FAQ
About Pawsonalized(Custom) Pieces
How do I know if my pet can be made into a custom piece?
We work with experienced artists who have crafted pieces for a wide variety of pets. At the moment, we can create custom pieces for all breeds of dogs, all coat patterns of cats, rabbits, and small rodents. If you are unsure or have a different pet in mind, feel free to send us a message on Instagram or an email. We’ll let you know if it’s possible and answer any questions you may have.
How does the custom process work?
Every custom piece starts with your selections, photos, and notes. We’ll create drafts and confirm them with you before beginning the work. Once you approve the draft, your order joins our production line and is usually finished within 1–3 weeks.
- For wool felt portraits, we’ll check in with you for any final adjustments once the piece is finished, before we wrap it up and ship.
- For leather charms and silver pendants, we’ll package them once they are finished and send them to you.
What do I need to provide when placing an order?
After choosing your style, please upload clear photos of your pet and let us know any features you’d like to highlight, whether it’s their unique markings or special little details.
- For wool felt portraits and silver pieces, one clear reference photo is usually enough. If you can’t decide, feel free to upload a few, and we’re happy to help you choose.
- For leather charms, we recommend uploading several photos from different angles so we can capture them as accurately as possible.
Can I see a draft before production begins?
Of course. We’ll send you a draft for review using the contact information you provided. If we have both your email and phone number, we’ll reach out by email first. You’ll have 7 days to approve it, and the sooner you reply, the sooner we can begin bringing it to life!
Can I request changes to my custom piece?
We’re happy to make adjustments to the composition, style, or even your selections during the draft phase for any custom piece.
- For wool felt portraits, a final review will be offered before wrapping up and shipping, with up to two rounds of small detail adjustments (limited to fine-tuning, not major structural changes).
- For leather charms and silver pendants, once a draft is approved, no further changes can be made, as each piece is entirely handcrafted.
Production & Shipping
How long does production and shipping take?
Custom pieces typically take 1–3 weeks to create, depending on the season and the artist’s or studio’s schedule. Once completed, your piece will go through careful inspection, packaging, and shipping preparation, and will usually take an additional 2 weeks to arrive.
How is shipping calculated?
Orders over $100 within the U.S. qualify for complimentary shipping. For other orders, shipping costs are automatically calculated based on weight and destination at checkout.
Which regions do you ship?
At the moment, we ship within the United States. We will expand to other countries and regions in the future.
After-Sales & Policies
Do you accept returns or refunds?
Because each pawsonalized piece is made just for you and your pets, 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, 20% can still be refunded if it’s before shipping.
If your piece arrives damaged, don’t worry. Contact us within 7 days of delivery and we’ll make it right.
Privacy & Permissions
Will my custom piece be shared publicly?
We love celebrating the beautiful pieces created with our artist partners. If you would prefer not to have your piece shared on our social media, simply leave a note at checkout or reach out to us directly. We completely understand.
Is my pet’s photo safe? Will it be used publicly?
We respect your privacy. We will never share your pet’s photos or name without your permission. If you would prefer not to have them shared, just leave a note at checkout or let us know directly. When we do share photos, we blur backgrounds and avoid showing any people or revealing personal information.