Contact Us

Last updated: November 2, 2026

Send us a note from the porch

The quickest way to reach Paws And Pine is a single email to [email protected]. Every question goes to that inbox, whether it is about a pet’s name on a blanket, a hoodie size, a gift heading to Canada or a return. We reply within 24 hours on business days.

We handle support by email only. That is deliberate: an email keeps your order number, your photos and our answer together in one thread, so nothing gets lost between messages and you always have a written record of what was agreed. If you prefer a ready-made subject line for your request, the Submit a Ticket page has one for each kind of question.

What to put in your email

A complete first email usually means a complete first answer. Before you press send, run through this short list.

1. Your order number. It is in the order confirmation email and in My Account if you have an account. If you have not ordered yet, say so, and tell us which product you are looking at.
2. The name and email used at checkout. If you are writing from a different address, for example a work inbox, tell us the billing email on the order so we can find it.
3. What you want to happen. “Please change the name to Juniper”, “I would like to exchange a Medium hoodie for a Large” or “Where is my order?” is far easier to act on than “There is a problem with my order”.
4. Photos, when something looks wrong. If an item arrives damaged or not as you ordered, attach clear photos of the item and of the parcel it came in.
5. The product and option. For questions about a specific item, include the product name and the size or option, such as Sherpa 50 x 60 in or crewneck sweatshirt in XL.

A good subject line helps too. Something like “Name change – order 1234” or “Exchange – hoodie size – order 1234” lets us see the topic before we open the message.

Things never to send by email

Please do not email card numbers, security codes, bank details or passwords, not even partly. We will never ask you for them. If a message claiming to come from us asks for payment details, do not reply to it; forward it to [email protected] so we know about it.

Find the right page first

Many questions are already answered in our policies. The table below sends you to the page that covers each topic. If the page does not settle it, email us and mention which page you read, so we can pick up from there.

Real situations, and what helps us help you

These are the messages we see most often, with what to include so that one reply is enough.

“I spelled my cat’s name wrong”

You ordered a blanket for Pepper and the confirmation says “Peper”. Email us within 24 hours of placing the order with the order number and the correct spelling written exactly as it should print, capital letters included. Names can be up to 14 characters. Because we print exactly what is entered and do not send a proof, the 24-hour window is the time to catch it.

“The photo link might not work”

If you pasted a link and are not sure it opens for other people, send us a fresh share link in an email with your order number. For Google Photos, iCloud or Dropbox, the link must be set so that anyone who has it can view the photo. A quick test: open the link in a private browser window where you are not signed in. If you can see the photo there, so can we.

“This hoodie is too small”

It happens, especially when you planned to wear it over a flannel. Within 60 days, email us with the order number, the size you have and the size you want, and say whether you would like an exchange or a refund. We send a free return label either way. The Size Guide explains how to measure a hoodie you already own so the next one fits.

“It is a gift for a friend overseas”

We ship to Canada, Australia and New Zealand as well as the United States. Put your friend’s address in the shipping fields at checkout. If you have a question about duties or import taxes before ordering, ask us first: duties and import taxes depend on the destination country. Tell us the country and the product, and we will answer what we can.

“Something arrived damaged”

Attach photos of the item and the outer packaging, the order number and a short description of what is wrong. Tell us whether you would prefer a replacement or a refund. Please email as soon as you notice the problem rather than waiting.

“Where is my parcel?”

Check the status on Order Tracking first. Remember that orders take 1–3 business days to prepare and 7–14 business days in transit. If you would like more detail than the status, email us with the order number and we will tell you where your order is.

“I am ordering a memorial blanket”

We are sorry for your loss. If you would like to ask about which photo to use, how the name will look, or timing for a particular day, write to us before ordering and take as long as you need. There is no pressure, and the 60-day return window covers personalised blankets too.

“I need several blankets for the family”

Ordering one blanket per family member, each with a different pet, is common around the holidays. Email us with the products, sizes and how many you need, and the date you are aiming for, and we will reply with what we can tell you about timing.

Questions before you order

You do not need an order number to write to us. Plenty of emails come from people still deciding, and those are some of our favourite questions to answer. Things we can help with before you buy:

• Whether a photo will work. Send the share link and tell us which blanket and size you have in mind. We can tell you if the picture is small, blurry or cut off at the ears before you commit.
• Which blanket size suits a space. Tell us where it will live, a three-seat sofa, a queen bed, a 36 in crate or the back seat of a car, and we will point you to a size.
• How a long name looks. If your dog is “Sir Barksalot” or your cat has a two-word name, ask how it fits within the 14-character limit and whether the second line option on that product could help.
• Timing for a date. Give us the date and the destination country and we will walk through the 1–3 plus 7–14 business day timeline with you.
• Exact measurements. For apparel, pet beds, bandanas, crate mats and pillow covers, email us and we will confirm the exact measurements of the item you are looking at.

And a few things we cannot do, so you are not left waiting for an answer that will not come: we do not send a proof or mockup before production, we ship only to the United States, Canada, Australia and New Zealand, we cannot promise a delivery date, and we do not offer support by any channel other than email.

A sample message

If you are not sure how much detail to give, here is the kind of email that gets sorted in one reply. Subject: “Exchange – crewneck size – order 1234”. Body: “Hi, I ordered the pine ridge crewneck sweatshirt in Medium on order 1234 under the email [email protected]. It fits but is snug over a flannel. I would like to exchange it for a Large. It has not been worn outside and still has its label. Please send the return label. Thanks, Jo.”

That message tells us the order, the item, the problem, what Jo wants and that a label is needed. Nothing has to be asked twice.

Writing on someone else’s behalf

If you received a Paws And Pine gift and want to exchange a size, you are welcome to email us yourself. Tell us the name of the person who ordered it, if you know it, and what is on the packing slip. We may need to confirm some details with the person who placed the order before we change anything, because the order and any refund belong to them. If you are the buyer and want to keep a gift a surprise, say so in your email and we will keep our reply to you.

When our reply arrives

We answer within 24 hours on business days, Monday to Friday. An email sent on a Tuesday afternoon is answered by Wednesday afternoon. An email sent on a Saturday is counted from the start of the next business day, so expect an answer by Monday’s end at the latest, later if Monday is a public holiday.

If you have not heard from us within that time, check your spam or promotions folder for a message from pawsandpine.shop, then send a short follow-up with your order number in the subject. Please avoid sending several separate emails about the same order: replying in the same thread keeps everything in one place and helps us answer faster.

Some requests take more than one exchange, such as an exchange where we first send the label and then confirm the new size once the return is on its way. We will tell you in each reply what happens next and whether we are waiting on anything from you.

Our business details

Paws And Pine is an online store. Our business identity is:

Paws And Pine, 760 N 7th St Apt 5304, San Jose, CA 95112, US

This address is not a shop and it is not where returns go. Please do not post items or letters to it about an order. For returns we email you a free return label that already shows the correct return address. Every order question is handled at [email protected].

Before you write

If you would like to look around first, these pages cover most of what people ask: the FAQs for quick answers, the Help Center for a guided list of every policy, and About Us for how a custom order works from start to finish. When you are ready, one clear email is all it takes, and we will take it from there.