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\nTo track your order please enter your Order ID in the box below and press the "Track" button. This was given to you on your receipt and in the confirmation email you should have received.
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Every Woven Paw piece is embroidered after you order it, then shipped free from the USA to the United States, Canada, Australia or New Zealand. That means your order passes through a few distinct stages, and the status you see in the form above tells you which one it is in. This page explains each status in plain language, what we are doing at that point, how long each stage usually takes, and when it is worth getting in touch.
\nYour order number is in the subject line and the first lines of the order confirmation email we send right after checkout. It is a number only; you do not need to type a “#” symbol in the form. The email address must be the one you entered at checkout, which may be different from the one you usually use if you were ordering on someone else’s behalf.
\nIf the form says it cannot find your order, check for extra spaces in the email address, then try again. If it still does not work, email us; we can look the order up by your name and address.
\n| Status | \nWhat it means | \nWhat you can do | \n
|---|---|---|
| Pending payment | \nThe order was created but payment has not been confirmed. | \nIf you completed payment, wait a little and refresh. If you did not, the order will not go ahead; you can place it again. | \n
| On hold | \nWe are waiting for something before we can continue, such as a payment confirmation. | \nCheck your email for a message from us. If there is none, write to us. | \n
| Processing | \nPayment is confirmed and your order is with us. Finished designs are being prepared; custom pieces are prepared once we have a usable photo. | \nFor a custom piece, make sure you have emailed your pet photo with your order number in the subject. Changes are possible within 24 hours of ordering. | \n
| Completed | \nYour order has been prepared and handed over for delivery. We email you when this happens, with a tracking number if the delivery service provided one. | \nAllow 7-14 business days for delivery. Use the tracking link in our email if there is one. | \n
| Cancelled | \nThe order was cancelled, either at your request or by us with an explanation. | \nNo action needed. Any refund is issued within 7 days of the cancellation being confirmed. | \n
| Refunded | \nAll or part of the order has been refunded. | \nYour bank or payment provider then shows the refund on your statement; contact us if it does not appear. | \n
| Failed | \nThe payment did not go through. | \nTry again or use another payment option shown at checkout. No money has been taken for a failed payment. | \n
Note that “Completed” in our system means the order has left us, not that it has arrived. The delivery stages after that are shown by the delivery service’s tracking, where available.
\n| Stage | \nFinished designs | \nCustom pet face pieces | \n
|---|---|---|
| Before preparation starts | \nStarts when you order | \nStarts when we have a usable photo from you | \n
| Preparation | \n1-3 business days | \n1-3 business days | \n
| In transit to the US, Canada, Australia or New Zealand | \n7-14 business days | \n7-14 business days | \n
| Shipping cost | \nFree | \nFree | \n
Business days are Monday to Friday, excluding public holidays. A parcel to Australia or New Zealand that takes the full 14 business days is within the normal range. Busy gift seasons and customs checks on international parcels can push delivery toward the long end. More detail is on our Shipping & Delivery page.
\nFor the Custom Pet Face Embroidered Polo, Crewneck Sweatshirt, Hoodie, T-Shirt and Dad Hat, we cannot start until we have your photo. If your order has been in “Processing” for a while and you have not emailed a photo yet, that is the reason. Send one or two photos to support@wovenpaw.shop with your order number in the subject line.
\nIf you did send a photo, check whether we replied asking for another one. We do not send a proof or mockup before production, but we do ask for a new photo if the first is too dark, blurry or partly covered to stitch from. A sharp, front-facing photo in daylight with both eyes and ears visible avoids this. Customer photos are deleted 30 days after delivery.
\nIf the delivery service provides a tracking number for your parcel, we include it in the email we send when your order is completed. Tracking pages use their own wording, but most show stages like these:
\nNot every parcel has tracking with scans at every stage. If your order shows “Completed” and you have no tracking number, the estimate of 7-14 business days in transit still applies, and we can check for you.
\nIf your parcel has not arrived by the end of the estimated window for your country, or tracking shows an exception, email us with your order number. We check with the delivery service and come back to you with what we find. If a parcel cannot be found, we work out a replacement or a refund with you; we look at each case individually and do not make you wait an unreasonable time before we start helping.
\nIf tracking says “Delivered” but nothing is there, check with neighbours, building reception, mailrooms and any safe place a driver might use, and look again the next day, since some parcels are scanned early. Then contact us and we will take it from there.
\nIf your parcel arrives damaged, or the item inside is wrong or faulty, keep the packaging and email us photos of the item, the problem and the shipping label. We put it right at no cost to you; see our Returns & Exchanges Policy.
\nWithin 24 hours of ordering you can still change the size, color, pet name, markings note or shipping address by email. After that, ask and we will tell you honestly what is still possible. Details are on Cancel or Change an Order. Once your order has arrived, you have 60 days to return it with a free return label, and refunds are made within 7 days of receiving the return (Refund Policy).
\nCheck the email address for typing errors and use the exact checkout address. If it still does not work, email us your order number and name.
\nWe offer one free shipping method to all four countries and cannot upgrade a parcel once it has left us. If you have a date in mind, email us before ordering and we will give you a straight answer.
\nNew tracking numbers often take a day or two to show information. Try again later; if it still shows nothing after a few days, let us know.
\nMost orders are sent together. If yours was split, our email will say so. If it was not and something is missing, email us with your order number and a photo of what you received.
\nIf we updated the address before your parcel left us, the parcel goes to the new address and tracking reflects that. If the parcel had already left, the delivery service holds the address that was on the label; email us and we will tell you what can be done.
\nThat simply means the photo you sent was usable and we went ahead. We only write to you about the photo when we need a better one. Your piece is now on its way.
\nYes. Use the form above with your own checkout email; nothing is sent to the recipient by us. Tracking emails go to the checkout address only.
\nInternational parcels often show a gap in scans between leaving the USA and arriving in the destination country, and sometimes again during customs. A pause of several days is common. If nothing has changed by the end of the 7-14 business day window, email us and we will check.
\nDana orders the Custom Pet Face Embroidered Crewneck on a Monday and emails a daylight photo of her border collie Milo the same morning. Her order shows “Processing” while it is prepared, which takes 1-3 business days. On Wednesday she receives our email saying the order is completed, with a tracking number from the delivery service. Her tracking shows “Information received” until Thursday evening, then “In transit”. She lives in the United States, so she expects delivery within 7-14 business days of Wednesday, and she knows that a few quiet days in the tracking are normal. If the parcel had not arrived by the end of that window, she would email us with her order number and we would look into it.
\nEmail support@wovenpaw.shop with your order number in the subject line. We reply within 24 hours on business days. You can also open a request through Submit a Ticket, read the FAQs or visit the Help Center. Please never send card numbers or passwords by email.
\nWoven Paw, 13 Fern Place, Mandeville, LA 70471, US.
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