Help Center
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Start here
This page is a map of every support page at Woven Paw. Find your topic below, read the short summary, and follow the link for the full details. If you still need us, email support@wovenpaw.shop; we reply within 24 hours on business days.
- Shipping: free to US, CA, AU and NZ; prepared in 1-3 business days, 7-14 business days in transit; ships from the USA.
- Changes: within 24 hours of ordering.
- Returns: 60 days from delivery, free return label.
- Refunds: within 7 days of receiving your return.
Find your issue fast
Most questions fall into one of these situations. The table tells you what to do first and which page explains the rest.
| Situation | First step | Full details |
|---|---|---|
| I just ordered a custom piece | Email your pet photo with the order number in the subject | FAQs |
| I made a typo in the pet name | Email us within 24 hours of ordering | Cancel or Change an Order |
| I want to cancel | Email us within 24 hours of ordering | Cancel or Change an Order |
| Where is my parcel? | Look up the order with your order number and email | Order Tracking |
| It has not arrived after the transit window | Email us with your order number | Shipping & Delivery |
| Wrong size | Ask for an exchange within 60 days | Returns & Exchanges |
| Changed my mind | Ask for a return within 60 days; we send a free label | Returns & Exchanges |
| Arrived damaged or not as ordered | Email photos of the item and the shipping label | Refund Policy |
| Where is my refund? | Allow 7 days from the return reaching us | Refund Policy |
| Which size do I need? | Measure a garment you own | Size Guide |
| Payment question | Check the options shown at checkout | Payment Methods |
| Delete my data or photos | Email us; photos are deleted 30 days after delivery anyway | Privacy Policy |
Ordering and custom pieces
Five of our products are made from your own pet photo: the Custom Pet Face Embroidered Polo, Crewneck Sweatshirt, Hoodie, T-Shirt and Dad Hat. On their product pages you choose color, size where there is one, and one or two pets (two pets adds $15). You can type a pet name of up to 12 characters and a markings note of up to 140 characters. After checkout, you email your photo to support@wovenpaw.shop with your order number in the subject line.
We do not send a proof or mockup before production. If a photo is too dark or blurry to work from, we ask for another one before we start. Embroidery is a simplified stitch rendering: it keeps your pet’s face shape, main colors and signature markings, not every whisker. All our other products are finished designs that ship as shown.
- FAQs: photo tips, embroidery limits, one pet or two, the pet name field.
- Shop all products or browse by collection: Polos, Sweatshirts & Hoodies, Tees, Hats & Beanies, Loungewear, Accessories.
Changing or cancelling an order
You have 24 hours from placing your order to change a pet name, size, color or shipping address, or to cancel. Email us with your order number and exactly what should change. After 24 hours the order may already be in production; write anyway, and we will tell you plainly what is still possible. If your order cannot be changed, the 60-day return still applies once it arrives.
- Cancel or Change an Order: the full rules and examples.
Shipping and delivery
We ship free to the United States, Canada, Australia and New Zealand, with no minimum order, and orders ship from the USA. Preparation takes 1-3 business days and transit takes 7-14 business days. Weekends and public holidays are not business days, so plan dates generously, especially for Australia and New Zealand, where a parcel can use the full 14 business days. If your order has a tracking number, we email it when the parcel leaves.
- Shipping & Delivery: timelines, addresses, customs and late parcels.
- Order Tracking: look up your order and read what each status means.
Returns and exchanges
You can return any item within 60 days of delivery, including custom pieces and change-of-mind returns. We pay the return postage: email us and we send a free return label. Size exchanges follow the same steps. Please do not post anything back without emailing us first, because the label tells us which order the parcel belongs to.
- Returns & Exchanges Policy: how to start a return, what condition items should be in, exchanges.
Refunds and store credit
Refunds are made within 7 days of your return reaching us, to your original payment method. If you prefer store credit, it never expires. For items that arrive damaged, faulty or not as ordered, email photos of the problem and the shipping label, and we will offer a replacement or a refund.
- Refund Policy: timing, partial refunds, store credit and what to do if a refund has not appeared.
Payments and checkout
Available payment options are shown at checkout, and the total you see there is what you pay us. We do not add sales tax at checkout. For deliveries outside the US, import duties or taxes depend on the destination country. We will never ask for card details by email.
- Payment Methods: how payment works and what to do if a payment is declined.
