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Return, Cancellation & Refund Policy

At Yourstrulys, each item is custom-crafted using unique photos of your pet. Because these items are personalized and cannot be resold, please review our policy regarding order cancellations, returns, and replacements below.

1. Order Cancellation Policy

  • Within 2 Hours of Placing Order: You may cancel your order for a 100% Full Refund within 2 hours of purchase by emailing service@24helpandcare.com.
  • After 2 Hours (Artwork Creation Phase): Once 2 hours have passed, our digital artists begin drawing your pet. If you request a cancellation after artwork design has started but before physical production, a $10.00 artist fee per pet will be deducted from your refund to cover design costs.
  • After Artwork Approval / Production Phase: Once your physical item has gone into printing or has shipped, orders CANNOT be canceled or refunded.

2. Returns & Refunds

Due to the custom nature of our products, we do not accept returns or general refunds for change-of-mind reasons (e.g., selecting the wrong size, changing your mind, or uploading an incorrect/low-quality photo against our photo guidelines).

3. Damaged, Defective, or Missing Items (Free Replacement Process)

Your satisfaction is our top priority! If your order arrives damaged during transit, has a manufacturing defect, or is missing items, we will send you a FREE Replacement immediately.

How to Request a Replacement:

  1. Contact us within 7 days of package delivery at service@24helpandcare.com.
  2. Include your Order Number in the subject line.
  3. Attach clear photos or video clips showing the damaged/defective product AND the shipping package/label.

Once verified by our support team, a replacement order will be processed and shipped to you at no extra charge.

4. Customer Support & Resolving Disputes

We are committed to making sure you love your custom keepsake! If you have any concerns or issues with your order, please reach out to us first so we can make it right:

  • Customer Support Email: service@24helpandcare.com
  • Response Time: Monday – Friday, 9:00 AM – 6:00 PM (EST). We respond within 12–24 business hours.

Please contact our support team directly before initiating any payment disputes or chargebacks with your bank or PayPal. We are always happy to work with you to resolve any issues quickly!