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\nEvery Woven Paw piece is embroidered after you order it, so a parcel from us has two parts to its journey: the days we spend getting your polo, hoodie, cap or tote ready, and the days it spends with the delivery service. This page explains both, what changes when you order a custom pet face piece, what to do if a parcel is late or arrives damaged, and how to plan around a birthday or holiday. If anything here is unclear for your situation, write to us before you order; we would rather answer a question than miss a date you care about.
\nWe prepare each order in 1-3 business days. Business days are Monday to Friday, excluding public holidays in the United States. An order placed on a Saturday or Sunday starts counting on the following Monday.
\nMost of our catalogue is finished designs: the Paw Trail Embroidered Polo, the Peeking Pup Embroidered Crewneck, the Cat Face Embroidered Trucker Cap, the Dog Face Embroidered Dog Bandana and the rest. Nothing is needed from you after checkout, so the 1-3 business days start as soon as your order is placed.
\nOur five custom pieces (the Custom Pet Face Embroidered Polo, Crewneck Sweatshirt, Hoodie, T-Shirt and Dad Hat) are stitched from a photo you email to support@wovenpaw.shop with your order number in the subject line. We cannot start before the photo arrives, so for these pieces the 1-3 business days count from the day we have a photo we can work from.
\nHere is what that looks like in practice. Dana orders the Custom Pet Face Embroidered Crewneck for her border collie on a Monday morning and emails a sharp daylight photo an hour later. Her order is prepared within 1-3 business days of that Monday. Raj orders the same crewneck for his black labrador but sends a dark, blurry photo taken at night. We reply asking for a brighter photo; the preparation time starts when the new photo arrives. We do not send a proof or mockup before production, but we do tell you if a photo is not usable before we begin.
\nIf your cart mixes a custom piece with finished designs, we normally send everything together once the custom piece is ready. If you would rather have the finished items sent first, ask us by email and we will tell you whether that is possible for your order.
\nShipping is free on every order to the four countries below. There is no minimum order value, no coupon to enter and no paid upgrade hidden at checkout. The shipping line in your cart shows the free method for your address.
\n| Destination | \nShipping cost | \nPreparation | \nTime in transit | \nTypical total | \n
|---|---|---|---|---|
| United States | \nFree | \n1-3 business days | \n7-14 business days | \n8-17 business days | \n
| Canada | \nFree | \n1-3 business days | \n7-14 business days | \n8-17 business days | \n
| Australia | \nFree | \n1-3 business days | \n7-14 business days | \n8-17 business days | \n
| New Zealand | \nFree | \n1-3 business days | \n7-14 business days | \n8-17 business days | \n
These are estimates, not guarantees. Transit time is counted in business days from the day the parcel leaves us. Weather, public holidays, peak seasons and customs checks on international parcels can add time, and remote or rural addresses can sit at the long end of the range. A parcel to Australia or New Zealand taking the full 14 business days is within the normal range, not a sign that something has gone wrong.
\nWe deliver only to addresses in the United States, Canada, Australia and New Zealand. Checkout will not offer a shipping method for any other country, and we cannot forward parcels to another country after delivery. If you live elsewhere and want to send a gift to someone in one of these four countries, you are welcome to order with their address as the shipping address.
\nAll orders ship from the USA. If you need to know whether we can deliver to a particular type of address in one of our four countries, such as a P.O. box, a military address or a remote island address, email us before you order and we will check for you rather than guess.
\nWhen your order leaves us, we update its status and send an email to the address used at checkout. If the delivery service provides a tracking number for your parcel, we include it in that email. You can also look up your order at any time on our Order Tracking page using your order number and checkout email, or in My account if you created one.
\nTracking information can take a day or two to start updating after a parcel is handed over, and international parcels sometimes show no new scans while they cross borders. If your tracking has not changed for a while, that alone usually does not mean the parcel is lost. If you are worried, email us with your order number and we will look into it.
