Payment Methods
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Paying for a custom photo blanket or a cabin-gift mug should feel as easy as settling into a chair by the fire. This page explains how payment works at Paws And Pine: where you see the payment options, what currency you pay in, when your payment is taken, how to keep your details safe and what to do if a payment does not go through. It does not list specific card brands or wallets, because the options available for your order are always the ones shown at checkout.
Settling up: at a glance
- Payment options: the payment options available are shown at checkout, before you place your order.
- Currency: all prices are in US dollars (USD).
- Shipping: free on every order, so the checkout total has no shipping charge added.
- Safety: the whole site runs over a secure HTTPS connection; we never ask for card details by email.
- Refunds: go back to your original payment method, within 7 days of us receiving a return.
- Help: [email protected], reply within 24 hours on business days.
1. Where to see your payment options
The payment options available are shown at checkout. When you reach the checkout page, after entering your contact details and shipping address, you will see a payment section listing every option you can use for that order, with instructions next to each one. That list is always the most accurate source, so we keep this page general rather than naming options here that might not match what you see.
We do not take payment by email, through a messaging app, through a link sent by someone claiming to be us, or in any way outside our own checkout at pawsandpine.shop. If anyone asks you to pay for a Paws And Pine order somewhere else, do not pay, and forward the message to [email protected].
2. A walk through checkout
- Review your cart. Check sizes, materials and quantities, such as a 50 x 60 in Sherpa throw or a hoodie in size L. For custom items, check the pet name and photo link one more time.
- Enter your details. Add your email address, billing details and the shipping address. For a gift, the shipping address can be your friend’s, as long as it is in the United States, Canada, Australia or New Zealand.
- Look over the total. The order summary shows each item, the free shipping line and the order total in USD.
- Choose how to pay. Pick one of the payment options shown in the payment section and follow its instructions.
- Place the order. When the payment is completed, you see an order received page with your order number, and a confirmation email follows.
Keep the order number handy. You need it with your billing email to check the status on Order Tracking, and it makes any question to us much quicker to answer.
3. Prices and currency
Every price on the site is in US dollars, whether you are shopping from San Diego, Toronto, Brisbane or Wellington. If your card or account is in a different currency, such as Canadian, Australian or New Zealand dollars, your bank or payment provider converts the amount. The rate it uses, and any foreign transaction fee it charges, are set by your bank, not by us, so the converted figure on your statement may differ slightly from what you expected.
Shipping is free on every order with no minimum, so the price you see on a product page plus any other items in your cart is what makes up your order total. If a discount applies, the reduced amount is shown in the order summary before you pay.
Duties for international deliveries
Orders ship from the USA. For deliveries to Canada, Australia and New Zealand, duties and import taxes depend on the destination country and are not part of the checkout total. If you have a question about this before ordering, contact us and we will help.
4. When your payment is taken
Your payment is completed at checkout as part of placing the order. Your order goes into our 1–3 business day preparation window once payment has been received; an order that shows “Pending payment” or “Failed” on the order lookup has not been paid and is not being prepared.
If you change your mind, you have 24 hours from placing the order to cancel by email, and what you paid is returned to your original payment method. The steps are on Cancel or Change an Order.
5. Keeping your payment safe
The entire Paws And Pine site, including checkout, loads over HTTPS. You can confirm this by looking for the padlock or the “https://” at the start of the address in your browser. A few habits help keep your details safe:
- Only enter payment details on the checkout page of pawsandpine.shop, or on a page that the checkout itself opens for the payment option you chose.
- Never email card numbers, security codes, passwords or one-time codes to anyone, including us. We will never ask for them.
- Your bank may ask you to approve a payment in its app or with a code. That step comes from your bank and is a normal part of many online payments.
- Use a private network rather than public Wi-Fi when paying, if you can.
- If something about a payment page looks unusual, stop and email us before continuing.
How we handle the personal information you give us at checkout, such as your name, address and email, is explained in our Privacy Policy.
