Submit Ticket

Last updated: November 2, 2026

Open a ticket in one click

Pick the topic below that fits your request. Each link opens your email app with our address and a subject line already filled in.
Add your order number and the details listed for that topic, then send.
We reply within 24 hours on business days from support@wovenpaw.shop.
Never include card numbers, bank details or passwords. We will never ask for them.

How tickets work at Woven Paw

We do not use a form on this page. Your ticket is simply an email to support@wovenpaw.shop with a clear subject line. That keeps things simple for you and useful for us: you have a copy of everything you sent in your own mailbox, you can attach photos of your pet or of an item, and every reply arrives in the same thread. The subject line tells us the topic at a glance, so a change request inside the 24-hour window or a photo for a custom order is never left waiting behind a general question.

Each topic link below opens a new email with a subject such as “Order change – order number”. Replace the words “order number” with your actual order number from your confirmation email, write your message, and send. If the link does not open an email app on your device, copy the address and subject line by hand; it works exactly the same way.

Choose your topic

Ticket topics, pre-filled links and what to include
Topic	Open a ticket	Include
Pet photo for a custom order	Send my photo	Order number, one or two photos, which pet is which if you ordered two
Change an order (name, size, color, address)	Request a change	Order number, what is wrong, the correct details
Cancel an order	Request a cancellation	Order number, time you ordered
Where is my order?	Ask about delivery	Order number, destination country, date ordered
Return or exchange	Start a return	Order number, item, reason, size wanted for an exchange
Damaged, faulty or wrong item	Report a problem	Order number, photos of the item and problem, photo of the shipping label
Refund question	Ask about a refund	Order number, date your return was sent
Question before ordering	Ask a question	Product name, your question, destination country if it is about a date
Privacy or data request	Make a privacy request	The email address used with us, what you are asking for
Copyright or trademark concern	Send a notice	The details listed on our DMCA page

What to include for each topic

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, sent by email after checkout. Attach one or two sharp, front-facing photos taken in daylight, with both eyes and both ears visible and nothing covering the face. If you ordered “2 Pets”, send a photo of each pet or one photo showing both faces clearly, and tell us which pet goes on which side and which name belongs to which pet. If a marking matters a lot, mention it again here, even if you used the markings note on the product page.

We do not send a proof or mockup before production, so this photo is what we work from. If it is too dark, blurry or the face is hidden, we reply and ask for another one before we start. Embroidery is a simplified stitch rendering of your pet, not a photo-real copy, so a clear photo with good light makes the biggest difference.

Changing or cancelling an order

Changes and cancellations are possible within 24 hours of placing your order. Tell us exactly what should change, for example: “Pet name should be BISCUIT, not BISCUT” or “Please change the size from M to L” or “The apartment number is 4B, not 48”. The sooner you write, the easier it is. After 24 hours the order may already be in production; we will still read your ticket and tell you plainly what is possible. Full rules are on Cancel or Change an Order.

Where is my order?

Before opening a ticket, check the timeline: orders are prepared in 1-3 business days and then spend 7-14 business days in transit to the United States, Canada, Australia and New Zealand. Custom orders start once we have a usable photo. You can also look up your order on Order Tracking. If the full window has passed, or something looks wrong with the address, open a ticket with your order number and destination country.

Return or exchange

Returns are accepted within 60 days of delivery, including change-of-mind returns and custom pieces, and we send a free return label. Tell us which item you are returning and why, and for an exchange the size or color you would like instead. Please wait for our label before posting anything. Details are on Returns & Exchanges.

Damaged, faulty or wrong item

Attach clear photos of the whole item, a close-up of the problem and the shipping label or packaging. If you received a different size or color from the one you ordered, include a photo of the label inside the garment. We will offer a replacement or a refund. In most cases the photos are all we need to start.

Refund question

Refunds are made within 7 days of your return reaching us, to your original payment method. If you chose store credit instead, it never expires. If more than 7 days have passed since your return was delivered to us and nothing has appeared, open a ticket with the order number and the date you sent the return. See our Refund Policy.

