Submit Ticket
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Opening a support ticket at Pawsomely is as simple as sending an email. Pick the topic below that matches your question: each link opens a new email to support@pawsomely.shop with the right subject line already filled in, so your message lands in the right place straight away. Add your order number and the details, press send, and we will reply within 24 hours on business days.
Ticket basics
- How: choose a topic below; your email app opens with a pre-filled subject.
- Include: your order number, the email you used at checkout, what you need and any photos.
- Reply time: within 24 hours on business days.
- Never send: card numbers, bank details, passwords or one-time codes.
- Prefer to write freely? Email support@pawsomely.shop with any subject.
Choose your ticket topic
| Topic | Use it when | Open a ticket |
|---|---|---|
| Change my personalization | You want to correct a name, date, message or photo within 24 hours of ordering | Email: Change personalization |
| Cancel my order | You want to cancel within 24 hours of ordering for a full refund | Email: Cancel order |
| Send my pet photo | Your order uses a photo design and you are sending the photo by email | Email: Photo for my order |
| Where is my order? | Tracking has not moved for 7 business days, or the parcel is past its estimate | Email: Where is my order |
| Damaged or wrong item | Your item arrived broken, faulty or not matching your order notes | Email: Damaged or wrong item |
| Return or exchange | You want to return or swap an item within 60 days of delivery | Email: Return or exchange |
| Refund question | You are checking on a refund or store credit | Email: Refund question |
| Address change | You need to correct the shipping address | Email: Address change |
| Question before ordering | You want advice on a design, size or photo before you buy | Email: Question before ordering |
| Payment problem | You were charged but did not get a confirmation, or a payment failed | Email: Payment problem |
| Privacy request | You want to access, correct or delete your data or pet photos | Email: Privacy request |
| Copyright or IP | You want to report a copyright or trademark concern | Email: IP concern |
| Something else | Feedback, ideas, press or anything not listed | Email: General question |
If clicking a link does not open an email app on your device, copy the address support@pawsomely.shop into your webmail and use the topic name as the subject.
What to include in your ticket
Always
- Your order number (from your confirmation email), if you have placed an order.
- The email address used at checkout, if you are writing from a different one.
- A short description of what you need, in one or two sentences.
For personalization changes
- The full corrected text, not just the part that changes. For example: “Names: Biscuit, Miso (Biscuit first). Year: 2026.”
- Which item it applies to, if your order has several personalized items.
For photos
- The photo attached at full size (not a screenshot of a photo, if possible).
- The pet’s name, so we match the right photo to the right name on multi-pet designs.
For damaged or wrong items
- A clear photo of the problem: the chip, the misprint or the wrong item.
- For transit damage, a photo of the outer box with its shipping label.
- Whether you would prefer a free remake or a refund.
For returns and exchanges
- Which item you are returning, and whether you want a refund, store credit or an exchange.
- For exchanges, the new size, option or design and the personalization for the new item.
Ticket topics explained
Change personalization
Use this topic for any correction to names, dates, wording, the number of pets or the photo, within 24 hours of ordering. Write the complete text as it should appear on the finished item, even the parts that are already right. We replace your original order notes with exactly what you send, and our reply repeats the final text so you can check it one last time. If your change also needs a different product option, for example going from one pet to two, we send a payment request for any difference before we start.
Send my pet photo
For photo designs, attach the original photo file rather than a screenshot or a photo of a printed picture. Bright daylight, eyes in focus and the face filling most of the frame give the best result. Dark fur in a dark room is the most common problem; a photo near a window solves it. If you are sending several photos for a multi-pet design, name each file after the pet or tell us which is which in the email. If a photo will not give a clear result, we write back before production and suggest what to try.
Where is my order?
Before opening this ticket, check the tracking link in your shipping email and our Order Tracking page. Remember that processing takes 1-3 business days and transit 7-14 business days. If tracking has not moved for 7 business days, or the parcel is 7 business days past the estimate, send the ticket and we will open a carrier investigation. If it is not resolved within 5 business days, you choose a free remake and reship or a full refund.
