Support Services for Pet Lovers

We offer a 100% satisfaction guarantee by providing a free preview of every personalized product before you place your order. You can review the design and make any necessary adjustments to ensure the product fully meets your expectations before finalizing your purchase. Additionally, we provide a 30-day refund policy, a 120-day exchange service, and 24/7 customer support. We are committed to delivering high-quality products and excellent service to make sure your shopping experience is always satisfying.

We offer multiple secure and convenient payment methods to ensure a worry-free shopping experience. You can choose from the following payment options:

• PayPal
• Visa
• MasterCard
• American Express
• Discover

All orders must be paid in full before shipment. When making a payment, simply click on the "Proceed to Checkout" or "Checkout with PayPal" button in your cart. After entering your contact information, you will be securely redirected to the appropriate payment platform.

Note: We currently do not support Direct Debit Cards or Prepaid Credit Cards.

Common Payment Issues
- Failed or duplicate payments: If you encounter a failed or duplicate payment, please contact your card issuer or PayPal customer service for assistance.

We are a personalized, on-demand production company, and once an order enters the production phase, it cannot be modified or canceled. Therefore, we strongly recommend that you carefully review all order details, including files and shipping information, before completing checkout to avoid any errors.

If you find an error in the files or shipping address, or need to cancel the order for any other reason, please contact us via email at contact@meraki-pet.com within 2 hours of placing the order. If the order has not yet entered production, we will do our best to coordinate with our suppliers. Regardless of the outcome, we will notify you as soon as possible.

Please include the following information in your email:

• Order number (#mp followed by numbers)
• Product name
• Specific modification or cancellation request

If we are able to cancel your order, the payment will be refunded to the original payment method within 7 business days. Please check your account for the refund.

After your payment is successful, you will receive a confirmation email. If you do not receive the email within 24 hours, please contact us for assistance. In the meantime, you can check the following:

• Check if the order is valid: Due to address or order issues, your order may have been canceled by the system. If this happens, you will need to place a new order.
• Verify your email address: Make sure you entered the correct email address to avoid missing the confirmation email.
• Check your spam folder: Sometimes the confirmation email may be mistakenly classified as spam. Please check if the email has been moved to your spam folder. Our sending email address is contact@meraki-pet.com.

The tax for your order is determined by the tax policies of the location where your items are shipped.

• Tax calculations are based on the local and regional tax regulations of the shipping destination.
• Regional tax laws may change, and as such, the tax rates applied to your order could also change accordingly.
• A detailed breakdown of all charges, including any applicable taxes, will be provided on your invoice.

We offer global shipping. And we will choose the nearest warehouse for shipping based on the delivery location. We work with reliable carriers like UPS, and the shipping method will be arranged according to your selection. For orders that qualify for free shipping, we use standard shipping. The estimated delivery times are as follows:

• United States: 4-8 business days
• Europe and Australia: 10-30 business days

Please note that during major holidays (such as Christmas, New Year, Halloween, and Black Friday), there may be delays. We recommend placing your order in advance to ensure timely delivery. The above time does not include production time.

All items will be produced within 48 hours. After your order is shipped, you will receive an email notification with the shipping information and a tracking number. You can use this tracking number to check the status of your package. Additionally, you can track your package by visiting this link.

If you ordered multiple items, the system will determine whether to ship them together or separately based on the suppliers of the items in your order. Some items may ship from different warehouses, so they might be sent separately. However, rest assured that all items will typically arrive around the same time to ensure a smooth experience.

• You will receive separate shipping notifications and tracking information for each item (if applicable).
• If any item is delayed or there are issues, we will notify you via email.

We take your shopping experience very seriously. If you find any quality issues or discrepancies with your order within 30 days of receiving the product, please contact our customer support team, Tails. After confirming the details, we will arrange a free remake or refund.

Please provide the following information when contacting us:

• Order number: #mp + number format
• Product name
• Description of the issue
• Photos or videos of the problem

Please send the above information to contact@meraki-pet.com.

Since each item is custom-made specifically for you and in line with our commitment to sustainability, we are unable to offer exchanges.

To ensure your order is accurate, we recommend carefully reviewing all details, including the design, color, size, and shipping information, before placing your order. If you encounter any issues or have questions during the ordering process, please don’t hesitate to reach out to our customer support team. We’re here to help!

We understand that mistakes are inevitable in life. While you may have ordered the wrong item, the thought and care you put into this personalized gift still make it truly memorable, and your effort has not been in vain.

If the product gets damaged during use, we offer a 50% off exchange-for-new service within 120 days, allowing you to replace the damaged item with a new one at half the price. We are confident in the quality of our products and are committed to providing excellent customer service.

Note: The 50% discount is based on the current price of the item at the time of exchange. If the item is out of stock, you may choose another product of equal value. If you need assistance, please contact our customer support team, Tails, and we will arrange the replacement for you.

At Meraki Pet, we are committed to ensuring every pet lover enjoys the happiness our pet products bring. We use an environmentally friendly on-demand production model to ensure each item is made based on specific customer orders, reducing unnecessary inventory.

To guarantee 100% satisfaction, we offer flexible after-sales service:

• Personalized Custom Products: We cannot offer returns or exchanges unless there are quality issues.
• Non-Personalized Products: We offer a 30-day return service. The return fee is 50% of the product price, and customers are responsible for the return shipping costs.

If you receive a product with quality issues, we will provide a free remake or a full refund within 30 days. Please contact us at contact@meraki-pet.com. Thank you for your understanding and support!

About Return

Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

About Refund
If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at contact@meraki-pet.com.