Contact Us
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Questions about a name, a photo, a parcel or a size? We are happy to help. Pawsomely support is by email, which means every answer is in writing and easy to find again later. Write to us at support@pawsomely.shop and a real person will reply within 24 hours on business days.
Contact details
- Email: support@pawsomely.shop
- Reply time: within 24 hours on business days (Monday to Friday, excluding US public holidays).
- Support ticket: Submit a ticket with a pre-filled subject for your topic.
- Business name and address: Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.
- Channels: email only. We do not offer phone or live chat support, and we do not have social media accounts linked from this site.
How to get the fastest answer
A complete first message usually means a complete first reply. Please include:
- Your order number, if you have one. It is in your confirmation email and starts the conversation in the right place.
- The email address you used at checkout, if you are writing from a different one.
- What you need, in a sentence or two: “Change the name on my ornament from Bisquit to Biscuit”, “My mug arrived chipped”, “Will a blanket reach Ontario before December 20?”
- Photos, if something arrived damaged or not as expected: one of the item and, for transit damage, one of the outer box and label.
- The full corrected text, if you are changing personalization. Write the whole thing, not just the difference, so there is no doubt.
Please never send card numbers, bank details or passwords. We will never ask for them, and we do not need them to help you.
Where to find answers by topic
| Your question | Best place to look | When to email us |
|---|---|---|
| Where is my order? | Order Tracking | If tracking has not moved for 7 business days |
| Fix a typo or change an option | Cancel or Change an Order | Right away, within 24 hours of ordering |
| Delivery times and costs | Shipping & Delivery | If you have a deadline and want an honest estimate |
| Return or exchange an item | Returns & Exchanges | To get your free return label, within 60 days of delivery |
| When will my refund arrive? | Refund Policy | If 10 business days have passed since our refund email |
| Which size should I choose? | Size Guide | If you are between two sizes and want a second opinion |
| How do I add a name or photo? | FAQs | If your design is unusual, such as several pets or a long message |
| Paying for an order | Payment Methods | If a payment was taken but no confirmation arrived |
| Your personal data | Privacy Policy | To access, correct or delete your information |
| Copyright or trademark concerns | DMCA and Intellectual Property Policy | To send a notice |
What happens after you write
- Your email arrives in our support inbox and is matched to your order, if you included the order number.
- We reply within 24 hours on business days. Messages sent on a weekend or US public holiday are answered on the next business day.
- If we need something from you, such as a clearer photo, we ask in that first reply so nothing waits longer than necessary.
- Once your request is resolved, we confirm what was done: the corrected name, the refund amount, the new tracking details or the return label.
If you do not hear back within the time above, check your spam or promotions folder and add support@pawsomely.shop to your contacts. Then reply to your own message to bump it up; please do not send several new emails, as that can split the conversation.
Writing about a personalized order
Personalization questions are the most common thing we hear about, so here are a few examples of messages that get solved in one reply:
- “Order 1234: please change the names on the doormat to Biscuit and Miso, Biscuit first.” (Sent within 24 hours, so we can update it for free.)
- “Order 1235: here is the photo for my blanket, attached. The name is Luna, dates 2012 – 2026.”
- “Order 1236: I wrote two names but chose the 1 Pet option. Can I upgrade to 2 Pets?” (We will send a payment request for the difference.)
Order numbers in these examples are illustrations, not real orders.
Damaged, wrong or missing items
We are sorry if your gift did not arrive as it should. Email us within 60 days of delivery with your order number and photos. For damaged or wrong items, we remake the item with the correct personalization or refund it, usually without you having to send anything back. For missing parcels, we open an investigation with the carrier and, if it is not resolved within 5 business days, remake and resend or refund in full. Details are on our Shipping & Delivery and Returns & Exchanges pages.
Writing from Canada, Australia or New Zealand
We answer messages on US business days, so if you are writing from Sydney, Auckland or Vancouver, our reply may arrive overnight for you. The 24-hour reply time still applies; it is simply counted in business days on our side. For deadline questions, tell us the date and city the parcel is going to, and we will work out an honest estimate based on 1-3 business days of processing and 7-14 business days in transit. If a parcel is held by customs, forward the notice you received and we will explain what it means and what to do next.
