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\nThis is the map for everything after you find the blanket or hoodie you like. Each section below covers one part of an order, says in a few sentences what you need to know, and links to the page that holds the full rules. Most answers are one click away. When they are not, a single email to support@pawsandpine.shop reaches us, and we reply within 24 hours on business days.
\nOnce you place an order you receive a confirmation email with your order number. Keep it handy: it is the key to every other page in this help center. You have 24 hours from placing the order to change a name, swap a photo link, pick a different size or cancel. After that, production may already have started.
\nTip: if you noticed a mistake late at night, send the email anyway. The 24 hours count from when you ordered, not from when we read your message, so writing straight away matters more than writing during business hours.
\nCustom blankets and hoodies are personalised on the product page itself: a pet name of up to 14 characters with a live preview on the image, a share link to your photo, and an optional second line or pose on some products. There is no add-on price and no upload button. We do not send a proof before production; we print exactly what you send.
\nBefore you order, open your photo link in a private browser window. If it shows without signing in, it will open for us. If it asks you to log in, change the sharing setting so anyone with the link can view it.
\nEvery order ships from the USA, and shipping is free with no minimum. We deliver to four countries only: the United States, Canada, Australia and New Zealand. From order to door, allow 8 to 17 business days in total, because preparation takes 1–3 business days and transit takes 7–14 business days. We cannot promise a delivery date.
\nWorking backwards from a date: count 17 business days back from the day you need the parcel, skipping weekends and public holidays. If today is already past that point, email us before ordering and we will talk it through honestly. For gifts to Canada, Australia or New Zealand, duties and import taxes depend on the destination country; contact us before ordering if you have a question.
\nYou can return any Paws And Pine product within 60 days for any reason, and that includes personalised photo blankets and hoodies. We cover return postage with a free return label even when you simply changed your mind. Exchanges for a different size work the same way: send back the one that does not fit using the label, and tell us the size you want.
\nRefunds go back to the payment method you used, within 7 days of us receiving your return. If you would rather have store credit, ask for it when you request the return; store credit never expires. When something arrives damaged or wrong, email us with photos and tell us whether you want a replacement or a refund.
\nThe payment options available are shown at checkout, along with your order total before you pay. Personalisation has no extra charge and shipping is free, so the checkout total is the product price for the items in your cart.
\nNever email us card numbers, security codes or passwords. We will not ask for them.
\nBlankets come in three sizes with fixed dimensions: 30 x 40 in, 50 x 60 in and 60 x 80 in, each in Fleece or Sherpa. Hoodies and crewneck sweatshirts run S to 3XL, long-sleeve tees S to 3XL and short-sleeve tees S to 2XL. Pet beds are Small, Medium and Large; bandanas S, M and L by neck; crate mats are named for 24, 30, 36 and 42 in crates. Mugs are 11 oz or 15 oz, pillow covers 16 x 16 in or 18 x 18 in, and ornaments one size.
\nFor exact measurements of apparel, pet beds, bandanas, crate mats or pillow covers, email us and we will confirm them for the item you are looking at. For care, follow the care label that comes with the item.
\nThese pages explain how we handle your information and the rules that apply to the store and its designs.
\nIf you want to update the email address or shipping address saved in your account, you can do that under My Account. Changing your saved details does not change an order already placed; for that, email us within 24 hours of ordering. If you would like a copy of the personal information we hold about you, or want it removed, the Privacy Policy explains how to ask.
\nIt helps to see the whole journey on one line. Here is what happens and when, using a Sherpa 50 x 60 in blanket for a golden retriever named Juniper, ordered on a Monday morning.
\n| Stage | \nWhen | \nWhat you can do | \n
|---|---|---|
| Order placed | \nMonday morning | \nCheck the confirmation email: name spelling, size, option and shipping address. | \n
| Change window | \nUntil Tuesday morning (24 hours) | \nEmail us to fix the name, swap the photo link, change the size or cancel. | \n
| Preparing | \n1–3 business days | \nNothing needed; check status on Order Tracking if you like. | \n
| In transit | \n7–14 business days | \nEmail us if you want to know where the order is. | \n
| Delivered | \n8 to 17 business days after ordering | \nUnpack it, and email us with photos if anything is damaged or wrong. | \n
| Return window | \n60 days | \nAsk for a free return label if you want to send it back or exchange it. | \n
| Photo deleted | \n30 days after delivery | \nNothing needed; email us if you want it removed sooner. | \n
You want photo blankets for your parents’ dog, your sister’s cat and your own two pups, all before a family gathering. Order them together as early as you can, since every order follows the same 8 to 17 business day range. Double-check each name and photo link in the cart, because each blanket is printed exactly as entered. If one recipient lives in Canada, you can place a separate order with their address as the shipping address.
\nYou ordered a pet bed and then remembered you are moving next week. If you are still inside the 24 hours after ordering, email us with the order number and the new address. Once that window has passed, write to us anyway and we will tell you what is still possible for that order.
\nJuniper and Pepper the tuxedo cat do everything together, so you want them on one throw. Find a single photo where both are clearly visible and well lit, and use a share link to that one picture. Put both names in the name field if they fit within 14 characters, or use the second line where the product has one. The Size Guide suggests the 60 x 80 in size when you want both pets printed large.
\n| Your situation | \nGo to | \nKey number | \n
|---|---|---|
| Typed “Junipr” instead of “Juniper” | \nCancel or Change an Order | \n24 hours from ordering | \n
| Want to know if a blanket arrives before a birthday | \nShipping & Delivery | \n1–3 + 7–14 business days | \n
| Sending a gift to a friend in Australia | \nShipping & Delivery | \nFree shipping, US, CA, AU and NZ | \n
| Hoodie is too snug | \nReturns & Exchanges | \n60 days, free label | \n
| Waiting on money back | \nRefund Policy | \n7 days after we receive the return | \n
| Unsure between 50 x 60 in and 60 x 80 in | \nSize Guide | \n127 x 152 cm or 152 x 203 cm | \n
| Want the photo of Pepper deleted | \nPrivacy Policy | \nDeleted 30 days after delivery | \n
| Checking whether an order has shipped | \nOrder Tracking | \nOrder number + billing email | \n
If none of the pages above settle your question, email support@pawsandpine.shop with your order number, if you have one, and what you would like to happen. We reply within 24 hours on business days. Support is by email only, which keeps your order details and our answers together in one written thread.
\nFor a request that fits a clear category, such as a name change, a return or a damaged item, the Submit a Ticket page gives you a pre-filled subject line and a checklist of what to include. For anything else, Contact Us explains how to write a message that gets answered in one reply.
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