Policy
Shipping & Returns
Made with Care. Delivered with Confidence
Every PawCreator keepsake is created with your pet's story in mind. Because many of our products are personalized, preparation times may vary. We want you to know what to expect from the moment you place your order until your keepsake arrives. And if something doesn't go as planned, we're here to help.
Lead times by piece
- Bag charms and bracelets
4 working days
- Framed portraits
5 working days
- Urns
8 working days, and we will hold the order as long as you need
Delivery
Shipping is free everywhere, with no minimum. Standard delivery arrives 5–8 working days after dispatch. Express is 2–3 working days after dispatch and costs $14.95.
Duties and import taxes are the recipient's responsibility and are not included in the price you pay us.
If something is wrong
Because every piece is made specifically for you, we cannot accept returns for a change of mind. What we will do, without argument, is remake anything that does not match the proof you approved.
If your piece arrives damaged, or it is not what you signed off, email hello@pawcreator.com with your order number and a photograph within 30 days. We will remake it at our cost.
Cancellations, and the proof
You can cancel for a full refund at any point before you approve the proof — and if the proof simply is not right after as many attempts as you want to make, tell us and we will refund you rather than make something you do not want. Once you have approved it the piece goes into production and we cannot stop it.
Still unsure about a date? Tell the studio when you need it and we will say plainly whether it can be done.