Question before ordering

Ask anything: whether a photo will work, which piece shows the most detail, whether a dark pet will show on a navy hoodie, or whether a gift can arrive by a certain date. For date questions, include the destination country and the date, and we will answer honestly. Many answers are already on our FAQs and Size Guide.

Example tickets that get solved in one reply

A good ticket answers our questions before we ask them. These short examples show the level of detail that lets us act straight away. The names and order numbers are made up.

Photo for two cats

Subject: “Pet photo – 1234”. Message: “Two photos attached for my Custom Pet Face Embroidered Polo, 2 Pets, White, size M. Luna is the grey cat with white socks and should be on the left. Pip is the tabby with an orange patch over his left eye. Names as typed: LUNA and PIP.” With this, we know which face goes where, which markings matter and that the names match the order.

Address correction

Subject: “Order change – 1234”. Message: “I ordered two hours ago. The shipping address is missing the apartment number. It should be Apt 4B. Everything else is correct.” Short, inside the 24-hour window and specific, so we can confirm the change in one reply.

Exchange for a different size

Subject: “Return or exchange – 1234”. Message: “The Peeking Pup Embroidered Crewneck in L is too roomy. I would like an M in the same color, Oatmeal. The item is unworn.” We send the free return label and confirm the exchange.

Problem with an item

Subject: “Problem with item – 1234”. Message: “The Cat Face Embroidered Trucker Cap arrived with a crushed front panel. Three photos attached: the cap, the damage close up and the shipping label.” We reply with a replacement or refund option.

Date question before ordering

Subject: “Question before ordering”. Message: “If I order the Custom Pet Face Embroidered Crewneck today and send the photo tonight, could it reach Auckland, New Zealand by 15 March?” We answer honestly using 1-3 business days of preparation and 7-14 business days in transit, and tell you if the date is too tight.

Tickets about gifts

If you are ordering for someone else, mention it in your ticket. It helps us in small but useful ways: we know that the person sending the photo may not be the person receiving the parcel, and that a question about the delivery address may need to go to you rather than the recipient. If the gift is a surprise, tell us, and we will only ever write to the email address used at checkout. For gifts with a date attached, ask before ordering rather than after, because preparation and transit times cannot be shortened once the parcel is on its way.

How we prioritise tickets

Every ticket is answered within 24 hours on business days. Within that window, we look at time-sensitive requests first:

Changes and cancellations inside the 24-hour window, because they must reach us before production.
Photos for custom orders, because preparation starts once we have a usable photo.
Damaged, faulty or wrong items.
Returns, refunds and delivery questions.
Questions before ordering, privacy requests and everything else.

Using the pre-filled subject lines above is the easiest way to make sure your ticket lands in the right place.

What happens after you send a ticket

A person reads it. There are no automatic answers pretending to solve your request.
We match it to your order using the order number. If there is none, we search by the email address you wrote from.
You get a reply within 24 hours on business days, with the answer or a clear next step: a confirmation that a change has been made, a free return label, a request for a better photo or a question about the details.
We keep the same thread until your request is finished. Please reply within it rather than opening a new ticket for the same order.

Business days are Monday to Friday, excluding US public holidays. A ticket sent on Saturday is answered by the end of Monday at the latest.

Keep your ticket safe

Do not send card numbers, card security codes, bank details or passwords. We will never ask for them, and payment only happens at checkout.
Our replies always come from support@wovenpaw.shop. If you receive a message claiming to be from Woven Paw from another address, do not click its links; forward it to us instead.
Pet photos you send are used only for your order and are deleted 30 days after delivery. See our Privacy Policy for how we handle personal data.

If you have not heard back

Look in your spam, junk or promotions folder first, especially if you use a work email or a strict filter. Then reply in the same thread with “Second request” at the start of the subject line. If your original email bounced, check the spelling of our address: support@wovenpaw.shop. We do not offer support through other channels, so email is always the right place.