Refund Policy

Effective Date: March 2026

At FoxAFox, we believe every custom piece carries a unique bond between you and your pet. Consequently, our goal is for you to feel warmth and joy the moment you open your package. If you are not satisfied with your order, please do not worry—we are here to help. Our policy is designed to be transparent, fair, and rooted in empathy.

Quality Assurance

We take great pride in our craftsmanship. However, if your product arrives with production defects, please contact us within 7 days of delivery. We will gladly offer a free remake or a full refund.
Please note: Damages caused by regular wear or misuse do not qualify for replacement.
To be eligible for a return, the item must be unused, in the same condition you received it, and in its original packaging.

If more than 7 days have passed since you received, we unfortunately cannot offer a refund or exchange.
Once an exchange is made, the exchanged items are no longer eligible for refunds.

If the item you ordered is damaged/faulty or if you received an incorrect item or missing an item, contact us: support@foxafoxshop.com
Please give us an opportunity to serve you better! Our ultimate goal is to be sure you are 100% satisfied. We want to hear from you and know where we could have improved! Send us an email anytime. Thanks so much!

Valid quality issues include

  • Significant production flaws (such as breakage, severe color discrepancies, or material defects).
  • Customized details that significantly differ from your approved design proof.
  • Damages caused during shipping (please provide photos of the outer packaging and the product).

Please note: Because every piece is handmade, minor artisan variations (such as natural leather grain or small bubbles in plaster) are not considered quality defects. Furthermore, these unique markings represent the authentic soul of handmade work.

Customization Accuracy

We strive to capture the essence of your pet perfectly. Nevertheless, if you feel we have missed a distinctive feature (such as markings, fur color, or unique spots), please contact us within 7 days.

Our process for likeness concerns:

  1. We will connect you with a dedicated designer for a one-on-one review.
  2. For adjustable items (like digital portraits or leather patterns), we will offer a free revision.
  3. For fixed items (like 3D sculptures), we will work with you to find a resolution, ranging from a remake to a partial refund.

We are committed to this process until you confirm, “This looks just like my pet.”

Non-Returnable Items

Due to the highly personalized nature of our products, we cannot accept returns based on personal preference or sizing errors. Specifically, we are unable to process returns if:

  • You simply change your mind or prefer a different style.
  • The product does not fit due to an incorrect size selection (please consult our sizing guide before ordering).
  • You missed the design proof review, resulting in a product that does not meet your expectations.

However, we understand that adjustments are sometimes needed. If you wish to modify or cancel your order during the production phase (before shipping), please contact us immediately. We will attempt to accommodate your request based on the progress of your piece.

The Refund Process

If you require assistance, please follow these steps:

  1. Contact Support: Email contact@foxafox.com with the subject line “Return Request + [Your Order Number].”
  2. Submit Evidence: Please include clear product photos demonstrating the issue and packaging photos if there is shipping damage.
  3. Review: Our team will review your request within 24–48 hours and provide a solution.
  4. Return: If a return is required, we will provide a return address. Please use a trackable shipping method.
  5. Resolution: We will ship remade products within 20 business days of confirmation. Alternatively, refunds will be processed to your original payment method within 5–7 business days of receiving the returned item.

Special Circumstances

  • Peak Seasons: During holidays or promotional events, processing times may extend slightly. We will notify you via email if this occurs.
  • International Orders: For orders outside of North America and Europe, return shipping costs are negotiated on a case-by-case basis. Therefore, we encourage you to double-check all customization details before finalizing your order.
  • Gift Orders: If you are purchasing a gift, please inform us beforehand. We will handle your order with special care (e.g., delaying shipment or hiding pricing information).Once your return is received and inspected, we will notify you by email about the approval or rejection of your refund.If approved, your refund will be processed within 7 business days, and a credit will automatically be applied to your original method of payment (PayPal, Stripe, or credit card).

Contact Us

If you have any questions about your return or refund, please contact us:

Our customer support team is available Monday through Friday, 9:00 AM – 6:00 PM (EST).