Custom pieces typically take 1–3 weeks to create, depending on the season and the artisan or studio’s schedule. Once completed, your piece will go through careful inspection, packaging, and shipping preparation, which usually takes an additional 2 weeks.

Of course. We’ll email you a draft for your review before we start creating your piece. You’ll have 7 days to approve it. And the sooner you reply, the sooner we can begin bringing it to life.

We’ll send the draft to you by email or text, using the contact info you leave with us. For wool felt portraits, we’ll also use this to confirm the final look. We recommend leaving a phone number, since text messages are usually faster.

We respect your privacy. We'd love to share your pet’s piece with more people in our pet-loving community. When we do, we only share the pet’s photo or artwork, never any personal information. Faces, addresses, or anything private will always be blurred or removed. But if you’d prefer to keep your pet's photo or the custom piece private, just let us know in the Notes at checkout or email us afterward. We totally understand!

Because each pawsonalized piece is made just for you, we’re not able to accept returns. But we do understand you might change your mind. If you cancel during the draft stage, when we're still working on your design, 90% of your order can be refunded. After the draft is approved and crafting has started, 40% can still be refunded if it’s before shipping.

If your piece arrives damaged, no worries and just reach out within 7 days of delivery and we’ll make it right.