Returns & Order Issues

Every PrimaTails purchase is created specifically for you and your pet. Because of the personalized nature of our portraits and products, purchases are final sale and we’re unable to accept returns or exchanges.

That said, we want your order to arrive exactly as it should. If something goes wrong, we’ll review the issue and help make it right where appropriate.

Damaged, Defective, or Incorrect Orders

If a physical product arrives damaged, defective, or different from what you ordered, please contact PrimaTails support with your order number and clear photos of the issue.

Once reviewed, we may arrange an appropriate replacement or refund depending on the circumstances.

Lost Shipments

If tracking indicates a shipment may have been lost in transit, contact PrimaTails support so we can review the shipment and determine the appropriate next step.

Portrait Credits

Purchased Portrait Credits are final sale except where otherwise required by law.

If a core portrait generation fails to complete, the reserved Portrait Credit is automatically restored to your account so you can try again.

Digital Portraits

Eligible unwatermarked digital portraits are delivered as part of qualifying Portrait Credit purchases and are final once delivered.

Approved Refunds

In the event PrimaTails approves a refund for an order issue, the refund will be returned to the original payment method. Processing times after issuance may vary by payment provider or financial institution.

Nothing in this policy limits any rights available under applicable law.