FAQs

USA ORDERS

Orders take 4-8 weeks to manufacture (additional times may be required if revisions are requested), and 1-3 weeks for delivery. Orders will be shipped via international carriers, and transferred to USPS once customs clearance is passed.

Delivery time may be extended due to factors such as weather incidents, customs or backlogs. If your shipment has not arrived within 10 days of the expected delivery time, please contact your local carrier or online shop.

OTHER COUNTRIES

Your orders should arrive between 6-10 weeks. Since every country has its own regulations, shipments may be held-up at customs pending clearance. Please contact your local shipping service if you believe that your item is being held at customs.

MY TRACKING HASN'T UPDATED

Please allow carriers’ systems a minimum of 4 business days to sync and update tracking information!

MY PACKAGE IS LOST OR STOLEN

Unfortunately, we are not responsible for lost or stolen packages. Please contact your local carrier for further information. We offer free international shipping, and your local carrier will determine the method of delivery. If you want to upgrade the shipping service or purchase shipping insurance coverage, please contact us (additional costs may be incurred).

HOW LIKENESS TO MY PETS WILL THE PRODUCTS BE?

While we try to capture all the critical features of your pet(s), please understand that a wool product will not be a clone (100% likeness) of the physical animal. In the case of 5” plushies, they are designed to be cartoon/anime caricatures of your pet. We are confident that our products will be ~80% alike, if not more, to your beloved furry buddies. Our Instagram pawstiveco shares some of our completed projects.

HOW MANY REVISIONS CAN I MAKE? ANY RESTRICTIONS?

We achieve to create a completely satisfied product on our first attempt. However, since all projects are unique much like how every pet is different, we will try our best to address all your concerns before fulfilling your order. Due to complexity of handcrafting and knitting, please allow us additional time to complete an order each time a revision is requested.

Once a project has started or completed, we will not be able to alter the first article or final product if you decide to change to another pet or if there are significant changes in the original pet/picture (aging, hairstyle alterations, color and size changes, etc.). This is why we ask for clear picture(s) offering us looks from different angles and good lighting. Please leave a note if you think there are certain features that can be overlooked - you know your pet buddies the best! Lastly, we cannot change order form (i.e. reprocess a charm keychain into a plushie or transform plushies to a framed art). Thank you for your understanding!

I RECEIVED THE PRODUCT BUT NEVER MADE REVISIONS

We work diligently to accommodate all change requests before we ship out each order. However, due to high demand and to keep our supply chain moving, if we do not hear back from you within 3 days of sending first article(s) photos to the contact information listed on your order, we will proceed to ship the product the next business day, assuming that no revision is required.