Help Center

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Welcome to the Pawsomely Help Center. Everything you might need before, during and after an order is gathered here by topic, with a short summary and a link to the full page. Start with the quick answers below, or jump straight to the topic you need. If you cannot find what you are looking for, email support@pawsomely.shop and we will reply within 24 hours on business days.

Quick answers

  • How do I add my pet’s name? Type it in the order notes box at checkout, exactly as it should appear.
  • How long does it take? 1-3 business days to make and pack, then 7-14 business days in transit.
  • What does shipping cost? Nothing, to the US, Canada, Australia and New Zealand, with no minimum.
  • Can I fix a typo? Yes, email us within 24 hours of ordering.
  • Can I return it? Yes, within 60 days of delivery for any reason, with a free return label. Refunds are issued within 7 days of receiving your return.

Orders and personalization

Every Pawsomely gift is made from the details you write in the order notes box at checkout: names, dates, short messages and, for photo designs, a link to your photo or a note that you will email it. We print exactly what you write and we do not send a proof first, so the most useful habit is to read your notes once more before paying and again in your confirmation email.

Helpful pages

  • FAQs: how to add names and photos, several pets, gift messages and spelling.
  • Cancel or Change an Order: the 24-hour window and what can be changed.
  • About Us: how personalization works and what we check before production.

Common situations

“I typed the wrong name.” Email us within 24 hours with the order number and the full corrected text. We update it for free. After 24 hours, the item may already be made, but you can return or exchange it within 60 days of delivery.

“I have three pets but only chose the two-pet option.” Email us within 24 hours. We will send a payment request for the difference and update the order.

“I want to use a photo from my phone.” Paste a share link in the order notes, or write “photo by email” and email it to us with your order number. Choose a bright photo where your pet’s face fills most of the frame.

Shipping and delivery

We ship from the USA to the United States, Canada, Australia and New Zealand, and shipping is always free with no minimum. Processing takes 1-3 business days and transit 7-14 business days, so plan for about 8-17 business days in total. Parcels to Canada, Australia and New Zealand may be charged import duties or taxes by the destination country, paid by the recipient.

Helpful pages

Common situations

“Will it arrive for Christmas?” Order at least three and a half weeks before the date. For close dates, email us with the destination and we will give you an honest estimate.

“Tracking has not moved.” The first scan can take 24 to 48 hours. If tracking has not updated for 7 business days, email us and we will open an investigation with the carrier.

“It says delivered but I do not have it.” Check with neighbours, reception and your local post office. If it still has not appeared, contact us within 60 days of the delivery date.

Returns and exchanges

Every item can be returned within 60 days of delivery, for any reason, including personalized items and change of mind. We send a free return label for every approved return. You can exchange for another size, option or design, and we ship the new item free.

Helpful pages

Common situations

“The blanket is too small.” Ask for an exchange to a bigger size. We confirm your personalization, make the new blanket and ship it free while the original travels back on a free label.

“The mug arrived chipped.” Email a photo within 60 days of delivery. We remake it or refund it, and usually you do not need to send it back.

Refunds and store credit

Refunds go back to the payment method you used at checkout, or as store credit if you prefer. We issue them within 7 days of receiving your return, within 7 days of confirming a cancellation, or within 7 days of approving a claim that needs no return. Store credit never expires.

Helpful pages

  • Refund Policy: what is refunded, timing, partial refunds, gifts and disputes.
  • Payment Methods: how charges and refunds appear on your statement.

Common situations

“I have not seen my refund.” Banks can take a few business days to show a refund after we issue it. If 10 business days have passed since our refund email, contact your bank with the confirmation and let us know.

“Can I have store credit instead?” Yes, just say so when you request the return. Store credit never expires.

Payments

All prices are in US dollars, and the payment options for your order are shown at checkout before you confirm. Your payment is taken when you place the order. Pawsomely never sees or stores your full card number and will never ask for card details by email. We do not add sales tax at checkout.

Helpful pages

Products, sizes and care

Our range covers ornaments, doormats, mugs, blankets, keepsakes and memorial gifts for dog and cat homes. Each product page lists its options, what the design can hold (for example one name or several) and a care line for that item.

Helpful pages

Care basics

  • Mugs: hand-washing keeps printed designs fresh for longer; avoid sudden temperature changes.
  • Blankets: wash cold on a gentle cycle and dry on low or flat; skip bleach and fabric softener.
  • Doormats: shake or vacuum regularly, spot-clean with a damp cloth and let them dry flat.
  • Ornaments: store in a small box away from damp between seasons.

Gifting and memorial orders

A lot of Pawsomely orders are gifts: a mug for a dog walker, an ornament for a friend’s new kitten, a doormat for a sister who just moved home. You can ship any order straight to the recipient by entering their address at checkout, and you can add a gift message in the order notes, clearly labelled. Shipping is free to all four countries we serve. If the recipient wants to exchange the gift, they can contact us with the order number or the name and address on the parcel, and we will help without involving the giver unless they want us to.

Memorial gifts deserve extra care. Write dates in full, for example “March 3, 2014 – October 12, 2026”, and choose the photo that looks most like your pet. If you are not sure whether a photo will print well, email it to us before ordering and we will tell you honestly. If anything about a memorial gift is not right when it arrives, write to us in your own words; there is no form to fill in.

Helpful pages

Before you order: a five-point checklist

  1. Choose the right option. Check the size, colour or “Number of Pets” option on the product page.
  2. Write the personalization in full. Names exactly as they should appear, in the order you want them, plus any dates and short message.
  3. Sort the photo. Paste a share link in the order notes, or write “photo by email” and send it with your order number.
  4. Check the address. Apartment numbers, suburbs and postal codes, especially for gifts sent to someone else.
  5. Read your confirmation email. If anything is wrong, email us within 24 hours and we will fix it for free.

Following these five steps prevents almost every problem we see, and it means your gift can go into production straight away, without waiting for a question from us.

Account and privacy

You can order as a guest or create an account to see your orders in one place. We use your details only to make, ship and support your order. Pet photos are deleted 30 days after delivery, and we never use your pet’s name or photo in marketing without your written permission. You can ask us to access, correct or delete your information at any time.

Helpful pages

Rights, copyright and trademarks

We only make gifts with names, text and photos you have the right to use, and we do not reproduce other brands’ logos, team marks or characters. If you believe something on our site uses your work, you can send us a notice.

How support works

Pawsomely support is by email only. That keeps every answer in writing, so you can always look back at what we agreed. We reply within 24 hours on business days, Monday to Friday, excluding US public holidays. One complete message, with your order number, the full corrected text and any photo, is the fastest way to a complete answer.

All support pages

Every Pawsomely help and policy page
PageUse it for
FAQsQuick answers to the most common questions
Order TrackingOrder status and tracking
Shipping & DeliveryTimes, costs, countries, duties, lost or damaged parcels
Cancel or Change an OrderThe 24-hour window for changes and cancellations
Refund PolicyWhen and how refunds are issued
Returns & Exchanges PolicyHow to return or exchange within 60 days
Size GuideChoosing blanket, doormat and mug sizes
Payment MethodsPaying, currency, security and declined payments
Privacy PolicyYour data and photos
Terms of ServiceThe agreement for using the site and ordering
DMCACopyright notices
Intellectual Property PolicyTrademarks, characters, permissions
Contact UsOur email, reply time and business address
Submit TicketA ready-made email for your topic
About UsWho we are and what we make
SitemapEvery page and category in one list

Still need help?

Email support@pawsomely.shop or open a ticket on the Submit Ticket page. Include your order number and, if something arrived damaged, a photo. We reply within 24 hours on business days. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.