Cancel or Change an Order
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You click the order button, the confirmation lands in your inbox, and then you see it: your cat’s name is spelled “Peper” instead of “Pepper”, or you picked a 30 x 40 in throw when you meant the 50 x 60 in. It happens to everyone. Paws And Pine gives you 24 hours from placing an order to cancel it or change it by email. This page explains exactly what can be changed, how to ask, what happens to the price and what your options are once the 24 hours have passed.
Changing course: at a glance
- Window: 24 hours from the moment you place the order.
- How: email [email protected] with your order number. There is no self-service edit button.
- What can change: pet name, photo link, second line or pose, size, material, other options, items and shipping address.
- Cancelling: the full amount you paid goes back to your original payment method.
- No proof stage: we print exactly what you send, so this window is your chance to fix custom details.
- After 24 hours: email us anyway; if the change is no longer possible, every item can still be returned within 60 days of delivery.
1. Why the window is 24 hours
Our preparation window is 1–3 business days, and production can begin soon after an order arrives. For a custom photo blanket or a personalised hoodie, production means printing your exact pet name and photo, and once that has happened the piece cannot be un-printed. The 24-hour window gives you a full day to re-read your confirmation email and spot anything that is not right, while still letting your order move quickly toward your door.
How the 24 hours are counted
The clock starts at the time shown on your order confirmation, and it runs straight through nights and weekends. An order placed at 8:00 pm on a Friday can be changed until 8:00 pm on Saturday. The time zone you live in does not change the length of the window; it is always 24 hours from the order time. What counts is when your email reaches us, so please write as soon as you notice something, rather than waiting until the window is nearly over.
2. How to ask for a cancellation or a change
- Open a new email to [email protected], or use Submit a Ticket.
- Put “Cancel” or “Change” and your order number in the subject line, for example “Change – order 1234”.
- Send it from the email address you used at checkout, or mention that address in the message, so we can match it to the order.
- Write out the change in full. For a name correction, type the new name exactly as it should be printed, including capital letters. For a photo, paste the new share link. For a size, give both the old and the new size.
- Wait for our reply. We answer within 24 hours on business days, and your change or cancellation is settled once you have our confirmation email.
If you send more than one email about the same order, reply on the same thread rather than starting a new one. That way the latest instruction is always clear and nothing gets mixed up.
3. What you can change
| What you want to change | What to send us | Things to know |
|---|---|---|
| Pet name on a custom item | The corrected name, typed exactly | Names can be up to 14 characters, the same limit as on the product page |
| Photo for a custom blanket or hoodie | A new share link that anyone can open | Test the link in a private browser window first |
| Second line or pose | The new wording or choice | Optional fields can also be removed |
| Throw size or material | The new size (30 x 40, 50 x 60 or 60 x 80 in) and Fleece or Sherpa | We tell you any price difference first |
| Garment size | The new size, S–3XL for hoodies and sweatshirts, S–2XL for short-sleeve tees | See the Size Guide before choosing |
| Pet item size | The new bed, bandana or crate mat size | Crate mats are named by crate length |
| Adding or removing items | The item and option to add, or the item to drop | Additions may be handled as a separate order |
| Shipping address | The full corrected address | Only within the United States, Canada, Australia and New Zealand |
When the price changes
Some changes affect the price, such as moving from a 30 x 40 in Fleece throw to a 60 x 80 in Sherpa throw. Before we make a change like that, we email you the difference. If the new total is lower, the difference goes back to your original payment method. If it is higher, we explain how to pay it, and nothing changes until you agree. Shipping stays free whatever you change.
4. Cancelling an order
To cancel, send the email described in section 2 with “Cancel” in the subject line. You can cancel the whole order or just part of it, for instance keeping a sweatshirt but cancelling a mug. Once we confirm, nothing from the cancelled part is made or shipped.
The full amount you paid for the cancelled items is refunded to your original payment method. We start the refund when we send our confirmation, and your bank or payment provider then posts it to your account. You can read more about refund methods and store credit in our Refund Policy.
5. Real situations and what to do
A typo in your pet’s name
You ordered a personalised hoodie for your tuxedo cat and typed “Peper”. Within the 24 hours, email us with the subject “Change – order number” and write: “Please print Pepper, capital P, instead of Peper.” We confirm the correction, and the hoodie is printed with the right name.
