Contact Us

Last updated: November 2, 2026

Write to us by email

Every question, photo and request at Woven Paw goes through one inbox: support@wovenpaw.shop. We chose email on purpose. Embroidery orders depend on details: a pet’s name spelled exactly right, a note about a white sock on one paw, the photo you want us to work from. Email keeps all of that in one written thread, with a time stamp, so nothing gets lost between a chat window and an order.

We reply within 24 hours on business days (Monday to Friday, excluding US public holidays). A message sent on a Saturday morning is answered by the end of Monday at the latest. If your question is urgent because of the 24-hour change window, put the word “Change” and your order number at the start of the subject line so it is easy to spot.

If you would like a pre-filled subject line for the most common topics, our Submit Ticket page has one link per topic. Clicking a link opens your email app with the address and subject already filled in.

What to put in your message

The more of the following you include in your first email, the faster we can answer without a back-and-forth:

• Your order number, from your confirmation email, if your question is about an existing order.
• The email address used at checkout, if you are writing from a different address.
• The product name and options, for example “Custom Pet Face Embroidered Hoodie, Sand, L, 1 Pet”.
• What you need: a change, a cancellation, a return, a sizing answer or something else.
• Photos, when they help: your pet photo for a custom order, or pictures of a problem with an item you received, including the shipping label.

Please never send card numbers, bank details or passwords by email. We will never ask for them. Payment is handled only at checkout.

Sending your pet photo for a custom order

Our five custom pieces (the polo, crewneck sweatshirt, hoodie, T-shirt and dad hat with your pet’s face) need a photo, and the photo is sent by email after checkout rather than uploaded on the site. Put your order number in the subject line, for example “Order 1234 – photo of Milo”, and attach one or two photos.

What makes a good photo

• Sharp and in focus, taken in daylight or a bright room.
• Your pet facing the camera, with both eyes and both ears visible.
• Nothing covering the face: no hands, toys, cones or heavy shadows.
• The original file if you can, rather than a screenshot or a photo of a printed photo.

We do not send a proof or mockup before production, so the photo you send is what we work from. If it is too dark, too blurry or the face is hidden, we reply and ask for another one before we start. If you ordered two pets, send a photo of each, or one photo that shows both faces clearly, and tell us which name belongs to which pet.

Remember that embroidery is a simplified stitch rendering, not a photo-real copy. If a marking matters a lot to you, such as a heart-shaped patch on the chest or one dark ear, mention it in your email or the markings note on the product page. Your photos are deleted 30 days after delivery.

Find the right page for your question

Many answers are already written down in detail. This table points you to the page that covers each topic; if it does not answer your question, email us and mention what you read.

Common situations and what we do

You spotted a typo in your pet’s name

If you typed “BISCUT” instead of “BISCUIT” and notice within 24 hours of ordering, email us with the order number and the correct spelling. We fix it before production. After 24 hours the order may already be in production; write to us anyway and we will tell you plainly what is still possible.

You need the order by a certain date

Email us before you order with the destination country and the date. Preparation takes 1-3 business days and transit takes 7-14 business days, and weekends do not count. A parcel to Australia or New Zealand can use the full 14 business days. We will tell you honestly whether a date is realistic; we will not promise one we cannot keep.

The size is wrong

You can return or exchange within 60 days of delivery, and we send a free return label. Tell us the size you need. Our Returns & Exchanges page explains the steps.

Something arrived damaged or not as ordered

Email us with your order number, photos of the item and the problem, and a photo of the shipping label. We will put it right with a replacement or a refund. You do not need to argue your case; the photos are enough for us to start.

You want a logo or character next to your pet

We stitch pets, pet names and our own designs only. We cannot stitch sports team logos, cartoon characters, brand names or other people’s artwork. We are happy to stitch the pet on its own.

You are buying several pieces as gifts

Each piece is ordered through the shop as usual. If you are ordering custom pieces for several pets, place one order per pet, or one order with clear names in each pet name field, and send the photos in a single email with the order number. If several gifts are going to different addresses, place separate orders so each has its own shipping address.

Order help without writing

Not every question needs an email, and a quick self-check can save you a day of waiting for a reply.

Some things you can check yourself at any time. Your order confirmation email lists the products, options and personalisation you chose. If you created an account at checkout, My Account shows your orders and their status. The Order Tracking page lets you look up an order with your order number and the email used at checkout. If your order has a tracking number, we email it to you when the parcel leaves.

What happens after you write

1. Your email arrives in our inbox and is read by a person, not an automated system. We do not use auto-replies that pretend to answer your question.
2. We match it to your order using the order number in the subject or body. Without an order number we search by the email address you wrote from, which can take longer if it differs from the one used at checkout.
3. We answer within 24 hours on business days, with either the answer itself or a clear next step, such as a free return label, a request for a brighter photo or a confirmation that a change has been made.
4. We keep the thread open until the matter is finished. Reply in the same thread rather than starting a new email, so the history stays together.

If you have not heard back after one business day, check your spam folder first, then send a short follow-up in the same thread with “Second request” in the subject line. Messages sometimes get caught by filters, and a follow-up helps us find yours quickly.

Short email examples you can copy

These examples show how much detail is enough. Replace the order number and details with your own.

Sending a photo

Subject: “Order 1234 – photo”. Body: “Hi, here is the photo of Milo for my Custom Pet Face Embroidered Crewneck. Please keep the white stripe down his nose. Thank you, Dana.”

Correcting a pet name

Subject: “Change – Order 1234”. Body: “I typed BISCUT in the pet name field. It should be BISCUIT. I ordered about five hours ago.”

Two pets on one piece

Subject: “Order 1234 – photos of two cats”. Body: “Two photos attached for my Custom Pet Face Embroidered Polo, 2 Pets. Luna is the grey cat with white socks; Pip is the tabby with an orange patch over his left eye. Luna on the left, please.”

Starting a return

Subject: “Return – Order 1234”. Body: “The Paw Trail Embroidered Polo in size L is too big. I would like to exchange it for an M.” We reply with the free return label and the next steps.

Asking about a date

Subject: “Question before ordering – delivery to Canada”. Body: “If I order the Custom Pet Face Embroidered Dad Hat today, could it reach Toronto by 20 December?” We answer honestly based on 1-3 business days of preparation and 7-14 business days in transit.

Our business details

Woven Paw is an online shop that sells only through this website. Our business identity is:

• Business name: Woven Paw
• Address: 13 Fern Place, Mandeville, LA 70471, US
• Email: support@wovenpaw.shop

This address is for business identity and legal notices. Please do not send returns or parcels to it without first emailing us: returns use the free return label we send you, which carries the correct return address for your item. Unannounced parcels may be delayed or not matched to your order.

How we handle what you send us

Photos of your pet and notes about your household are personal, and we treat them that way.

We use the details in your messages only to answer you and to fulfil your order. Pet photos are used to make your custom piece and are deleted 30 days after delivery. We do not share your messages or photos for marketing, and we do not post customer pets anywhere without asking first. Our Privacy Policy covers the details, including how to ask for a copy or deletion of your data.

Before you write: three quick checks

1. Check your spam or promotions folder for our replies and your order confirmation, especially if you used a work email.
2. If you are writing about a custom order, make sure the order number is in the subject line, so your photo and your order are matched.
3. If you are writing about a delivery, wait until the transit window has passed: 1-3 business days of preparation plus 7-14 business days in transit.

Still need us? Write to support@wovenpaw.shop or use the Submit Ticket page. You can also browse the Help Center for a guide to every support page.