What we can do for you by email
| Request | What we do | Typical timing |
|---|---|---|
| Change personalization within 24 hours | Update your order notes and confirm the final text | Confirmed in our reply |
| Cancel within 24 hours | Stop the order and refund the full amount | Refund issued within 7 days of confirming |
| Return or exchange within 60 days | Approve the return and send a free return label | Label sent in our reply |
| Damaged or wrong item | Remake with the correct personalization or refund | Decision in our reply once we see your photo |
| Parcel not moving | Open a carrier investigation | Resolved or replaced/refunded after 5 business days |
| Resend confirmation or tracking email | Send the details again to your checkout email | In our reply |
| Delete your data or pet photos | Delete what we are not required to keep and confirm | As quickly as the law requires, usually much sooner |
| Store credit balance | Check your code and tell you the balance | In our reply |
Memorial orders and sensitive messages
Many of the emails we receive are about pets who have passed away. If you are writing about a memorial order, you do not need to use any particular format or explain more than you want to. Tell us the name, the dates and anything you would like us to know, and we will take it from there. If something about a memorial gift is not right when it arrives, we will fix it quietly and quickly. Photos you send are used only for your order and deleted 30 days after delivery.
If email is difficult for you
If you find email hard to use, for example because of a disability, you are welcome to ask a friend or family member to write on your behalf. Tell us in the message that they are helping you, and include the order number so we can find the right order. We can also keep our replies short and use plain language if that helps; just ask.
Our busiest times
November and December are the busiest months for pet gifts, especially ornaments and blankets. We keep to our reply time all year, but please send everything in one message during this period, including the order number, the full corrected text and any photo, so we can deal with your request in a single reply. Changes must still be requested within 24 hours of ordering, whatever the season.
Things to check before you write
Some questions answer themselves in a minute, which saves you waiting for a reply. Before emailing, it is worth checking:
- Your spam folder, for the order confirmation or shipping email you are looking for.
- The tracking page, using the link in your shipping email or our Order Tracking page. A “label created” status on the first day or two is normal.
- Your order confirmation, to see exactly what you wrote in the order notes. We make the item from that text.
- The date you ordered, because changes are free within 24 hours and returns are possible within 60 days of delivery.
- The product page, for size options, personalization limits and care instructions.
If none of that helps, write to us. No question is too small, and we would always rather hear from you early than late.
Feedback and ideas
Tell us what you loved, what could be better, or which product you wish we made. A doormat for four dachshunds? An ornament shaped for a senior cat? We read every suggestion. Ideas you send may inspire future designs, as explained in our Intellectual Property Policy. If you would like to leave a public review of a product you bought, you can do so on the product page after your purchase.
Questions before you order
Not sure which design suits three dogs, or whether a photo will work on a mug? Email us before ordering. Tell us the product, the names and, if relevant, attach the photo. We will tell you honestly what will look good. We cannot send a proof, but we can tell you if something will not work.
Questions about blanket or doormat sizes are welcome too. Tell us where the item will go, for example “a two-seater sofa” or “the step outside a front door”, and we will point you to the option that fits best.
Gift orders
If you are sending a gift straight to someone else, you can include a gift message in the order notes. The recipient can contact us with the order number or the name and address on the parcel if they need help with an exchange; we will keep the giver’s details private.
Press, partnerships and permissions
For press questions, requests to feature our designs, or permission to use our content, email support@pawsomely.shop with a short description of your request in the subject line. We do not work with paid review schemes and we do not accept requests to post reviews.
Our business details
Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, United States.
This is our business address for correspondence and legal notices. Please do not send returns to this address unless we have asked you to in a return approval; every approved return comes with its own free label showing where to send it.
More help
Browse the Help Center for guides by topic, or read the FAQs for quick answers. When you are ready to write, use Submit Ticket or email support@pawsomely.shop. We look forward to hearing about your pets.