Refund policy

Every Momopaw keepsake is hand-carved from your photos, just for you. Because each piece is one of a kind, our refund policy follows the steps of making it.

Before you approve your sketch: full refund

After you order, we send a design sketch within 24 hours and revise it as many times as you need. If you change your mind at any point before you approve the sketch, email us and we'll refund your order in full. No questions asked.

After you approve your sketch

Once you approve the sketch, we start carving a piece that can't be sold to anyone else, so we can't offer refunds or exchanges for a change of mind. You'll still see progress photos halfway through and can ask for adjustments before we finish.

If something goes wrong

If your keepsake arrives damaged, or doesn't match the sketch and progress photos you approved, email us within 14 days of delivery with photos of the piece and its packaging. We'll remake it or refund you in full, whichever you prefer. You won't need to send it back.

Lost parcels

If tracking shows no movement for 15 business days, or your parcel is marked delivered but hasn't arrived, contact us and we'll work with the carrier. If it can't be found, we'll remake your piece or refund you in full.

How refunds are paid

Refunds go back to your original payment method within 5 business days of approval. Your bank may take a few more days to show it.

Contact

Email jinzilong0615@gmail.com with your order number. We reply within one business day.