Damaged or wrong item
Photos make this ticket quick. Show the problem clearly and, for damage in transit, the outer box with its label. If the item does not match your order notes, tell us what you expected; we compare it with your order notes and put it right. If the item matches the notes but the notes contained a typo, we treat it as an exchange, still with a free return label within 60 days of delivery.
Return or exchange
Tell us the item and what you would like instead: a refund, store credit (which never expires) or a different size, option or design. Our reply includes your free return label and the address to send it to. Please pack the item well and send it within 14 days of approval.
Question before ordering
Not sure which doormat fits four names, whether a photo will work on a mug, or which blanket size suits a two-seater sofa? Ask before you buy. Tell us the product you are looking at, the names or text you have in mind, the destination country and, if relevant, attach the photo. We cannot send a proof, but we can tell you honestly what will look good and what will not.
Privacy request
Write from the email address on your order if you can, and tell us what you would like: a copy of your information, a correction, or deletion of your data or pet photos. We may ask a simple question to confirm it is really you. Pet photos are deleted 30 days after delivery anyway; if you want one deleted sooner, say so and we will delete it once your item has been made.
Busy season and response times
Our reply time of 24 hours on business days applies all year, including November and December when ornaments and blankets are most popular. During that period, one complete ticket with the order number, the full text and any photo helps us answer in a single reply. Change requests must still arrive within 24 hours of ordering, and the time you send the email is what counts.
What happens after you submit
| Step | What happens | Timing |
|---|---|---|
| 1. Received | Your email arrives in our support inbox and is matched to your order | Immediately |
| 2. First reply | We answer, approve, or ask for anything missing | Within 24 hours on business days |
| 3. Action | We update your order, send a return label, open a carrier investigation or issue a refund | As described in the relevant policy |
| 4. Confirmation | We confirm what was done in writing | When the action is complete |
Messages sent on weekends or US public holidays are answered on the next business day. To keep the conversation in one place, reply to our email rather than starting a new one.
Deadlines that matter
- 24 hours after ordering: last moment for free changes to personalization, options, address, or a cancellation with full refund. Your ticket counts from the time you send it.
- 7 business days without tracking movement: when we open a carrier investigation.
- 60 days after delivery: last day to request a return, exchange or report a damaged, wrong or missing item.
- 14 days after return approval: please send your return within this time.
- 7 days after we receive your return: by then your refund has been issued.
Details for each deadline are on the Cancel or Change an Order, Shipping & Delivery, Returns & Exchanges and Refund Policy pages.
If you are helping someone else
You are welcome to open a ticket for a parent, grandparent or friend who is not comfortable with email. Mention in the message that you are writing on their behalf and include their order number or the name and address on the parcel. We will reply to you and keep the conversation in one thread, so everyone can see what was agreed.
Keep your information safe
Please do not include card numbers, security codes, bank details, passwords or one-time codes in a ticket. We never need them to help you, and we will never ask for them. If you receive a message claiming to be from Pawsomely that asks for payment details, do not reply; forward it to us instead. Pet photos you send are used only for your order and deleted 30 days after delivery, as explained in our Privacy Policy.
Before you open a ticket
Many questions are answered in a few seconds on our help pages. The FAQs cover personalization, shipping, returns and payments; the Help Center organises every guide by topic; and the Order Tracking page shows your order status straight away. If those do not help, a ticket is the right next step.
Examples of great tickets
Subject: Ticket: Change personalization. “Hi! Order 1234 placed this morning. Please change the name on the ornament to Pepper (not Peper). Year stays 2026. Thanks!”
Subject: Ticket: Damaged or wrong item. “Order 1235. The mug arrived with a chip on the handle; photos of the mug and the box attached. A remake would be great.”
Subject: Ticket: Question before ordering. “I would like a doormat with four dog names. Which design fits four names best? Shipping to Wellington, New Zealand.”
Order numbers in these examples are illustrations, not real orders.
Prefer to just write?
You do not have to use a topic. Email support@pawsomely.shop in your own words and we will sort it from there. You can also visit our Contact Us page for our business details. Pawsomely, 67 Melrose Ave, Lynbrook, NY 11563, US.