Order Tracking
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Wondering where your blanket, hoodie or pet bed has got to? Enter your order number and the email address you used for billing in the form above, and you will see the current status of your Paws And Pine order. Below the form you will find what each status means, where to find your order number, and what to do if the status does not answer your question. If you would rather just ask, email [email protected] and we will tell you where your order is.
Checking the trail: at a glance
- What you need: your order number and the billing email address from checkout.
- What you see: the status of your order and the items in it.
- Preparation: 1–3 business days before your order leaves us.
- Transit: 7–14 business days to the United States, Canada, Australia and New Zealand.
- Still unsure? Email us with your order number; we reply within 24 hours on business days.
Finding your order number and billing email
Your order number is created the moment checkout completes. You can find it in three places:
- The order received page that appears straight after you pay. It shows the order number near the top, alongside the date and total.
- Your order confirmation email from Paws And Pine. The order number usually appears in the subject line and again in the body. If you cannot see the email, search your inbox for “Paws And Pine”, and check your spam, junk and promotions folders.
- Your account, if you created one at checkout. Sign in on My Account and open the Orders section to see every order you have placed with us.
The billing email is the email address you typed in the billing section at checkout. If you sent a gift to someone else, it is still your own email, not the recipient’s. Enter the order number as digits only, without a hash sign or spaces.
If the form says it cannot find your order
- Check the order number for a missing or extra digit.
- Try the other email addresses you use; many people check out with a work or older personal address without noticing.
- Look for capital letters or spaces copied in by accident, especially if you pasted the email address.
- If you paid but have no order number and no confirmation email, the order may not have completed. Email us with the name and billing email you used and roughly when you checked out, and we will look for it.
What each order status means
The status you see is the stage your order has reached in our store. It describes where things stand on our side, from payment through preparation to completion.
| Status | What it means | What you can do |
|---|---|---|
| Pending payment | The order was created but payment has not been received yet | If you meant to pay, try placing the order again or email us; nothing is prepared until payment is received |
| Failed | The payment did not go through | Check your payment details and try again; see our Payment Methods page for common causes |
| On hold | The order is paused while something is confirmed, such as a payment or a detail we need from you | Check your inbox for an email from us and reply if we have asked a question |
| Processing | Payment is received and your order is in our 1–3 business day preparation window | Within 24 hours of ordering you can still email us to change or cancel it |
| Completed | We have finished your order on our side and it is on its way to you | Allow 7–14 business days for transit; email us if it seems overdue |
| Cancelled | The order was cancelled, either at your request or by us | Look for our email explaining the cancellation and the refund |
| Refunded | The payment for the order has been refunded in full | See our Refund Policy for how refunds reach your account |
A status can stay the same for a few days, and that is normal. An order may show “Processing” for most of its preparation window, then move to “Completed”. The status does not update hour by hour as the parcel travels, so a quiet status during transit does not mean something is wrong.
How long each stage usually takes
Putting the two windows together, most orders reach their destination between 8 and 17 business days after they are placed. Business days are Monday to Friday, excluding public holidays. These are estimates, not promised dates.
| Stage | Typical time | Status you will usually see |
|---|---|---|
| Change and cancel window | 24 hours from placing the order | Processing |
| Preparation, including printing custom items | 1–3 business days | Processing |
| Transit to the US, Canada, Australia or New Zealand | 7–14 business days | Completed |
| Order to door, in total | 8–17 business days | Completed |
A worked example
You order a breed portrait blanket on a Monday morning. Through Tuesday it shows “Processing”, and that is also when you can still email us to switch from a 50 x 60 in to a 60 x 80 in throw. By the end of Thursday at the latest, it is likely to show “Completed”. From there it spends 7–14 business days travelling, so it would usually arrive somewhere between the second week after you ordered and the middle of the fourth week. If you need it for a specific date, our Shipping & Delivery page has a guide to working backwards from a birthday or holiday.
