Refund policy

At Life Is Golden, every order is created with care. We want you to absolutely love what you receive.

Our Guarantee & Timeframe

  • Our policy lasts 30 days from the date your order is delivered.
  • If 30 days have passed since your delivery, we unfortunately cannot offer you a refund or exchange.

1. Non-Custom Items (Standard Returns)

We accept returns on all non-custom (standard stock) products.

Eligibility Requirements:

  • Items must be unused and in the same condition that you received it.
  • Return must be initiated within the 30-day window.

Return Shipping:

  • Exchanges: we email you a free prepaid return label.
  • Returns: we email you a prepaid return label, and its $6.95 cost is deducted from your refund. You never have to buy your own label.
  • Original shipping costs are non-refundable.

2. Custom & Personalized Items

Because these items are made specifically for you and your dog, custom and personalized items cannot be returned, exchanged, or refunded for size, fit, or a change of mind. They cannot be returned for store credit either.

This includes:

  • Items personalized with a name, date, or specific text, including a dog's name embroidered on a sleeve or cuff.
  • Custom artwork, portraits, and products made from your dog's photo, including Make It Theirs and personalized Christmas Tree Run apparel.
  • Personalized ornaments, storybooks, cards, calendars, and matching items made with your custom design.
  • Products customized through a breed or coat-color request.

A standard catalog design or our standard embroidered chest logo does not make an item personalized. A quarter zip purchased with chest embroidery only and no personal sleeve or cuff name follows our non-custom return and exchange rules. In an order with both standard and personalized items, each item is considered separately.

Exception — damage, defects, or our mistake:

  • If your custom item arrives damaged, defective, or different from what you ordered because of our error (for example, a name we misspelled, the wrong size sent, or a printing error), please send your order number and a clear photo as described below. You do not need to return the item. We will remake or replace it at no cost to you.

3. Damaged, Defective, or Incorrect Items

We stand by the quality of our products. If your order arrives damaged, misprinted, or incorrect, please do not return the item.

Instead, simply email us or message us through our Concierge within 7 days of delivery with:

  • Your Order Number.
  • A clear photo of the damage or issue.

We will send a replacement immediately at no cost.

4. Custom Design Fees

  • Fees paid for custom design work are for the time and artistic service provided.
  • These fees are non-refundable, even if you choose not to proceed with ordering a final physical product.

How to Initiate a Return

If you need to return a non-custom item, please follow these steps:

  1. Start it online: go to lifeisgoldenco.com/pages/concierge, enter the email you used at checkout, and choose the item. Need a different size instead? Start an exchange.
  2. Ship It: We will email you a prepaid return label. Please ensure the item is packaged securely.
  3. Refund/Exchange: Once your return is received and inspected, we will notify you of the approval of your refund or exchange.
    • Refunds will be processed to your original method of payment (please allow 5–10 business days for your bank to process).
    • Exchanges ship as soon as your return is on its way back to us, and we will cover the shipping cost for sending the new item to you.