FAQ

FAQ
Photo Questions
How do I take a good photo?
1. Make sure the lighting in the room is good so you can see the detail of your pets face.

2. Hold a ball or treat above your camera to focus your pet’s attention.

3. Make sure your camera is positioned head-on, showing the full face, including both ears.

4. The higher resolution of your photo, the better.

How many pets can I print on a product?
For best results in regards to print quality we recommenced you to upload a picture with 1 pet. If you like you could upload a picture with 2-3 pet's on but each pet's face would come out smaller than usual.

Can I see a mock-up of how my product will look?
Unfortunately because our designers have to manually cut out your image and crop your pets face, were not able to provide this feature.

Ordering and Payment
How do I place my order?
Simply choose the product, colour and upload your photo. Then click on the “ADD TO CART” button and follow the steps to complete your order.

What type of payments do you accept?
We issue safe payments through Paypal and Stripe. Worldwide trusted payment processers.

Do you sell internationally?
Return and Exchange Policy
Address, Style, Size and Photo changes.
As long as you contact us within one day (24 hours) of placing your order, we can make any changes necessary. Please send us an email with your order number in the subject line and what changes you'd like to make in the body.

Damaged/Misprinted Items.
If the product arrives defective, we will reprint and resend it 100% free of charge. Please send us an email with your order number, picture and kindly explain the problem.

Please note that whatever size, colour, and image you upload will be printed on your item. If the incorrect size, colour or image is selected and sent out to you, Pawwsy is not responsible for replacing these items.
Product Image Disclaimer.
Please note that although we make every effort to photograph our products accurately and describe theme in detail, we cannot guarantee every photograph in production will accurately depict the actual colour of the merchandise due to changes in screen resolution.

Cancellations/Returns.
If you would like to cancel your order within 24 hours of purchase, you will receive a full refund no questions asked. For cancellations please send us an email with your order number and we’ll process your request.

Since every one of our products is one-of-a-kind and made just for you, a 7 GBP customization fee per item is included in your purchase. The customization fee applies after 24 hours has passed and is non refundable.

Every order comes with a 30 day satisfaction guarantee. If your not happy with your purchase, we'll do just about anything to make it right. If it's been 30 days since you purchased, unfortunately refunds are no longer applicable.

For returns/refunds please send us an email with your order number and we’ll process your request. Once our customer service team approves your request, please re-package the products and ship them to us.

At this time, we are unable to offer free shipping on returns. Pawwsy cannot be held responsible for returned items getting lost during transit. We advise customers who who return their purchase to pay for insurance and tracking to guarantee it reaches our destination safely.

Please allow up to 72 hours for your refund to process once the returned product is received by our warehouse. Your bank statement will reflect a change within 7-10 business days.

Tracking says my parcel has been delivered but I've not received it?

Sometimes parcels can be accidentally delivered to a neighbours house next door or left at a customers local post office. If this incident unfortunately happens to you, please contact us immediately and we will launch an investigation into the location of your parcel.


Please note our shipping partner (Royal Mail) are able to inform us of the exact whereabouts and time each parcel arrives at a destination. If the evidence shows that a parcel was delivered successfully, but the customer states otherwise, we will try out best to come to a mutual agreement.

The satisfaction of every customer is our number one priority, so in some cases we may be willing to re-ship your order again at our expense.

Please note if a customer claims more than once that their order has not been received, we will flag their name, address and email as a possible fraudulent buyer. Our payment providers (PayPal & Stripe) will both be notified and the customer could potentially be blacklisted from our website. We hope you understand that this is to insure the safety of not only our business, but others business’s too.

Product Questions
Where is your shop based?
Were an online shop that uses the e-commerce platform Shopify to sell physical products to people all over the world. Our team of employees are based in New York but we also hire freelancers to help run certain parts of our business.

We use fulfillment companies in Eastern Asia to produce and ship the products we sell. Although our products are coming from Asia, the quality is outstanding, our shipping times are fast (10-14 business days), and our prices are up to 50% cheaper than our competitors.


How do I wash clothing?
For best results we recommend washing our clothing inside out with cold water and tumble dry on low heat or line dry. Use a mild detergent and avoid using fabric softener will allow for longer lasting results.

Will the ink crack over time?
We use a process called sublimation which means the product itself is dyed. This means you will never feel any ink or cracking on our products.

How does sizing work?
Simply choose your size from the drop down menu. If your in-between sizes we recommend ordering the size up.

Shipping Questions
How long will it take to get my order?
Currently, our production time is 3-5 days business days. Typically once shipped (other than holiday season) USPS delivery is around 10-12 business days and EMS delivery is around 10-14 business days.

How much is shipping?
We have two different shipping options to choose from.

Free Standard Shipping = FREE

Express Shipping (Registered Mail + Package Insurance) =$9.99

There is no difference in time frame between the two, however with Express Shipping you receive a tracking code, and are protected if your package get's lost in the post.

Do you ship internationally?
Yes, we gladly accept orders from all over the world. Our production time will be the same however shipping costs and delivery time vary depending on where the order is going.

I'm trying to track my parcel but there's no updates?
To track your order please click here.

It's common that even when your parcel has been sent it will take 2-3 business days for the tracking information to appear. Don't worry if no updates are showing to begin with, check back in a few days, we assure you it's on it's way!
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