1. Our replacement guarantee

Because we print your animal's name, photo, and registration number on nearly everything we ship, standard retail returns don't make sense. A returned ID card with someone else's dog on it has no resale value — we'd just throw it away and print a new one anyway. So we skip the return trip and go straight to the reprint.

This covers any kind of manufacturing defect or shipping damage on ID cards, printed certificates, letters, badge holders, metal harness tags, scannable tags, and luggage tags. It does not cover:

• Wearables (harness, collar, leash, plastic tags — any soft goods). See Section 3. These are final sale, full stop.
• Typos you made at registration. We print exactly what you submitted. If you spelled your animal's name wrong, we'll still correct and reprint, but there's a $4.99 reprint fee. See Section 7.
• Digital items you've already downloaded or added to a wallet. See Section 4.

2. What you can do, and when

Every shipped order has a status on your account dashboard → Orders tab. What options you see on any given order depends on where it is in the pipeline. Here's the full matrix so there are no surprises:

The dashboard enforces all of this. If a button isn't available on your order, it's because your order isn't in a status that supports it — not because you need to ask us. If you ever hit a dead end, every order also has an Open Message button that starts a thread with us.

Cancellation before print

Our fulfillment team typically moves orders from New to Printed within one business day. If you catch an order while it's still New or Processing, open My Account → Orders tab → Cancel Order. The refund — including shipping — goes back to your original payment method automatically, usually visible within 5–10 business days depending on your bank.

Defect or damage after delivery

Once an order shows as Delivered, you have 30 days to request a free replacement for anything that's our fault. Open the order, click Request Replacement, pick a reason, and upload a photo. Most requests are auto-approved:

Each order is limited to one replacement request. If a replacement itself has an issue, open a Message on that order and we'll handle it manually.

3. Why wearables are final sale

Harnesses, collars, leashes, plastic tags, and luggage tags are final sale. We do not accept returns or exchanges on these items under any circumstances — including wrong size, change of mind, or preference. This is a hygiene rule and it's non-negotiable.

Before you order a wearable, measure your animal — every product page has a sizing chart. At checkout, the cart asks you to acknowledge the final-sale rule with a checkbox. That's the only time we mention it as a gate, but the rule applies retroactively too: ordering a wearable is your acknowledgment.

One exception: if a wearable arrives with a genuine manufacturing defect — a broken buckle, a tear in the stitching, a printing flaw — that's covered under the replacement guarantee in Section 2. Upload a photo, we reprint and reship, you keep (or discard) the defective item. This is for quality issues only, not fit.

4. Digital products

Digital products are generated the moment you pay: your verification page, registration certificate PDF, housing letter PDF, letter of registration, DOT airline form, the Apple Wallet pass, and the Google Wallet pass.

Exceptions where we will refund digital products

• Never accessed: if you pay for a package and within 48 hours haven't downloaded any documents or added a wallet pass, cancellation from the Orders tab issues a full refund.
• Generation failure: if our logs show a document actually failed to generate on our end, the Documents tab has a Report Missing Delivery button — it either regenerates or refunds automatically based on what the logs show.
• Double-charged: if Stripe charged you twice for the same registration — sometimes a network hiccup on checkout — we refund the duplicate immediately. You don't even need to ask; our webhook catches it and refunds before the second charge posts.
• Fraudulent registration of your identity: if someone used your card to register without your consent, submit a Report Fraud form on the login page (no login required — it matches by card last-4 + email). We cancel the registration immediately and cooperate with your bank's investigation.

5. Subscription refunds

We offer three subscription types alongside one-time registrations: Basic ($2.99/month), Pro ($4.99/month), and Annual Renewal ($29.99/year) on Build-Your-Own plans. All are billed through Stripe and all can be canceled any time from your account dashboard → Subscription tab.

Cancellation

Cancel any time. When you cancel, your subscription stays active until the end of the period you've already paid for — you don't lose access immediately and we don't refund the partial period by default. If you want an immediate refund of the partial period, see below.

Last-charge refund within 7 days

If you were charged for a renewal (monthly or annual) and realize within 7 days of that charge that you didn't intend to renew, the Refund Last Charge button appears on your Subscription tab — click it, confirm, and the full refund is issued automatically. One use per renewal period.

Prorated annual refund (more than 7 days in)

If you purchased an annual subscription and want a refund more than 7 days after the charge, the dashboard's Cancel & Refund Remaining flow prorates it: you get back the unused months rounded down. So if you cancel at month 4 of 12, the refund is 8/12 of the $29.99 fee, calculated and issued immediately. The registration deactivates the same day the refund is issued.

Lifetime is lifetime

Premium ($159.99) and Elite ($199.99) are one-time payments for a lifetime registration — lifetime of the animal. These are covered by the cancellation-before-print rule above, but aren't subscription-based, so there's nothing recurring to cancel.

6. Lost or damaged mail

USPS handles our outbound shipping (First Class for standard packages, Priority Mail when selected). Envelopes occasionally go missing or arrive crushed. When that happens, the replacement is on us and we never ask you to return anything.