6. If a payment does not go through
A payment can be declined for many everyday reasons. The table below covers the most common ones and what to try.
| What you see | Likely reason | What to try |
|---|---|---|
| Payment declined | Billing details do not match what your bank has on file, or the card has expired | Re-enter the billing address exactly as your bank has it, check the expiry date, then try again |
| Payment blocked as unusual | Your bank flagged an online or overseas payment | Approve it in your banking app or contact your bank, then place the order again |
| Not enough funds or limit reached | The balance or daily limit does not cover the total | Use another payment option shown at checkout, or try again later |
| Checkout page stops responding | A connection or browser problem interrupted the payment | Check your email and Order Tracking before trying again, so you do not pay twice |
| Order shows “Failed” | The payment was not completed | Place a new order; a failed order is not prepared |
Charged twice?
If a slow page or a double click leaves you with two identical orders, email us within 24 hours with both order numbers and tell us which one to keep. We cancel the duplicate and return what you paid for it to your original payment method. If you see two charges but only one order number, send us the date and amount of each charge from your statement, without any card numbers, and we will check what happened.
A pending charge with no order
Sometimes a bank shows a temporary hold even though checkout did not finish. If you have no order number and no confirmation email, the order was not created. A temporary hold is managed by your bank and usually disappears on its own; your bank can tell you when. If you are unsure, email us your name, billing email and the time you tried to check out, and we will look.
7. Paying for custom and personalised items
Custom photo blankets and personalised hoodies are paid for in exactly the same way as everything else, with no add-on price for the pet name, photo or optional second line. Because we print exactly what you send and do not send a proof, it is worth taking a minute before you pay:
- Read the live preview of the pet name on the product image; names can be up to 14 characters.
- Open your photo share link in a private browser window to confirm that anyone with the link can see it.
- Check the size and material, for example Fleece or Sherpa, and the throw size of 30 x 40, 50 x 60 or 60 x 80 in.
If you spot a mistake after paying, you have 24 hours to email us a correction. Any price difference from a change, such as moving to a larger throw, is explained to you before anything is charged or refunded.
8. Paying from a mobile device
Checkout works on mobile devices and tablets as well as computers. On a small screen, scroll through the whole order summary before choosing a payment option, so you see every item and the total. If your device switches to another app to approve a payment, finish the approval and return to the browser tab; do not press back or refresh while the payment is still being confirmed. If you are not sure whether it went through, look for the confirmation email before trying again.
9. Paying for someone else, or as a gift
You can pay for an order that ships to someone else. Use your own details in the billing section and the recipient’s details in the shipping section. The confirmation email and any refund go to you as the payer. If the recipient later wants to exchange a size, they can write to us with the order number, but any money returned still goes back to your payment method, unless you ask us for store credit instead.
10. Store credit and discount codes
If you chose store credit instead of a refund on a return, that credit never expires. Mention it when you next place an order, or email us before you check out, and we will explain how it will be applied to your new order. If you have received a discount code from us, enter it at checkout where a code field is offered; the reduced total is shown in the order summary before you pay.
11. Order checks
To protect customers, we may occasionally contact you by email to confirm a detail before preparing an order, for example when a shipping address looks incomplete. Reply to that email from the same address you used at checkout. If we cannot confirm an order, we cancel it and return what you paid to your original payment method. We will never ask you to confirm a payment by sending card details.
12. Refunds back to your payment method
When you return an item within 60 days of delivery, the refund goes back to the payment method you used, within 7 days of us receiving the return. If you prefer, you can choose store credit, which never expires. Our Refund Policy explains amounts, partial orders and gift refunds in detail, and our Returns & Exchanges Policy covers how to send an item back with the free return label.
13. Records, receipts and disputes
Your order confirmation email is your record of purchase. It lists the items, options, order number and total. If you need a copy, email us with the order number and we will send the details again. If a charge ever looks wrong, please contact us before opening a dispute with your bank; most questions are cleared up by email, and writing to us does not affect any right you have with your bank or payment provider. Our Terms of Service, governed by the laws of California, set out the general terms of every order.
14. Questions about paying
Email [email protected] with your order number, if you have one, and a short description of the problem. We reply within 24 hours on business days. You can also visit the Help Center or submit a ticket. Paws And Pine, 760 N 7th St Apt 5304, San Jose, CA 95112, US.