FAQs
We understand that every pet holds a special place in your heart. Here you’ll find answers to common questions about our personalized keepsakes, customization process, and orders.
Customization Process
How does the customization process work?
Every Pawstarry keepsake is created to preserve the special memories and bond you share with your beloved companion.
After choosing your keepsake, the customization process includes:
1. Provide Your Custom Details
When placing your order, you can provide your pet’s photo and customization details through the product page.
Depending on the product, you may also provide:
- Your pet’s name
- Important dates
- Engraving details
- Special requests or design preferences
If you need to send additional information or have specific requirements, you can also email us at support@pawstarry.com with your order number.
For pet portraits, we recommend choosing a clear, well-lit photo where your pet’s features are easy to recognize.
2. Review Your Design
For selected personalized products, we will send a preview for your confirmation before production begins.
We are happy to make minor adjustments to help ensure the final piece feels right. To maintain the original design quality, major changes such as replacing the reference photo, changing the overall design direction, or requesting a complete redesign may not be available once the design process begins.
3. Production & Delivery
Once approved, your keepsake will be carefully created, inspected, and shipped to you.
How long does a personalized order take?
Since every Pawstarry keepsake is customized specifically for you, each piece requires careful preparation and creation.
Most orders follow this timeline:
- Customization & Production: 3–7 business days
- Shipping: approximately 6–10 business days
The exact timeline may vary depending on the product type, customization style, production complexity, and shipping destination.
In most cases, you can expect your order to arrive within approximately 2–3 weeks.
If you need your keepsake by a specific date, please contact us before placing your order and we will do our best to assist.
Orders & Payment
Can I modify or cancel my order?
We understand that details matter when creating a personalized keepsake.
If you need to update your order information or request a cancellation, please contact us within 24 hours of placing your order.
After 24 hours, your order can no longer be modified or canceled, as we may have already started preparing your personalized piece.
What payment methods do you accept?
We accept secure payment methods including major credit cards, PayPal, Apple Pay, Google Pay, and other payment options available at checkout.
Can I use a discount code?
Yes. You can apply your valid discount code during checkout.
Please note that only one discount code can usually be applied per order unless otherwise stated.
Shipping & Delivery
How long does shipping take?
Shipping time depends on your location and the shipping method selected at checkout.
After your keepsake is completed and shipped, you will receive tracking information by email.
Please note that actual delivery times may vary depending on your location, customs processing, holidays, weather conditions, and local carrier services.
We carefully prepare every keepsake before shipping and always do our best to ensure it arrives safely and on time. However, occasional delays may occur due to circumstances beyond our control.
Can I track my order?
Yes. Once your order has shipped, you will receive a shipping confirmation email with tracking information.
If you cannot find your tracking email, please check your spam folder or contact us with your order number.
Do you ship internationally?
Yes, we currently ship to selected countries and regions worldwide, including the United States, Canada, United Kingdom, Australia, most European countries, and parts of Asia.
Available shipping options and estimated delivery times will be shown during checkout based on your location.
If your country is not listed at checkout, please contact us at support@pawstarry.com and we will be happy to check whether shipping is available.
Returns & Support
Can I return or exchange my personalized item?
Because each Pawstarry keepsake is made specifically for you, personalized products cannot be returned or exchanged due to personal preference or changes of mind.
However, if your item arrives damaged, has a quality issue, or there is an error caused by us, please contact our team and we will be happy to help.
What if my order arrives damaged or there is an issue?
We carefully inspect and package every order before shipping.
If your order arrives damaged, has a quality issue, or there is an error with your item, please contact us within 7 days of delivery and provide:
- Your order number
- Photos of the item
- Photos of the packaging
Our team will review the situation and provide the best solution.
Product Care
How should I care for my keepsake?
To help preserve your keepsake:
For jewelry:
- Avoid prolonged exposure to water
- Remove before showering or swimming
- Avoid contact with perfumes and chemicals
- Store in a dry place when not wearing
For wooden keepsakes:
- Keep away from excessive moisture and direct sunlight
- Clean gently with a soft cloth
- Avoid harsh cleaning products
Natural materials may have slight variations in color, texture, or grain, making each piece unique.
For Pet Urns:
- Wipe the exterior gently with a soft, dry, or slightly damp cloth
- Dry promptly and avoid soaking the urn or lid
- Keep the included moisture-absorbing packet inside and replace it when needed
- Avoid abrasive cleaners, metal pads, harsh chemicals, and prolonged moisture
- Do not place the urn in a dishwasher, microwave, oven, or sterilizing cabinet
- Keep it on a stable surface and handle carefully to prevent chips or cracks
Contact Us
How can I contact Pawstarry?
If you have questions about your order, customization, or product details, our team is always happy to help.
Email us at:
Please include your order number when contacting us so we can assist you faster.