METHOD OF CONTACT
Reach us by email: firstname.lastname@example.org
AVERAGE LEAD TIME (NON-HOLIDAY SEASONS)
- Custom pet felting products:
Orders normally take 5-8 weeks to manufacture (additional times may be required if revisions are requested).
- Leather-carved keychains:
Orders normally take 4-8 weeks to fulfill (our manufacturing capacity is 3-5 orders per week, and processed by sequence of order). If you desire faster turnaround time, please contact us before placing order - we may or may not accommodate due to workload.
- All other products:
Pawllows, Pawsocks, and Pawmats normally take 3-5 days to manufacture.
Average lead time is an estimated timeline, but does not account for major international holidays and force majeure events, which can cause interruptions and increase production or shipping times.
Pawstive will use reasonable efforts to ship products in accordance with the delivery timeline; however, in the absence of a special express written agreement, any date or deadline provided by Pawstive is estimate and non-binding.
HOW LONG IS SHIPPING?
We have two shipping options at checkout:
- Standard shipping: 7-15 business days worldwide
- FedEx Expedite or DHL Express: 3-7 business days
Weather incidents, federal holidays, carriers and customs backlogs in your country can impact transit times. If your shipment has not arrived within 10 days of the expected delivery time, please contact your local carrier or online shop for assistance. Pawstive accepts no liability for losses or damages arising out of delays in delivery by carrier.
MY TRACKING HASN'T UPDATED
Please allow carriers’ systems 2-4 business days to sync and update tracking information!
MY PACKAGE IS LOST OR STOLEN
We are not responsible for lost or stolen packages after successfully delivery of a package to your shipping address. Please contact your local carrier for further information. We ship every order with tracking number, but your local carrier will determine the method of delivery. Shipping insurance is optional, please contact us if you want to add shipping insurance (at cost) for protection against lost or stolen packages.
HOW ALIKE TO MY PETS WILL THE FELTED PRODUCTS BE?
We attempt to capture all the critical features of your pet(s), but a wool product will not be a clone (100% likeness) of the physical animal. Feltings are designed to look a little like cartoon/anime caricatures of your pet. We are confident that our products will be ~80% alike, if not more, to your furry buddies.
HOW MANY REVISIONS CAN I MAKE? ANY RESTRICTIONS?
Knitted feltings - 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.
Other products - revision to finished products are not required as the picture you provided will be translated directly onto the finished work. Therefore, please choose carefully when sending in a picture as we’ll not accept full refund requests to orders due to, but are not limiting to, change of mind, poor picture quality, and personalization choices without clear communication to us during the ordering process. Otherwise, we’ll conduct in-house quality checks before shipping and stand by our satisfaction guarantee policy for every product.
I HAVE A CHANGE OF MIND
After a project starts, we will not be able to alter the physical form to a different pet if you have a change of mind. Moreover, we can’t accommodate significant feature changes including aging, hairstyle alterations, color & size differences from those found in the original pictures submitted. 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 each order. But if there’s no response from you within 3 days of us sending first article photos for review, we will proceed to ship the product, assuming that no revision is required.