my email. So when I received my item the date is wrong. I still love the pillow for sentimental value, but wished they had replied to my email so it could be corrected first.

Great

Good quality than I expected. It was so cute and my kids loved it.

memorial gift for our children

The pillow is the perfect size and looks just like our precious angel kitty! Thank you for doing and AMAZING job!

Memorial pillow

I couldn’t love our Oscar pillow more. My 7 year old cuddles Oscar daily!