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\nA ticket at Paws And Pine is simply an email with the right subject line. Pick the topic below that matches your request and click its link: your email app opens a new message to support@pawsandpine.shop with the subject already filled in. Replace “order number” in the subject with your own number, add the details listed under that topic, and send it. We reply within 24 hours on business days.
\nThere is no form to fill in and no account needed to open a ticket. The subject line does the sorting, so your message about a name change is read as a name change, and a return request is handled as a return, from the very first reply.
\nEach topic below has its own pre-filled link, a short note on when to use it, and what to put in the message.
\nUse this within 24 hours of placing the order. Because we print exactly what you send and there is no proof stage, this is the moment to correct “Junipr” to “Juniper” or swap a photo link. Include:
\nOpen a ticket: Size or address change
\nAlso within 24 hours of ordering. For a size, tell us the item, the size you chose and the size you want, for example a 30 x 40 in throw changed to 50 x 60 in. For an address, give the full new address, including the apartment or unit, and remember we ship only to the United States, Canada, Australia and New Zealand.
\nWithin 24 hours of placing the order. Give the order number and say whether you want to cancel everything or only one item. You do not need to give a reason, though it helps us if something on the site was unclear. Read Cancel or Change an Order for how refunds on cancelled orders work.
\nTry Order Tracking first with your order number and billing email. If you want more than the status shown there, send this ticket with the order number, the date you ordered and the destination country, and we will tell you where your order is. As a guide, orders take 1–3 business days to prepare and 7–14 business days in transit.
\nOpen a ticket: Return or exchange
\nAny product, personalised ones included, within 60 days, for any reason. We send a free return label. Include:
\nThe full process is on Returns & Exchanges.
\nOpen a ticket: Damaged or wrong item
\nSend this as soon as you notice the problem. Attach clear photos: the whole item, a close-up of the problem, and the outer packaging. Tell us what you expected, for example a Sherpa blanket when a Fleece one arrived, and whether you would like a replacement or a refund.
\nOpen a ticket: Refund question
\nRefunds are sent to your original payment method within 7 days of us receiving your return. If that time has passed, send this ticket with the order number and the date your return was sent. The Refund Policy explains timing in detail.
\nNot sure your picture will print well, or whether a long name fits? Send the share link, the product and size you have in mind, and the name you want. If two pets are going on one blanket, say so and send the single photo that shows them both.
\nOpen a ticket: Product or sizing question
\nTell us the product name, the sizes you are choosing between and what it is for: a sofa, a 36 in crate, a hoodie to wear over a flannel. If you would like exact measurements for apparel, a pet bed, a bandana, a crate mat or a pillow cover, ask here and we will confirm them. The Size Guide explains how to measure first.
\nOpen a ticket: Payment problem
\nDescribe what happened at checkout, the time it happened and any message that appeared on screen. Do not include card numbers or account details. The payment options available are shown at checkout, and Payment Methods explains how payment works.
\nOpen a ticket: Privacy request
\nCustomer photos are deleted 30 days after delivery. If you would like a photo removed sooner, or want to ask about the personal information we hold, send this ticket from the email address on your order and tell us what you are asking for. See the Privacy Policy.
\nOpen a ticket: Copyright notice
\nIf you believe something on our site uses your work without permission, follow the steps on our DMCA page or the Intellectual Property Policy, and include everything those pages ask for so we can act on the notice.
\nOpen a ticket: General question
\nFor questions that do not fit above, such as ordering several blankets for a family or planning a memorial gift, write freely and include your order number if you have one.
\nAlmost every ticket starts with the order number, so here is where to look for it:
\nCannot find it anywhere? Send the ticket anyway with the full name and email used at checkout, the date you ordered and what you bought. We can usually find the order from that.
\nSubject: “Order change – 1187”. Message: “Hi, I ordered a custom photo blanket an hour ago on order 1187 with the email sam@example.com. I typed the name as PEPER. It should be Pepper, capital P and the rest lowercase. Everything else is correct. Thank you.” This works because it is inside the 24-hour window, names the order and gives the exact spelling to print, so we can make the change and confirm it without a single question back.
\nSubject: “Damaged or wrong item – 1203”. Message: “Hi, my mug from order 1203 arrived with a crack along the handle. Photos of the mug, the crack and the box are attached. I would like a replacement in the same 15 oz size, please.” Three photos, the size, and a clear preference: that is everything we need to move straight to the next step.
\nIf a ticket is about a gift, tell us who should receive any reply. When the buyer wants the surprise kept, we answer only the buyer. When the person who received the gift writes to exchange a size, we may need to confirm some details with the buyer before changing anything, because the order belongs to them.
\nFor memorial blankets, please do not feel you have to fit your message into a category. Use the “General question” link, write as much or as little as you want, and we will answer with care and without hurry. The 60-day return window applies to these blankets just as it does to every other product.
\n| Ticket | \nSubject line | \nSend it | \nAttach or include | \n
|---|---|---|---|
| Order change | \nOrder change – order number | \nWithin 24 hours of ordering | \nCorrected name or new photo link | \n
| Size or address change | \nSize or address change – order number | \nWithin 24 hours of ordering | \nNew size or full new address | \n
| Cancel order | \nCancel order – order number | \nWithin 24 hours of ordering | \nWhole order or which item | \n
| Order status | \nOrder status – order number | \nAny time after ordering | \nOrder date and destination country | \n
| Return or exchange | \nReturn or exchange – order number | \nWithin 60 days | \nItems, refund or exchange choice | \n
| Damaged or wrong item | \nDamaged or wrong item – order number | \nAs soon as you notice | \nPhotos of item and packaging | \n
| Refund question | \nRefund question – order number | \nAfter 7 days from our receipt of the return | \nDate the return was sent | \n
| Privacy request | \nPrivacy request | \nAny time | \nSend from the email on the order | \n
Please reply in the same email thread rather than starting a new one. If you have not heard back within 24 hours on a business day, check your spam folder, then send a short follow-up in the same thread.
\nSome browsers and computers have no email app set up, so clicking a ticket link does nothing. In that case, open your usual email, start a new message to support@pawsandpine.shop and type the subject from the table above yourself, for example “Return or exchange – 1234”. It reaches us exactly the same way.
\nWe will never ask you to send a card number, security code, bank login or password, by email or any other way. If you receive a message that claims to be from Paws And Pine and asks for them, do not reply. Forward it to us instead. Photos of your pet and of a damaged parcel are welcome; anything that would let someone pay with your money is not.
\nPrefer to read before you write? The Help Center sorts every policy by topic, the FAQs answer the common questions, and Contact Us has tips for a message that gets sorted in one reply.
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