Frequently Asked Questions

Thanks for checking out our paw-some products! Questions about any products that we offer?

Don’t Fret! We’re here to help!
You can read through our FAQ’s or send us a message. One of our amazing Customer Happiness Experts will get back with you!

How can I check the status of my order?

Here at Pawlywood Pets, we pride ourselves in our fast shipping!
If you need help tracking your order, please refer to the email that we sent to you with your tracking information. You can also always check the status anytime by logging into our website and visiting your account (if you set one up). Any additional questions? Reach out to one of our amazing happiness agents and we’d be happy to help! Thanks for pawing in!

Return Policy

We want you to be completely satisfied with your Pawlywood Pets purchase. We provide the review process of your order after purchasing one of our customized products so you can rest assured you will know exactly how it will look prior to us starting production.
We allow for a maximum of 2 revisions. You will receive an email with the proof within 48 hours after purchase as long as you upload the pictures and information necessary to start your order. Due to the nature of every order made to order and personalized/custom options we are unable to offer exchanges or refunds. However, please contact us at fetch@pawlywoodpets.com if for any reason you are unsatisfied and we will try to make it right.
We want this experience and purchase to be paw-fect.

If your Pawlywood Pets product is incorrect or damaged upon arrival, we will correct the error at no cost to you. Please contact us within 30 days of receiving your product and we will email you a prepaid return shipping label. Incorrect products are defined as products:

▪ Which are broken or damaged upon delivery

▪ Where the product itself is defective (e.g. a split seam)

You must notify us within 30 days of your intent to return the item to be eligible for a refund. You then have an additional 15 days to return the item to us to remain eligible. Once we receive the item back, we will process the refund. Please ship your item back to us at Pawlywood Pets, 1746 Alvarado Court, Longwood, FL 32779, using the most economical method for you that still has a tracking number, otherwise, we cannot guarantee that we have received the returned item.

You can notify us by emailing us at fetch@pawlywoodpets.com. Please include your contact information, pet’s name and order number, if known, in your message.

Will my Pawlywood Pet look exactly like my pet?

We do our very best to ensure that your Pawlywood Pet Product captures the characteristics and likeness of your pet to the absolute best of our abilities. We are very proud of our products and how much they resemble your actual pet.

How long does it take for the Pawlywood Pet Stuffed Animal Pet Clone to be completed?

Please note it could take up to 4-5 weeks for your Pawlywood Pet Stuffed Animal Pet to be delivered.
We can’t start until we have your 5-6 different angled pictures of your pet. Once we have those it will be about 7-14 days before you will receive your email with your proof to review.
You are allowed two revisions maximum. Once you approve our production team will start creating your pet clone which will be about 7 days and then we need about 7-14 days delivery.
Our delivery times are estimates and not guaranteed. The typical time is about 4 weeks from start to you having your cuddly, huggable stuffed animal in hand.

What if I don't have digital photos of my pet?

We require digital pictures to place your order online. We do accept mail-in orders, please email us at fetch@pawlywoodpets.com if you would like us to email you or mail you a mail-in order form. This way, you can simply complete the form and mail it back with the pictures and payment. Note, the pictures will not be returned.

When will my credit card be charged?

Your credit card will be charged at the time of purchase. This is because of the custom nature of our products.

Do you charge sales tax?

We charge sales tax for items shipped to the state of Florida.
Sorry Florida – the law makes us do it!

Send Us a Message

Fill out our contact form below and one of our amazing customer happiness experts will get back with you as soon as possible.