Cancel or Change an Order

Last updated: November 2, 2026

Everyone has ordered something and then noticed a detail a few minutes later: the wrong size, a typo in a pet name, the old apartment number in the address. Because every Woven Paw piece is embroidered after you order, there is a short window in which we can still change things without anything being wasted. This page explains that window, what can and cannot be changed, and what happens if you miss it.

1. The 24-hour window

You can cancel or change an order within 24 hours of placing it. The time that counts is when your email reaches us, so you do not need to wait for our reply before the window closes. The window is the same for finished designs and for our five custom pet face pieces, and it does not depend on whether you paid as a guest or with an account.

Why 24 hours? Orders go into preparation within 1-3 business days, and once a garment has been embroidered with a design or your pet’s face, it cannot be unstitched. A clear, short window lets us catch changes before that point for nearly everyone who needs one.

2. How to ask for a cancellation or change

1. Email support@wovenpaw.shop from the address you used at checkout, if you can.
2. Put your order number in the subject line, followed by “Cancel” or “Change”.
3. In the message, say exactly what you want. For a change, write the old value and the new value, for example: “Pet name: BISCUT → BISCUIT” or “Size: M → L” or “Address: add Apt 4B”.
4. Wait for our confirmation email. We reply within 24 hours on business days and confirm what was changed or that the order is cancelled.

There is no form to fill in on the site for this, and we do not need a reason for a cancellation. Please do not send card numbers or passwords by email; we never need them to cancel or change an order.

3. Changes we can make inside the window

A typical example

Five hours after ordering the Custom Pet Face Embroidered Polo, a customer re-reads the confirmation email and spots that the pet name says BISCUT. She replies to us with “Pet name: BISCUT → BISCUIT”. The change is inside the 24-hour window, so we update the order before stitching and confirm the corrected spelling by email. The live preview on the product page shows the name as you type it, and the field note reminds you that we stitch exactly what you type, so a second look before checkout is always worth it.

4. Changing the photo for a custom piece

For custom pieces you email your pet photo after checkout. If you sent a photo and then find a better one, reply to the same email thread with the new photo and say which one to use. If we have not started work on your piece, we simply switch to the new photo; this is the case for most changes made soon after the first photo. If stitching has already begun, we tell you, and the returns route applies once you receive the piece.

We do not send a proof or mockup before production. If the photo you send is too dark, blurry or partly covered to stitch from, we ask you for another one before we begin, so you will not receive a piece made from a photo we could not use.

5. After the 24 hours

Once 24 hours have passed, your order may already be in preparation. You can still email us: if the piece has not been embroidered yet, we often can still make a change, and we will say so. If it has, we cannot cancel or alter it, but you are not stuck with it. You can:

• Return it within 60 days of delivery with a free return label, for a refund or store credit, as described in our Returns & Exchanges Policy.
• Exchange it for a different size or color of the same product once it arrives.
• If the reason is a mistake on our side, such as a pet name stitched differently from what you typed, we correct it at no cost to you.

One more practical point: if you are not sure whether your order has started, the status on Order Tracking helps. “Processing” means we have your order and it may or may not be in preparation yet, so email us quickly; “Completed” or a shipping email means it has left us and section 6 applies. When you write after the window, include everything you would like changed in one message. Several separate emails about one order can slow things down at exactly the moment speed matters most.

6. If your order has already shipped

Once a parcel has left us, we cannot cancel it or change the delivery address ourselves. If you notice an address problem after shipping, email us straight away with your order number: we will tell you what can be done with the delivery service, which depends on how far the parcel has travelled. If you simply no longer want the order, let it arrive and use the 60-day return with our free label; there is no need to refuse the parcel, which can make it take much longer to come back to us.

7. Money back for a cancelled order

When we confirm a cancellation, we refund the full order total to the original payment method within 7 days of that confirmation, and email you when the refund is issued. If only one item of several is cancelled, we refund that item. If a change lowers the price, for example from 2 Pets to 1 Pet, we refund the difference; if it raises the price, we explain how the difference will be paid before we make the change. More on timing and payment methods is on our Refund Policy.

8. Cancellations by Woven Paw

In rare cases we may need to cancel an order ourselves, for example if a garment color is no longer available, the shipping address is outside the four countries we deliver to, a payment cannot be confirmed, or we never receive a usable photo for a custom piece after asking for it. We may also decline a custom request that asks us to stitch logos, team marks, cartoon characters or other content we cannot reproduce; we stitch pet faces, pet names and our own designs only. Whenever we cancel, we email you first with the reason and, where possible, an alternative. If you do not want the alternative, we refund the full amount.

9. Duplicate orders

If you placed the same order twice by mistake, for example after a slow checkout page, email us with both order numbers. Inside the 24-hour window we cancel the duplicate and refund it in full. If you notice later, tell us anyway; if both have already been prepared, the second can be returned with a free label within 60 days of delivery.

10. Planning around a date

If you are changing an order because a date has moved, such as a birthday party brought forward, remember that preparation takes 1-3 business days and transit 7-14 business days to the US, Canada, Australia and New Zealand. Changing the size or color does not normally restart these times, but changing the photo of a custom piece starts the preparation time again from the new photo. We will tell you honestly if a change puts your date at risk. See Shipping & Delivery for planning tips.

11. A checklist before you pay

Most change requests we receive could have been caught at checkout. Before you press the order button, it takes a minute to run through this list:

• Size: have you compared a garment you already own with the Size Guide? Women’s fitted and cropped styles run smaller than unisex sizes with the same letter.
• Color: for custom pieces, is your pet’s coat going to stand out on the garment color? A black dog on a black hoodie loses detail; sand, grey or lavender show dark coats far better.
• Pets option: did you choose 2 Pets if you want two faces? Two faces on one piece are each stitched smaller.
• Pet name: read it letter by letter in the live preview. Capitals, spaces and spelling are stitched exactly as typed, up to 12 characters.
• Markings note: is the most important marking named first? Notes are limited to 140 characters, so keep it to what matters most.
• Address: unit or apartment number, postal code, and the recipient’s name for a gift.
• Photo: do you have a sharp, front-facing daylight photo ready to email straight after checkout?

12. Gift orders and surprise changes

If you ordered a gift and need to change something without the recipient finding out, write to us from the email you used at checkout. We only discuss order changes with the person who placed the order, and our emails about the change go to that checkout address, not to the delivery address. If the recipient contacts us directly about a gift that has already arrived, we can help them with an exchange of size or color, but we will not reveal the price paid or the payment details.

13. Why finished embroidery cannot be altered

Unlike a print, embroidery is built up from many stitches through the fabric. Removing them leaves needle holes and marks, so we never “edit” a stitched garment: a change after stitching means making a new piece. That is why the 24-hour window matters, and why we ask for a good photo before we start a custom piece rather than after. If something on a finished piece is our mistake, we make a new one for you at no cost; if it is a change of mind, the 60-day return covers it.

14. Contact us

Email support@wovenpaw.shop with your order number. We reply within 24 hours on business days. You can check order status on Order Tracking and find quick answers in our FAQs.

Woven Paw, 13 Fern Place, Mandeville, LA 70471, US.