The photo link does not open
You pasted a Google Photos link, then realised it was still set to private. Change the sharing to “anyone with the link”, copy the link again, open it in a private browser window to make sure it works, and send it to us in a reply on the same email thread. If we cannot open the link you sent at checkout, we will email you too, and the order waits until we have a working one.
A couch that needs a bigger throw
You ordered a 30 x 40 in throw, then measured your three-seat sofa and decided a 50 x 60 in would drape better. Email within 24 hours with both sizes. We confirm the price difference, and once you agree, the larger size is what we make.
Sending it to a friend instead
You meant the order to go to your brother in New Zealand but left your own address in the shipping fields. Send us his full address within 24 hours. Because New Zealand is one of the four countries we ship to, the change is straightforward, and shipping is still free.
Two pets in one photo
You ordered a custom blanket with your dog, then found a photo of your dog and cat together on the porch. Within the 24 hours, send the new share link and the names you want, if any, keeping within the 14-character limit for each line.
The same order placed twice
A slow page or a double click can leave you with two identical orders, such as two 11 oz mugs with the same design where you only wanted one. Email us within 24 hours with both order numbers and tell us which one to keep. We cancel the duplicate and refund it in full to your original payment method.
A memorial piece you want to rethink
If you ordered a blanket in memory of a pet and, after a night’s sleep, you would like to use a different photo, add their dates, or simply wait a little longer before ordering, that is entirely understandable. Write to us within the 24 hours in whatever words feel right. We can swap the photo or wording, or cancel the order so you can come back when you are ready.
Wrong colour or style of garment
You picked a crewneck sweatshirt but meant the pullover hoodie with the same design. These are different products, so within the 24 hours we cancel the sweatshirt and you place a new order for the hoodie, or we explain the price difference and make the swap for you if that is simpler.
6. After the 24 hours
Once the window has passed, your order may already be in production, and custom details in particular cannot be altered after printing. Please email us anyway. If production has not started, we will still try to help. If it has, we will tell you plainly, and you have two routes:
- Return it. Every product, including personalised pieces, can be returned within 60 days of delivery for any reason, with a free return label. See our Returns & Exchanges Policy.
- Exchange it. Ask for a different size or a corrected personalisation when you start the return, and we send the replacement with free shipping.
If the order has already left us
A parcel that is on its way cannot be cancelled. Let it arrive, then start a return or exchange. If the issue is the address, email us straight away with your order number and the correct address, and we will tell you what can still be done. Our Shipping & Delivery page has more on addresses.
7. When we cancel or pause an order
Very occasionally we may need to cancel or hold an order ourselves. The most common reasons are:
- the photo link for a custom item cannot be opened and we have not been able to reach you;
- the shipping address is outside the United States, Canada, Australia and New Zealand, or is incomplete;
- an item or option has become unavailable;
- a price was shown incorrectly on the site;
- a payment could not be completed or confirmed.
If this happens, we email you to explain. Where possible we suggest a fix first, such as a different option or a corrected address. If we do cancel, what you paid for the cancelled items is refunded to your original payment method.
Missed the 24-hour window? The order then goes ahead, but it is still covered by our 60-day returns: send the item back with the free return label and we refund within 7 days of receiving it, as set out in our Refund Policy.
8. Tips to get it right the first time
- Read the live text preview on the product image before adding a custom item to your cart. What you see there is the name we print.
- Use a clear, well-lit photo where your pet’s face fills a good part of the frame.
- Check that the share link opens for someone who is not signed in to your account.
- Measure the couch, bed, crate or car seat before choosing a throw or a mat, and compare a favourite garment against our Size Guide.
- Re-read the confirmation email as soon as it arrives, while the 24-hour window is wide open.
- If you are ordering a gift for someone else, ask them quietly for the correct spelling of their pet’s name and their full postal address before you check out.
9. Checking whether your change went through
Our confirmation email is the record of your change. You can also look up the order on Order Tracking with your order number and billing email to see its current status. A cancelled order shows as “Cancelled”. If you have not heard back and the window is about to close, reply to your original email so the time you first wrote is clear.
10. Contact us about an order you just placed
Email [email protected] with your order number and the exact change. We reply within 24 hours on business days. For other questions, visit the Help Center or read our FAQs.