Cancel or Change an Order

Last updated: October 29, 2026

Typos happen. So do second thoughts, new kittens and last-minute address changes. This page explains how to cancel a Pawsomely order or change it, including the personalization in your order notes, and what happens if you ask after production has started. The short version: email us within 24 hours of ordering and we can almost always cancel or change it with no fuss. After that, your order is protected by our 60-day return window and free return labels.

1. Why there is a 24-hour window

Every Pawsomely gift is made from your order notes, and our processing time is only 1-3 business days. To keep that promise, orders move into production quickly. The 24-hour window gives you a full day to re-read your confirmation email, check every name and date, and tell us about anything you want to change before we start making your item.

We do not send a proof or mockup before production. That keeps things fast and simple, but it also means the 24-hour window is your best moment to catch a typo. Our tip: open the confirmation email on your phone the next morning and read the order notes out loud. “Bisquit” looks fine at midnight; it does not look fine on a doormat.

2. How to request a cancellation or change

1. Email support@pawsomely.shop or use the Submit Ticket page. Put “Change” or “Cancel” and your order number in the subject line.
2. Tell us exactly what should change. For personalization, write the full corrected text, not just the difference. For example: “Names should read: Biscuit and Miso (in that order)”.
3. Wait for our confirmation email. A change or cancellation is only final once we have confirmed it in writing. We reply within 24 hours on business days.

The time of your email counts, not the time of our reply. If you write to us within 24 hours of ordering, your request is inside the window even if we answer the next morning.

3. Changes we can make within 24 hours

The shipping address can only be changed to another address in the United States, Canada, Australia or New Zealand, the four countries we deliver to. Shipping stays free.

4. After 24 hours, or once production has started

After the 24-hour window, your item may already be made. We will still look at every request; if production has not started, we will do our best to make the change. If it has started, we cannot alter an item that already carries your pet’s name. You still have every option our Returns & Exchanges Policy gives you: once the parcel arrives, you can return or exchange it within 60 days of delivery, with a free return label, even for change of mind.

A shipping address can sometimes be changed after the 24 hours, until the parcel is handed to the carrier. Once it has shipped, we can ask the carrier for a redirect, but we cannot guarantee one. More on that in our Shipping & Delivery policy.

5. Refunds for cancelled orders

When we confirm a cancellation, we refund the full amount you paid for the cancelled items, issued within 7 days of the confirmation. The refund goes to your original payment method, or you can choose store credit, which never expires. Your bank may need a few extra days to show the refund on your statement. Details are in our Refund Policy.

6. Cancellations by Pawsomely

We may need to cancel an order ourselves in a few situations: when the shipping address is outside the four countries we deliver to, when a photo is too small or blurry to produce a clear result and we cannot reach you for a better one, when an option becomes unavailable, when the personalization uses someone else’s trademark or copyrighted artwork, or when a payment cannot be verified. We always email you first, explain why and suggest an alternative if there is one. If we cancel, you receive a full refund within 7 days.

7. Missing or unclear personalization

If your order notes are empty or we cannot tell what you want, for example two different spellings of the same name, we email you before making the item. The order waits until you reply, and the 1-3 business day processing time starts again from your answer. If we do not hear from you within a reasonable time, we send a reminder and, if there is still no answer, we contact you about cancelling with a full refund rather than guess.

8. Real-life examples

A typo noticed three hours later

You ordered a doormat for “Bisquit and Miso” and noticed the spelling over lunch. You email us with the order number and “Names should read: Biscuit and Miso”. It is well within 24 hours, so we update the notes and confirm. No cost, no delay.

A new family member

Two days after ordering a blanket with one cat’s name, you adopted a second cat. The 24-hour window has passed and the blanket is already made. When it arrives, you can keep it and order a second one, or return it within 60 days with a free label and order a new design with both names.

Gift address mix-up

You sent a memorial ornament to your own address by accident instead of to your sister in Canada. You email us the next morning, inside 24 hours. We update the shipping address before the label is printed. Shipping stays free.

Changing your mind entirely

You ordered two mugs but decided to give a blanket instead. Within 24 hours we can cancel the mugs and you place a new order for the blanket. If you write after 24 hours, we let the mugs ship and you return them on a free label within 60 days of delivery.

Holiday rush

In the weeks before Christmas, many orders arrive at once and items move into production as quickly as we can manage. Please be especially quick with changes in November and December, and check your order notes before you pay. A request sent within 24 hours is always honoured, whatever the season.

Changing a photo

If you find a better photo after ordering, send it within 24 hours and tell us it replaces the earlier one. We always use the most recent photo you sent within the window, and we delete every photo 30 days after your order is delivered.

9. Tips to get it right the first time

• Type names exactly as they should appear, including capital letters, accents and spaces (for example “Mr. Pickles” or “Zoë”).
• For several pets, list the names in the order you want them, separated by commas.
• Write dates in full, such as “March 3, 2014 – October 12, 2026”, so there is no confusion between US and international formats.
• For photos, choose a bright, sharp picture where your pet’s face fills most of the frame.
• Check the shipping address for gift recipients, especially apartment numbers and postal codes.

10. Duplicate orders and accidental double payments

It is easy to tap the order button twice on a slow connection, or to place a second order because the first confirmation email landed in spam. If you see two orders that should be one, email us with both order numbers. Within 24 hours we simply cancel the duplicate and refund it in full. If both orders have already been made, we still help: you can return the extra item within 60 days of delivery on a free label, and it is refunded within 7 days of reaching us.

If your bank shows a pending charge for an order that was never completed, that is usually a temporary authorisation that your bank releases on its own. If it is still there after a few business days, send us a screenshot without any card numbers visible and we will check our records.

11. Adding an item to an existing order

We cannot add new products to an order after it has been placed, because the payment has already been taken for a fixed total. The easiest route is to place a second order. If both orders are placed close together and go to the same address, mention the first order number in the order notes of the second, and we will try to ship them together. Shipping is free either way, so a second order never costs you extra delivery.

12. Changing a gift message

If you wrote a gift message in your order notes, you can change or remove it within 24 hours, exactly like the personalization. Tell us the full new message. If you would prefer the parcel to arrive without any message at all, just say “no gift message” and we will make sure none is included.

13. How we record your request

Every change and cancellation is recorded on your order, and our confirmation email repeats the final details back to you: the corrected names, the new option, the new address or the cancelled items and the refund amount. Please read that confirmation carefully. If anything in it is still not right, reply straight away, and the reply keeps your original request time, so you do not lose your place inside the 24-hour window.

Because support is by email only, a written trail protects both of us. You always have a record of what you asked for and what we agreed, which makes any later question quick to answer.

14. Contact us

Need to cancel or change something? Email support@pawsomely.shop now, or use Submit Ticket. More answers live in the FAQs. We reply within 24 hours on business days. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.