Products, sizing and care
Most unisex pieces run adult S to 3XL. The women’s fitted polo runs XS to 2XL, the cropped hoodie XS to XL, the kids tee Youth XS to Youth XL, and the sleep shirt S/M, L/XL and 2XL/3XL. Caps, the beanie, the tote, the apron and the scarf are one size. The simplest way to choose is to measure a garment you already own and like. Wash embroidered pieces inside out on cool, and never iron directly over the stitching.
- Size Guide: how to measure and how to choose between two sizes.
- FAQs: care, dark pets on dark fabric, which piece shows the most detail.
Account, privacy and your photos
If you create an account at checkout, My Account shows your orders, addresses and account details. Your pet photos are used only to make your custom piece and are deleted 30 days after delivery. You can ask us for a copy of your data or ask us to delete it by email.
- Privacy Policy: what we collect, why, and your choices.
- Terms of Service: the rules for using the site and buying from us, governed by Louisiana law.
Copyright and designs
We stitch pets, pet names and our own designs. We cannot stitch team logos, cartoon characters, brand names or other people’s artwork. If you believe something on our site uses your work without permission, you can send us a notice.
- Intellectual Property Policy: what we will and will not stitch, and how we protect our designs.
- DMCA: how to send a copyright notice or counter-notice.
A custom order from start to finish
If this is your first custom piece, this timeline shows what happens at each stage, who acts and how long it usually takes. Business days are Monday to Friday, excluding public holidays.
| Stage | Who acts | What happens | Typical time |
|---|---|---|---|
| Checkout | You | Choose options, type a pet name and markings note if you want them, tick the photo checkbox, pay | Minutes |
| Photo email | You | Email one or two photos with the order number in the subject | As soon as you can |
| Change window | You | Email any correction to the name, size, color or address | Within 24 hours of ordering |
| Photo check | Woven Paw | We confirm the photo is usable or ask for a better one | Within 24 hours on business days |
| Preparation | Woven Paw | Your piece is stitched and packed | 1-3 business days |
| Transit | Carrier | The parcel travels from the USA to your address | 7-14 business days |
| After delivery | You | Returns or exchanges if something is not right | Within 60 days |
Planning around a birthday or holiday
Dates are the most common worry we hear about. Here is how to work one out. Say you order on a Monday for a birthday in Canada. Preparation can take up to 3 business days, so the parcel could leave on Thursday. Transit can take up to 14 business days, which is nearly three calendar weeks once weekends are added. For a custom piece, preparation only starts once we have a usable photo, so send it the same day you order.
Put together, an order placed on 1 December for a 20 December birthday could be tight. In that case, email us before ordering with the destination country and the date, and we will tell you honestly whether it is realistic. If it is not, a finished design shipped earlier or a different date for the gift may be the better plan. We would rather say so up front than promise a date we cannot keep.
When something is not right after delivery
Most problems fall into three groups, and each has a simple first step:
- It does not fit or you changed your mind. Email us within 60 days of delivery. We send a free return label and either exchange the size or refund you within 7 days of the return reaching us.
- It arrived damaged, faulty or different from your order. Email your order number with photos of the item, the problem and the shipping label. We offer a replacement or a refund.
- The embroidery does not look like you expected. Tell us what you expected and what you received, with a photo. Embroidery is a simplified stitch rendering, but if a marking you listed in your note is missing or the colors are clearly wrong, we want to know and we will help. The 60-day return also applies to custom pieces.
Quick answers
How do I send my pet photo?
Email it to support@wovenpaw.shop after checkout with your order number in the subject line. A sharp, front-facing daylight photo with both eyes and ears visible works best.
Will it look exactly like my pet’s photo?
No. Embroidery is a simplified stitch rendering that keeps the face shape, main colors and signature markings. It looks stitched, not photographic.
How long until it arrives?
1-3 business days to prepare plus 7-14 business days in transit to the US, Canada, Australia and New Zealand.
Can I return a custom piece?
Yes, within 60 days of delivery with a free return label, like every other item.
How fast do you reply?
Within 24 hours on business days, by email.
Tips for a faster answer
- Put your order number in the subject line of every email about an existing order.
- Write from the email address you used at checkout, or mention it in your message.
- Reply in the same email thread rather than starting a new one, so the history stays together.
- Attach photos when they explain the problem better than words: a damaged seam, a missing marking, a shipping label.
- Check your spam or promotions folder for our replies before sending a follow-up.
Still need help?
Write to support@wovenpaw.shop with your order number and a short description. For a pre-filled subject line by topic, use Submit Ticket. Our Contact Us page explains what to include so we can answer in one reply. You can also see every page of the site on our Sitemap or read About Woven Paw.
Woven Paw, 13 Fern Place, Mandeville, LA 70471, US.