Returns & FAQ

We want to make sure you love our products, and quality is guaranteed.

PHYSICAL PRODUCTS (MERCH)

If there is a print error or visible quality issue, we'll replace or refund it. For any quality issues, provide clear photos of the product on a flat, well-lit surface (include the tag and the issue clearly), and include your order number. Email us at contact@support.bigpoopdog.com.

Because physical products are made to order, we do not accept general returns or sizing-related returns.

DIGITAL DOWNLOADS (ALBUMS + POLAROIDS)

Digital downloads are delivered as a .zip file (no physical item is shipped). If you have trouble accessing or downloading your files, email contact@support.bigpoopdog.com with your order number and the email used at checkout, and we’ll help.

Please read below for more details:

Cancellations

Physical Product Orders Cancellation Policy

All physical products are made to order. If you wish to cancel or amend your order, please use the link provided in your confirmation email. You can edit your order at any time before it goes to production.

Once your order has gone to production, you may be eligible for a replacement/resolution, depending on the situation. After you’ve received your order, you have 30 days to address any quality issues.

Digital Downloads Cancellation Policy

Digital downloads can be canceled/refunded within 30 days of purchase only if the files have not been downloaded/accessed (as determined by the platform).
Once a digital product has been downloaded/accessed, the sale is final and non-refundable, except in cases of verifiable technical failure we cannot resolve.

Donations and Tips Cancellation Policy

Donations and tips are non-cancellable and non-refundable. Once you have completed your checkout for donations or tips, we cannot cancel or refund it.

Damaged / Quality Issues (Physical Products)

For the fastest resolution, include a photograph demonstrating the quality issue (print error or damaged area), along with your order number. The most optimal pictures are on a flat surface, with the tag and error clearly displayed.

Please email us with these details at contact@support.bigpoopdog.com.

Access / Technical Issues (Digital Downloads)

If your download link is not working, the .zip won’t open, or files appear missing/corrupted, email contact@support.bigpoopdog.com with:
- Order number
- Email used at checkout
- What device/browser you’re using
We will troubleshoot and provide replacement files if needed. If we cannot resolve a verified technical issue within a reasonable time, we may issue a refund.

Refund Policies

Physical Product Orders Refund Policy

Because physical products are made to order, we cannot issue refunds, returns, or exchanges except for quality issues. Orders are non-refundable unless they meet these requirements and you provide support with a photograph demonstrating the quality issue.

PayPal: Any refunds processed will show back up in your PayPal account balance within 24 business hours.
Credit Card: Any refunds processed via your credit/debit card will show back up in your bank account within 7 to 10 business days, depending on your bank.

Digital Downloads Refund Policy

Refunds for digital downloads are available within 30 days of purchase only if the files have not been downloaded/accessed (as determined by the platform).
Once a digital product has been downloaded/accessed, all sales are final.
If you have a technical problem accessing the files, contact us and we will fix it or provide replacement files. If we cannot resolve a verified technical issue, we may issue a refund.
Refunds are issued to the original payment method.

Donations and Tips Refund Policy

Donations and tips are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your donation or tips.

Locked Messages Refund Policy

Locked messages are non-refundable. Once you have completed your checkout payment, we cannot cancel or refund your locked message. If you have issues accessing the locked message after payment, please contact us at contact@support.bigpoopdog.com. We’ll be happy to troubleshoot the problem and find a resolution for you.

Accepted Payment Methods

We accept payments via credit/debit cards, PayPal, Google Pay, Apple Pay, and depending on your location, we also accept Klarna/AfterPay and local payment methods.

International Orders (Physical Products)

International orders may be subject to import taxes, duties, and other customs charges. The charges vary by country, and at this time, we are unable to calculate them in advance. For more information regarding your country’s customs policies, please contact your local customs office. If such a fee is imposed on your package, you are responsible for its payment.

Merchant of Record

Orders are handled by our Merchant of Record and merchandising partner, Fourthwall.com, who handle checkout and many order-related inquiries. For questions we need to handle directly (especially digital download access issues), email us at contact@support.bigpoopdog.com.