How do I change or cancel my order?

In the event you wish to cancel or change your order, please contact us within 12 hours of your order at support@pawsionate.com. As all of our products are custom made, changes after 12 hours will not be allowed.
*Please note that any orders that have already been packed or shipped cannot be canceled.

What payment methods do you accept?

We accept major credit cards (VISA, MasterCard) and PayPal payments. We do not accept personal checks, money orders, direct bank transfers, debit card payments, or cash on delivery.
Can I change my shipping address after placing an order?

If you need to change your shipping address, please contact us at support@pawsionate.com within 12 hours after placing your order with an e-mail titled "Shipping Address Change" to route to the appropriate department.

Please be advised that your shipping address cannot be revised after the order has shipped.
When will I get my tracking number?

Once the order has been processed by our fulfillment team (2-5 days, on average), a tracking number usually takes 1-3 business days to be generated. Please take note to allow 1 to 3 business days for your tracking information to be updated. If you have not received your tracking number within three business days or if the tracking status is "not available" within 1 to 2 business days from the time you have received your tracking number, please send us an email at support@pawsionate.com.
How do I track my order?

You can track your order here:


How long does delivery take?

We process orders on business days which are Monday through Friday, Pacific Standard Times, and exclude holidays observed by the Post Office: New Year's Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving, and Christmas.

Processing Time: 2-5 business days
Delivery Time:

  • United States: 2-5 business days.
  • Canada, Australia & Western Europe: 5 - 12 business days.
  • Rest Of The World: 7-14 business days.

How do I return an item?

Due to the fact that our products are made-to-order, we do not exchange or refund items unless an item you received has a major problem. This is when the item is:

  • Design errors/wrong order: Completely wrong design compared to information provided by customers on our site.
  • Bad quality: blurry image/print.
  • Significantly different from the description or sample shown to you.
  • Defective/Damaged due to the fault of our factory or the carrier;
  • Order was sent to the wrong address.

Please be informed that our products are made-to-order and manufactured under market demand; thus, they are not always available items. Also, advertised images may slightly different from actual item in terms of color due to the lighting during photo shooting or the monitor's display. Hence, please allow the difference between advertised images and the actual item you received.

If the problem is major, we may choose to replace the item or issue a refund within a reasonable time. In this event, the product may be kept at customer’s disposal.

You could request a refund or a replacement within 20 business days of receiving your order. Please contact our Customer Support team to start the complaint process. Please include the following information:

  • Order number
  • Transaction/invoice id
  • Video or photo of the faulty product
  • Delivery address
  • Phone number

Please note:

  • Refund or free replacement will not be accepted for damage/lost item in cases of following: Wrong address provided, Improper care, Damages in use..etc,
  • All returned/ undelivered parcels due to the wrong shipping address will not be returned to our factory. If orders were undelivered because of the incorrect address provided by customers, our company can only offer discounts for next purchases.
  • Refund process may take up to 7 business days and is credited via your original form of payment.

I need my order fast, do you guys provide expedited shipping?

Unfortunately at this time, we do not offer expedited shipping. We have looked into it, but it is usually extremely expensive and may be more than half the purchase price of the product.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 5-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account.

If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund to you.
Why the tracking status has not been updated?
Tracking information may not update immediately in some cases, however, please rest assured your item is on its way.
Here are some reasons why tracking information may not be available:
- There may be delays between the scanning events and the website's updates.
Once we have shipped the item, the tracking status will take a few days to be updated by the shipping carrier.Therefore, please hold on for a few more days and try again later.
- The package may not be scanned until it reaches the regional hub near the destination.
- There may not be any updates available when the package is in transit. The tracking information should pick up again once your packages reaches your local area.
The delivery time frame is valid regardless of the tracking information's availability online.
If your tracking status has not been updated for over 10 days, please contact us through our Customer Service email: support@pawsionate.com immediately and we will offer you further assistance.