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\nThis page explains how paying for a Woven Paw order works: where you see the available payment options, what the total includes, when you are charged, what happens if a payment does not go through, and how money comes back to you if you return something. If you have a question that is not answered here, email support@wovenpaw.shop and we will reply within 24 hours on business days.
\nWhen you reach the checkout page, the payment options available for your order appear in the payment section below your order summary. Choose one, follow the steps it shows and confirm the order. The options shown are the only ways we accept payment; we do not take payment by email, by bank details sent in a message or through social media.
\nYour payment details are entered on the secure checkout form or on the payment provider’s own page, depending on the option you choose. The payment is processed by that provider, which tells us whether it succeeded. We do not see or store your full card number.
\nWe only list a payment brand on our site when it is actually available at checkout. Rather than show a row of logos that might not match what you see, this page describes how payment works and lets the checkout page show you the current options. If you want to know in advance whether a particular option will be available, email us before you order.
\n| Part of the total | \nHow it works | \n
|---|---|
| Product price | \nThe price shown on the product page for the options you chose, in US dollars | \n
| Option prices | \nOn the five custom pieces, the 2 Pets option adds $15 to the price shown; the price updates on the product page as soon as you choose it | \n
| Personalisation fields | \nThe pet name and markings note fields do not add a charge | \n
| Shipping | \nFree to the United States, Canada, Australia and New Zealand, with no minimum order | \n
| Sales tax | \nNot added at checkout | \n
Example: a Custom Pet Face Embroidered Polo with the 2 Pets option shows its price on the product page with the $15 already included. Add a Paw Embroidered Cuffed Beanie and the cart total is simply the two prices added together, with free shipping to the address you enter.
\nAll prices are set in US dollars. If you pay from Canada, Australia or New Zealand, your card issuer or payment provider converts the amount into your own currency using its exchange rate, and may add its own fee for foreign transactions. That conversion is outside our control, so the amount on your statement can differ slightly from the dollar total. If a refund is made later, the provider converts it back at its rate on that day, which can also differ slightly.
\nImport duties or taxes may apply to parcels delivered outside the United States, depending on the destination country’s rules. These are not part of the checkout total. If you have a question about your country before ordering, email us.
\nYou are charged when you complete checkout and the payment is approved. The order then moves into preparation, which takes 1-3 business days. For the five custom pieces, preparation begins once we have a usable photo of your pet by email, but the payment is still taken at checkout. If we later cannot make your order, for example because a requested design falls under the things we do not stitch (logos, characters, brand names), we refund the full amount.
\nYou can change or cancel an order by emailing us within 24 hours of placing it. A cancellation within that window is refunded in full to the original payment method. A change that alters the price, such as switching from 1 Pet to 2 Pets, is settled by us refunding the difference or sending you a way to pay the difference. Details are on our Cancel or Change an Order page.
\nA declined payment usually has a simple cause. Check these first:
\nIf it still fails, try another option shown at checkout or contact your bank. A declined payment does not create an order, so nothing is made or shipped. If you see a pending charge after a decline, it is usually an authorisation hold that your bank releases on its own; if it does not disappear, email us with the date and amount and we will check whether an order exists.
\nTo protect customers from card fraud, we may review an order before preparing it, for example when the billing and shipping details look unusual. If we need to confirm something, we email you. If we cannot verify an order, we cancel it and refund the full amount. We never ask you to send card numbers, passwords or security codes by email, and you should treat any message that does as suspicious.
\nWhen you return an item within 60 days of delivery, we refund the original payment method within 7 days of receiving the return. Change-of-mind returns use our free return label, so no return postage is taken off your refund. The time it takes for the refund to show on your statement after we send it depends on your bank or payment provider.
\nInstead of a refund, you can choose store credit. Store credit never expires and can be used on any product in the store. If you have a balance, you can ask us for it at any time by email.
\nExample: Raj returns a Paw Trail Embroidered Polo because the color was not what he expected. The parcel reaches us, and within 7 days the full price is refunded to the same payment method he used at checkout. More details are on our Refund Policy and Returns & Exchanges pages.
\nPaying for a custom piece works the same way as any other product, with one difference in timing. You pay at checkout, then email your pet’s photo to support@wovenpaw.shop with your order number in the subject. If the photo is too dark or blurry to stitch, we ask for another one; your payment stays with the order while we wait, and nothing extra is charged. If you decide not to send a photo at all, email us within 24 hours of ordering and we cancel the order with a full refund. After that window, write to us and we will work out the fairest option with you.
\nThe pet name and markings note you type are free. They are stitched exactly as typed, and since we do not send a proof before production, please check the spelling before you pay.
\nYou pay once for the whole cart, even when it mixes finished designs and custom pieces. Each item is prepared on its own schedule: finished designs go into preparation straight away, while a custom piece waits for your photo. If that means the items leave at different times, you do not pay anything extra; shipping stays free. If you return only one item from a mixed order, we refund that item’s price, not the whole order.
\nExample: Dana orders a Custom Pet Face Embroidered Crewneck for herself and a Dog Face Embroidered Dad Hat for her brother in one checkout. She is charged once for both. If her brother later returns the hat, only the hat’s price comes back to Dana’s original payment method.
\nYou can pay with your own payment method and ship to someone else in the United States, Canada, Australia or New Zealand. Enter your own billing address in the billing section and the recipient’s address in the shipping section. The payment provider checks your billing details against your own card or account, so mixing the two addresses is a common cause of declined payments. Refunds for gifts go back to the person who paid, unless you ask us to issue store credit to the recipient instead.
\nWe review prices from time to time. A change never affects an order you have already paid for: you pay the price that was in your cart when you completed checkout. If a price is shown clearly wrongly because of a technical error, for example a hoodie listed at a fraction of its usual price, we will contact you before preparing the order and offer to continue at the correct price or cancel with a full refund. We never charge more than the amount you approved at checkout.
\nWe do not currently run public discount codes. If a code is ever offered, its terms will be shown with it, it will be applied in the cart before you pay, and only one code can be used per order unless the offer says otherwise. Codes cannot be exchanged for cash.
\nAfter checkout you receive an order confirmation email listing each item, its options (Color, size, Pets) and any personalisation you typed, together with the total paid. If you created an account, the same details are on the My account page. If you need a copy sent again, for example for a gift you are reimbursing someone for, email us with the order number.
\nHow we handle personal information connected to payments is explained in our Privacy Policy.
\nWrite to support@wovenpaw.shop with your order number (if you have one) and a short description of the issue. We reply within 24 hours on business days. Woven Paw, 13 Fern Place, Mandeville, LA 70471, US. You can also browse the Help Center or our FAQs.
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