FAQ
Frequently Asked Questions
Shipping Questions
Q: Where do you ship?
A: We ship to the United States, Canada, United Kingdom, European Union, Australia, and most other countries worldwide. We cannot ship to North Korea, Russia, Belarus, or Ukraine due to current restrictions.
Q: How long does shipping take?
A:
- United States: Orders are processed within 2-7 business days, then shipped for delivery within 3-7 business days. Most orders arrive within 7-12 business days total.
- International: Processing takes 2-7 business days, then shipping takes 7-14 business days depending on destination. Orders to UK, EU, and Australia may arrive faster due to local fulfillment.
Q: Do you offer expedited shipping?
A: We offer Express Delivery on select products, which provides production and delivery within 2-3 business days for an additional cost. Standard shipping is our default option.
Q: Can you ship to PO boxes?
A: Yes, we can ship to PO boxes for our print-on-demand products like mugs, t-shirts, and tote bags.
Q: Will my order arrive in one package?
A: Not necessarily. Orders with multiple items may arrive in separate packages at different times as they are printed and shipped from various fulfillment centers. Each package will have its own tracking number.
Q: When will I receive tracking information?
A: You'll receive tracking information via email once your order ships (after the 2-7 day processing period).
Q: My package is late. What should I do?
A: First, check with neighbors and your local post office. If you still can't locate your package, email us at hello@pawsandclawsbffs.com and we'll investigate.
Returns & Exchanges
Q: What is your return policy?
A: Due to the custom nature of our print-on-demand products, we only accept returns for items that arrive damaged or defective. All custom printed items are made specifically for you and cannot be returned for refunds unless there's a quality issue.
Q: What if my item arrives damaged or defective?
A: Contact us immediately at returns@pawsandclawsbffs.com with photos of the damaged item, packaging, and shipping label. We'll send a replacement right away at no cost to you.
Q: How do I report a quality issue?
A: Email returns@pawsandclawsbffs.com with your order number, photos of the issue, and a description of the problem. We'll review your case and provide a solution within 24-48 hours.
Q: Can I return items I don't like?
A: Unfortunately, since our products are custom printed to order, we cannot accept returns based on personal preference, sizing issues, or design changes. Please review size charts and design previews carefully before ordering.
Q: How long do I have to report a problem?
A: Quality issues must be reported within 30 days of delivery. We recommend inspecting your items as soon as they arrive.
Q: What if the colors don't look exactly like they did online?
A: Minor color variations can occur due to different monitor settings and printing processes. We only accept returns if there are significant color discrepancies that affect the overall design quality.
Product & Order Questions
Q: Can I see a preview of my custom design before ordering?
A: Yes! Our product pages show mockups of how your design will look on each item. Please review these carefully as they represent the final product.
Q: What if I ordered the wrong size?
A: Since items are custom printed, we cannot exchange sizes. Please refer to our detailed size charts before ordering. If you need a different size, you'll need to place a new order.
Q: Can I cancel my order?
A: Orders can typically be cancelled within the first 24 hours before printing begins. Contact hello@pawsandclawsbffs.com as soon as possible.
Q: I entered the wrong shipping address. Can you change it?
A: Contact us immediately at hello@pawsandclawsbffs.com. We may be able to update the address if the order hasn't entered production yet.
Q: What materials do you use for your products?
A: We use high-quality materials for all our products:
- T-shirts: 100% cotton or cotton blends
- Mugs: Ceramic with dishwasher-safe printing
- Tote bags: Canvas or poly-cotton blend
Q: How should I care for my printed items?
A:
- T-shirts: Wash inside out in cold water, tumble dry low
- Mugs: Hand wash recommended, dishwasher safe on top rack
- Tote bags: Spot clean or gentle machine wash, air dry
Q: Do you offer bulk discounts?
A: We don't currently offer bulk pricing, but orders over $75 qualify for free shipping.
Design & Customization Questions
Q: Can I request a custom design?
A: Our current product line features pre-designed breed-specific artwork. We don't offer custom design services at this time.
Q: What dog and cat breeds do you feature?
A: We're launching with popular breeds and adding more regularly. Check our website for the most current selection of available breeds.
Q: Will you add more breeds?
A: Yes! We're continuously expanding our breed collection based on customer demand. Follow us on social media for announcements about new breeds.
Contact Information
General Questions: hello@pawsandclawsbffs.com
Returns & Quality Issues: returns@pawsandclawsbffs.com
We typically respond to emails within 24 hours during business days (Monday-Friday).