Lost in transit

If USPS tracking hasn't updated in 10+ business days after shipment (14 days during peak holiday season), open your order and click Report Lost Mail. Confirm your shipping address in the modal, and we reprint and resend a full replacement free of charge. If the original eventually shows up, you don't need to do anything — consider it a spare.

Damaged on arrival

Take a photo of the damaged envelope and the contents before removing anything. Open the order → Request Replacement → select Damaged in transit → upload both photos → submit. We file the carrier claim on our end and queue a replacement — typically ships the next business day. You don't mail the damaged items back; throw them out or keep them.

Wrong address

If the address on file is wrong because we mistyped it, we cover reshipment. If you provided the wrong address at registration, we can still resend, but the second envelope's shipping is at your cost ($6–$12 depending on weight class). You can fix your address on the Profile tab at any time for future orders.

7. Corrections & reprints you requested

If the info on your card is wrong because we printed it wrong — different from what you submitted at registration — that's a defect and it's free. See Section 2.

If the info is wrong because you submitted the wrong info, we'll still fix it, but there's a reprint fee that covers our print + ship cost:

• Before print (status New or Processing): free. Orders tab → Edit Order. We update the registration and print with your corrections.
• After print, before shipping (status Printed or Packed): $4.99. Orders tab → Change & Reprint. We pull the printed cards, reprint with corrections, and repack.
• After delivery: not through this flow. Update your info on the Profile tab (free for Pro subscribers, $4.99 for everyone else), then order new cards from the Shop tab.

We cap this at three self-service reprints per order. If you need more corrections than that, open a Message on the order and we'll sort it out case-by-case.

8. Chargebacks

If something's wrong with your order, please start a request from your account dashboard first — most requests are resolved within one business day, many within minutes (cancellations, plan changes, last-charge refunds, and replacement requests for common reasons are fully automated).

Filing a chargeback with your bank before trying the dashboard usually just slows things down. Your bank takes 30–60 days to investigate, they tie up the full transaction during that window (no refund and no gear), and we have to spend time responding to the dispute instead of helping you.

Fraudulent chargebacks — where a customer received the goods, kept them, and disputed the charge anyway — result in the registration being suspended, the verification page marked as disputed, and the account being referred to a collections partner. We flag these in good faith, not as a threat; it's just how payment networks work.

9. How it works in the dashboard

Everything happens inside your account dashboard. We don't operate a support-email channel — it let bad actors impersonate customers, made requests slower, and buried routine actions in a queue. Every refund-adjacent action now has its own button with a live status indicator.

10. Processing & timing

Refunds are processed through Stripe back to the card or payment method you originally used. We don't issue refunds to different cards, store credit, or PayPal accounts — Stripe's rules, not ours.

• Credit/debit cards: 5–10 business days for the refund to appear on your statement. Most issuers take 3–5 days but some (notably Capital One and Discover) can take the full 10.
• Apple Pay / Google Pay: same timing as the underlying card — the refund goes back to the card linked in the wallet, not to Apple or Google.
• ACH / bank transfer: 3–7 business days.
• Disputed transactions: if your bank already pulled the funds via chargeback, we don't process a parallel refund — the bank's process supersedes ours.

If you don't see a refund after 14 business days, open a message from your account dashboard → Messages tab with the Stripe refund ID — we show it on the refund receipt inside the Orders or Subscription tab — and your bank can trace it.

11. Exceptions

The following aren't covered by the standard policy:

• Wearables — harness, collar, leash, plastic tags, luggage tag. Final sale, no exceptions except manufacturing defect. See Section 3.
• Promotional and clearance items marked "final sale" at checkout.
• Change-of-plan fees ($4.99 for editing an existing registration outside your account) — these cover a one-time service that's already been performed.
• Rush printing fees — if you paid to jump the queue and we printed the same day, the rush portion isn't refundable even if you later cancel.
• Gift registrations — if a registration was purchased as a gift, only the purchaser can request a refund. We can't refund the recipient.
• Orders older than 12 months — we keep billing records indefinitely but the banking refund window closes after about a year. If you contact us late, we'll work with you on a replacement or store credit.

12. Questions & edge cases

All order-related and account-related questions live inside your account dashboard — that's intentional. It keeps everything tied to the right registration, prevents impersonation, and means nothing gets lost in a spam folder.

• Questions about a specific order, subscription, or refund: sign in and open the Messages tab. We reply within one business day (Mon–Fri, 9am–5pm Eastern).
• Need to sign in: go to my_account, enter your registered email, click the one-time link we send you. There are no passwords on this site — the email link is the sign-in.
• Reporting fraud (you didn't register, but your card was charged): use the Report Fraud form — no login required. It matches the registration by card last-4 and email, then cancels and refunds automatically.
• Pre-sale questions (haven't registered yet): our contact page has a form for general inquiries.
• Policy questions: this page covers the common ones. For anything else, the Messages tab is the fastest path to a real human.

We're a small team based in the United States. Your registration number (US-SAR-XXXXXXXXX) is automatically attached to any message you send from your dashboard — you don't have to quote it.