Shipping & Refund Policy

SHIPPING

HOW LONG AFTER ORDERING IS MY ORDER SHIPPED?
We typically ship all orders within 2-3 weeks (not including weekends or Holidays).  This could be delayed if you do not provide the photos
necessary to complete your order. This could also be delayed if you do not check your email and approve your
proof or review emailed after your order is placed.

WHICH CARRIER DO YOU USE?
We ship all items with USPS or UPS. We only ship in the United States.

HOW LONG DOES IT TAKE TO ARRIVE?
We ship all orders from our CA, USA factory.
USA – Within 7-10 business days
Check your local mail carrier website for the latest updates on how Covid-19 is affecting deliveries.

I DIDN’T RECEIVE MY ORDER
Please email us: fetch@pawlywoodpets.com, quoting your order number from the confirmation email/SMS message.
We’ll help track down your order.

CANCELLATION & EXCHANGES

CAN I CANCEL OR CHANGE MY ORDER?
We try to start production of all orders as soon as possible. Depending on when your order was placed, cancellation
may be possible if production has not yet begun. Please contact our support team to check if changes or
cancellations are possible, and give the reason you wish to cancel.

MY ITEM IS DAMAGED/INCORRECT, WHAT DO I DO?
Please contact our support team for any items that arrived damaged, defective, or the wrong item arrived, including a
photo of the item. We’ll arrange for a replacement item to be sent to you as soon as possible. Please do not return
items to us without authorization from support first.

CAN I RETURN MY PURCHASE?

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 so we can start the return process.  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.

MY ITEM LOOKS DIFFERENT TO THE ONLINE LISTING
This is a very rare occurrence. We make every effort to accurately represent all designs and products, though some
listings make use of life-like renderings instead of photos to show how the item will look.
It’s possible you may have an item that is showing a defect, please take a few photos and send them to our support
team for review, along with your order ID.