Returns & Fixes Policy
Every MoodTag is custom-designed and permanently deep-etched to order in our Australian studio. Because our pet tags are highly personalised for your specific dog, we have strict guidelines on what can and cannot be changed or returned once an order is placed.
Please read our policy carefully so you know exactly how we handle order modifications, customer errors, and manufacturing defects.
Change of Mind & Order Cancellations
Because each tag is uniquely personalised, we generally cannot accept change-of-mind returns or cancellations once the engraving process has started.
If you realise you have made a mistake in your order details or need to cancel, please contact us as soon as possible. If you reach out to our team before your tag is physically engraved, we are more than happy to update the details or assist with a cancellation.
Wrong Details Entered at Checkout
The buyer is solely responsible for ensuring all engraving details are entered correctly at checkout. We strongly advise double-checking your pet’s name, phone numbers, and spelling before submitting your order.
Because our fibre optic lasers physically carve the metal away, we cannot “erase” or fix a typo once a tag is complete. Therefore, we are unable to provide a refund or a free remake for tags where the customer entered incorrect details.
If We Made a Mistake (Or There is a Defect)
We pride ourselves on our master engraving, but we are only human! If MoodTag makes an engraving error (for example, the text does not match what you submitted on your order form), or if your tag arrives with a physical manufacturing defect, we will immediately arrange a free remake.
To get your dog’s vital ID to you as quickly as possible, we will always send these replacement tags via Express Shipping at our own expense.
The 30-Day Reporting Window & Proof Required
You have 30 days from the date of delivery to review your tag and report any issues or defects to our team. To help us resolve the issue quickly and authorise a remake, you must provide the following proof when you contact us:
- Clear, well-lit photos of the tag clearly showing the error or defect.
- Photos of the original MoodTag packaging.