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FAQ's


requently asked questions

For Jewerly:

We typically ship all orders within 2-5 business days. If you select Express shipping at checkout, we aim to ship your item within 2 business days.

Some products are made to order, and there will be a note on the product page about the expected time before it will be possible to ship it.

For other products (Blankets/Hoodies/Hooded Blankets):

It may take longer (up to 20 calendar days) due to high demand and production but 90% of our products take less than 15 days

Returns, exchanges cancellations

We DO NOT ACCEPT RETURNS, EXCHANGES OR CANCELLATIONS under any circumstance other than fault of our own (ie. wrong item was shipped). Please be sure to read ALL descriptions and measurements to ensure that you are ordering the appropriate size and style. If item is returned to us as undeliverable or refused it will be donated to Salvation Army. (no refund will be given for that)

 

SHIPPING

The time frame for order delivery is divided into two parts: 

1) Processing Time: Order verification, tailoring, quality check and packaging. All orders are sent to the manufacturer for dispatch within 24-hours after the order is placed. The manufacturer and national post from the country of origin process the orders, which takes an additional 7 - 14 business days. 

2) Shipping Time: This refers to the time it takes for items to be shipped from our warehouse to the destination. After processing and leaving the warehouse, items usually take between 7 and 14 business days to arrive at their destination but can take longer from time to time. 

 

The shipping time generally takes around 7-10 Business days for delivery after we send the parcel out, sometimes it is sooner while sometimes it takes longer time. The longest delivery period allowed on our side is one month. If you have not received the parcel after one months upon we sending the parcel out, please contact us. Customers who do not have tight schedule requirement, please choose this one. During busy seasons such as Christmas and New Year as well as terrible weather conditions, the efficiency of this express might be affected.

* Please note that shipping in Holiday season would take 5 - 7 business days more than usual.

Since an order needs up to 1 month to be delivered, please don't reach out to us if that period has not passed.

Our fulfillment centers are located in different locations all over the world. This means orders containing multiple items may be shipped individually. You may receive one item before the next. So don't panic if you don't receive all of your items at once. They are on the way. Therefore, the partial shipment could be applied to customers’ order.

When your order is ready to ship, we will send it to the shipping company and they will completely handle it. Depends on each shipping company's policy or customs procedure, you might be charged extra fee for the final delivery or the import tax, probably due to your shipping address is in a remote area. In this case, please kindly pay them the required fee to receive your order.

 

PAYMENTS

We offer safe shopping and accept payment via PayPal, Credit card, Debit card or VISA. So you can choose the most suitable one for you. All payment are processed with Paypal.

All products are set in US Dollar, our system will automatically exchange your currency to make it easy for you when placing order.

Our products are set in US Dollar. Fortunately, our system will automatically convert it for you, don't worry!

Yes, it's 100% Secure.

We use the PayPal & Stripe secure payment gateways.

** You can also use the paypal checkout to pay with the major credit card companies without having to log in to your account.

 

MANAGING YOUR ORDER

We always try to bring the best quality product to customers. However, there are many factors that affect negatively to the quality, especially shipping factor, that make our products be defective or damaged.

If you received a defective/damaged item, please kindly contact us by sending an email to pawandwoofinfo@gmail.com, tell us about your problem and don't forget to attach photos/videos which can clearly show the problem. f we made the mistake, we will go ahead and send you your correct order.

In the event of a wrong order, please contact customer support at pawandwoofinfo@gmail.com.  We will ask you to take a picture of what you have received for verification purposes. We will then check our records to verify your claim. If we made the mistake, we will go ahead and send you your correct order. You do not have to send the wrong product back to us.  

 

Unfortunately, we are currently unable to process a return and exchange due to size because we do not hold inventory or stock.  We again stress that you pay close attention to our sizing information for each product and make sure the sizing fits you before order.

You can see the sizing guide page

Please order carefully.  You must contact us within 24 hours of placing your order.  We will do our best to help you out and cancel your order if possible.  Please customer support at pawandwoofinfo@gmail.com

Please note that shipping fee is non-refundable. If you receive a refund, the shipping fee is deducted.

 

STILL NEED HELP?

Can not find the answer you need? Contact us: pawandwoofinfo@gmail.com

 

International Shipping

International orders are shipped via USPS First Class mail. We cannot guarantee an estimated delivery date for international orders; while unusual, shipping has sometimes taken up to 1 month or longer.

As an international buyer, you are responsible for any and all customs charges that you may incur from your order. We are not responsible for these taxes and do not implement them. They are not included in the shipping cost! You must check with your customs office for fees, taxes, and delay information. Please order at your own risk when shipping internationally.

Where is my order?

All orders are shipped with USPS. You can track your order at www.usps.com

If your tracking says delivered but you did not received an item please contact USPS customer support at 1-800-275-8777 so they can resolve the issue for you. Please have your tracking number ready. 

We are not refunding orders that marked delivered by usps.

Returns & exchanges

I gladly accept exchanges and cancellations

Contact me within: 21 days of delivery

Ship items back within: 30 days of delivery

Request a cancellation: before item has shipped

I don't accept returns

But please contact me if you have any problems with your order.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders

Conditions of return

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.

More information

Last updated on Feb 9, 2018

Frequently asked questions

How do your tees and/or tanks fit?

All of our tees and tanks fit fairly true to their size. We recommend taking a look at the size charts within the products photos for the most accurate measurements.

Keep in mind that all of our products are pre-washed, but may shrink slightly after washing.

The shipping address on my order is incorrect, can I change it?

If you’ve already placed your order and the shipping address is incorrect, just send us a message/convo with your correct shipping address.

Do you offer customizations or custom designs/graphics?

We don’t offer customizations to our designs or custom designs/graphics.

I’m sending a gift, can I change the shipping address so it goes directly to the recipient?

We’d be happy to change the mailing address on your order to send a gift to someone. All you have to do is send us a message/convo telling us who it’s going to and their full shipping address.

Do you include a receipt with my order?

We receive a lot of orders that are gifts so we do not include receipts with any order. If you would like a receipt, please refer to the Orders section in your Etsy account.

What countries do you ship to? Do you ship to APO/FPO addresses?

We ship to almost every country in the world that can be reached by the United States Postal Service!

We absolutely do ship to all APO/FPO addresses. Be sure to choose “United States” as the country when entering the APO/FPO address, regardless of what country the recipient is stationed in.

Do you offer quantity discounts or wholesale pricing?

If you are ordering 6 or more items just send us a message/convo letting us know what you plan on purchasing and we’ll get back to you as quickly as possible.

We don’t currently offer wholesale pricing, but would be happy to work something out if you plan on purchasing in quantity regularly.

Do you accept returns or exchanges?

We do accept exchanges within the timelines specified in the Returns & Exchanges section of our Shop Policies. We do not accept returns. If an exception is made to accept a return there is a 50% restocking fee. Shipping charges are non-refundable.

Returns & exchanges

We Don't accept returns

Contact us within: 14 days of delivery

Ship items back within: 30 days of delivery

I don't accept cancellations

But please contact us if you have any problems with your order.

The following items can't be returned or exchanged

Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:

  • Custom or personalized orders
  • Perishable products (like food or flowers)
  • Digital downloads
  • Intimate items (for health/hygiene reasons)

Conditions of return

Buyers are responsible for return shipping costs. If the item is not returned in its original condition, the buyer is responsible for any loss in value.