\nPlease check your shipping address carefully at checkout, especially apartment or unit numbers, postal codes and the recipient’s name for gifts. A missing unit number is the most common reason a parcel comes back to us.
\nIf a parcel comes back to us because the address was incomplete or incorrect, contact us and we will agree with you on resending it or refunding it.
\nEmbroidered pet pieces are popular gifts, and gifts usually come with a date. Because we cannot speed up delivery services, the honest advice is to count backwards from the full range: up to 3 business days of preparation plus up to 14 business days in transit, and add weekends and public holidays. For a custom piece, also allow time for you to find and email a good photo.
\nFor example, a crewneck ordered on 1 December for a 20 December birthday in Canada can take up to about three and a half weeks once weekends are counted. That may arrive in time, or it may not. If a date matters, email us before you order with the product, the destination and the date. We will give you a straight answer and will not promise a date we cannot control.
\nIf you are shipping a gift directly to the recipient, enter their name and address as the shipping address. If you would like a short gift message included, ask us by email and we will tell you what we can do for your order.
\nIf your parcel has not arrived by the end of the estimated window for your country, or the tracking shows a problem such as a return to sender or a delivery exception, email support@wovenpaw.shop with your order number. We will check the status with the delivery service and contact you with what we find.
\nIf tracking shows the parcel as delivered but you cannot find it, please check with neighbours, building staff and any safe place the driver might have used, then contact us. Each case is different, so we look at it individually and work with you on a replacement or refund where the parcel cannot be found. We do not ask you to wait an unreasonable time before we start helping.
\nIf a parcel arrives damaged, an item is faulty, the embroidery is clearly different from what you ordered, or you received the wrong item, size or color, email us with your order number and photos of the item, the problem and the shipping label. Please keep the packaging until we reply. We will put it right with a replacement or a refund at no cost to you. In most of these cases you do not need to send the item back, and where we do need it, we provide a free return label.
\nA note on custom pieces: embroidery is a simplified stitch rendering of your photo, not a photo-real copy. Fine fur, single whiskers and backgrounds are simplified or left out by design, and that alone is not treated as a fault. If a marking you listed in the markings note was missed, or the pet name was stitched differently from what you typed, that is our error and we will fix it.
\nOrders to Canada, Australia and New Zealand are international shipments from the USA. Depending on the destination country, its rules and the value of the order, a parcel may be inspected by customs and may attract import duties, taxes or handling fees. Whether any charge applies, and how it is collected, depends on the destination country.
\nThe prices shown at checkout are what you pay us; we do not add sales tax at checkout. If you would like to know more about possible import charges for your order before you buy, email us with your country and order details and we will tell you what we know. Customs inspections can add time to delivery that is outside our control.
\nWe pack each order to protect the embroidery in transit. If a cap arrives slightly flattened from transit, it usually recovers its shape if you let it rest on a rounded object such as a bowl. Care instructions for embroidered items are on each product page; the main rule is to wash inside out on cool and keep the iron off the stitching.
\nThe weeks before Mother’s Day, Father’s Day and the end-of-year holidays are when most people order pet pieces as gifts, and they are also the weeks when delivery services carry the most parcels. Our preparation time stays 1-3 business days, but transit inside the 7-14 business day range tends to sit closer to the long end at those times. Public holidays in the United States pause our preparation clock, and public holidays in Canada, Australia and New Zealand can pause delivery at the other end. If you are ordering for one of these dates, order early, send your photo straight after checkout for custom pieces, and ask us first if the date is tight.
\nEmail support@wovenpaw.shop with your order number if you have one. We reply within 24 hours on business days. Related pages: Returns & Exchanges, Refund Policy, Order Tracking and FAQs.
\nWoven Paw, 13 Fern Place, Mandeville, LA 70471, US. This address is for correspondence; please do not send returns to it unless we ask you to and give you a return label.
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