PetMemoir starts custom work from the photo and selections supplied with an order. Contact support immediately if you need a change or cancellation; submitting a request does not itself stop production.
Last updated: August 30, 2026
1. How to request a cancellation
Use Contact Us, choose Order help, and include the order number and requested change. A customer-account action, feedback submission, payment dispute, or public review is not a cancellation request.
2. Before custom work begins
If PetMemoir receives the request before custom artwork work or physical production begins, the affected item may be cancelled for a full refund. Support will confirm whether work has started.
3. After artwork work begins
Once photo review, generation, editing, or another custom-artwork step begins, cancellation is reviewed case by case and may no longer be possible because work is being performed specifically for that customer. PetMemoir may still be able to correct instructions or offer another solution depending on the stage and product.
4. After preview approval or digital release
After a preview is approved or a final digital file is released, the digital component is generally final. Technical-delivery failures and material PetMemoir errors are not treated as change-of-mind cancellations and remain eligible for review.
5. After physical production or shipment
A custom physical product generally cannot be cancelled once production begins and cannot be redirected or cancelled through PetMemoir after carrier handoff. Delivery damage, wrong items, defects, and verified loss are handled under the Shipping and Quality & Replacement policies.
6. Blanket bundles
The digital FinalArtwork and physical Blanket are separate fulfillment components. PetMemoir will assess the stage of each component. Starting or delivering one component can make that component non-cancellable without necessarily deciding the other component.
7. PetMemoir cancellation
PetMemoir may cancel an order it cannot lawfully or reasonably fulfill, including for payment failure, fraud risk, unavailable service, prohibited content, rights concerns, or a material listing error. If PetMemoir cancels an amount already charged and does not provide the corresponding product, it will return that amount.
8. Mandatory rights
This policy does not limit cancellation or withdrawal rights that apply despite a product’s personalized or digital nature. Any consent or acknowledgment legally required before digital supply or custom production must be collected in the real checkout flow.