When the status does not tell you enough
The order lookup tells you the stage your order has reached. It cannot see a parcel moving between postal networks, and this page does not show in-transit delivery details. For anything the status cannot answer, email us and we will tell you where your order is. Here are the common cases:
“Processing” for longer than 3 business days
Check your inbox for a message from us. The most common reason for a pause is a photo share link we could not open for a custom blanket or hoodie. If we have asked for a new link, sending it gets your order moving again. If there is no email from us, write to us with your order number.
“Completed” but nothing has arrived after 14 business days
Count the business days since the status changed, not since you ordered. If the order is past the 7–14 business day transit estimate, email us with your order number and the shipping address. We look into it and tell you what we find and what the options are.
Part of the order has arrived
Orders with several items, such as a throw, a mug and a bandana, may arrive in more than one parcel. If one piece has come and another has not, email us and we will tell you where the rest is.
The parcel shows as delivered somewhere else
If the address in your confirmation email is wrong, contact us right away. Within 24 hours of ordering we can still correct it, as explained on Cancel or Change an Order. After that, write to us anyway and we will work out the next step with you.
It arrived, but something is not right
Every product can be returned within 60 days of delivery, for any reason, with a free return label. Start with our Returns & Exchanges Policy. If you are wondering about money, our Refund Policy explains timing: refunds are issued within 7 days of receiving your return.
Emails that go with each stage
Alongside the lookup form, your inbox is the other place to follow an order. The store sends you an email when your order is received, and further emails when its status changes in a way that affects you, for example when it is completed, put on hold, cancelled or refunded. If you have not seen any of these, search for “Paws And Pine” and your order number in every folder of your mailbox, including spam. Adding [email protected] to your contacts helps our replies land in your main inbox, which matters most during the 24-hour change window.
Cabins, trailheads and hard-to-find addresses
Plenty of our customers send throws and mugs to a cabin, a lake house or a rural property with a long driveway. Deliveries to places like these can take longer at the final step, and they are more likely to need a clear physical address. A few things help:
- Use the full street address, not a property nickname or a description such as “the green cabin past the bridge”.
- Include a lot, unit or site number if the address has one.
- If the place is only occupied on weekends, think about sending the order to your home address instead and bringing it up with you.
- If the address is a P.O. box or somewhere especially remote within our four countries, email us before ordering so we can tell you whether it can be reached.
Checking the address on your confirmation email right after ordering is the single best way to avoid a delivery mix-up, because any correction within 24 hours is simple.
Status checks for custom orders
Custom photo blankets and personalised hoodies move through exactly the same statuses as everything else, but there is one extra thing to watch: the photo share link. While your order shows “Processing”, we use the link you pasted at checkout to print your pet. If it cannot be opened, we email you and your order may show “On hold” until a working link arrives. Before checking out, open your link in a private browser window to make sure it works for someone who is not signed in, and set Google Photos, iCloud or Dropbox sharing to “anyone with the link”.
Tracking a gift order
If you sent a gift straight to someone in another state or another country, you can follow the order here with your own order number and your own billing email. The recipient cannot look it up unless you share those details with them. If you would like to keep the gift a surprise, simply check the status yourself and let them know when it should be close.
Gift recipients who have a question can email us too. Asking the buyer for the order number first makes it much quicker for us to help.
Writing to us about an order
A good “where is my order” email helps us answer in one reply. Please include:
- your order number, ideally in the subject line;
- the billing email used at checkout, if you are writing from a different address;
- the status you see in the lookup form;
- the shipping country, especially for Canada, Australia or New Zealand;
- any date that matters to you, such as a birthday or a trip to the cabin;
- for a custom item, the pet name you entered, so we can confirm we are looking at the right order.
Please do not include card numbers or passwords. We never need them to find an order.
Keeping your details private
The lookup form only shows an order when both the order number and the matching billing email are entered, which keeps other people from browsing your orders. Photos you share for custom items are deleted 30 days after delivery. Read more in our Privacy Policy.
Contact Paws And Pine
Email [email protected] or use Submit a Ticket. We reply within 24 hours on business days. For general questions, the Help Center and FAQs are good places to start.