Submit a Ticket
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How a ticket works here
A 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 [email protected] 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.
There 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.
Before you send
- One ticket per order and per topic keeps things moving quickly.
- Always include your order number and the email used at checkout.
- Name, photo, size, address changes and cancellations: within 24 hours of placing the order.
- Returns and exchanges: within 60 days, any reason, with a free return label.
- Never send card numbers, security codes, bank details or passwords.
Choose your ticket
Each topic below has its own pre-filled link, a short note on when to use it, and what to put in the message.
Change a pet name, photo or option
Use 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:
- Your order number and the checkout email.
- The product the change applies to, if the order has more than one item.
- The new name written exactly as it should print, up to 14 characters, or the new photo share link set so anyone with the link can view it.
- Any change to the optional second line or pose.
Change the size or the shipping address
Open a ticket: Size or address change
Also 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.
Cancel an order
Within 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.
Where is my order?
Try 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.
Return or exchange an item
Open a ticket: Return or exchange
Any product, personalised ones included, within 60 days, for any reason. We send a free return label. Include:
- The order number and the item or items you are sending back.
- Whether you want a refund, store credit or an exchange.
- For an exchange, the size or option you want instead, such as a crewneck in XL in place of L.
- A word on why, if you are happy to share it. It is optional, and the return is accepted either way.
The full process is on Returns & Exchanges.
Something arrived damaged or wrong
Open a ticket: Damaged or wrong item
Send 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.
A question about a refund
Open a ticket: Refund question
Refunds 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.
Photo and personalisation help before ordering
Not 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.
Product or sizing question
Open a ticket: Product or sizing question
Tell 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.
Payment problem
Open a ticket: Payment problem
Describe 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.
Privacy or photo deletion request
Open a ticket: Privacy request
Customer 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.
Copyright or intellectual property notice
Open a ticket: Copyright notice
If 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.
Anything else
Open a ticket: General question
For 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.
Finding your order number
Almost every ticket starts with the order number, so here is where to look for it:
- Your order confirmation email. It arrives right after checkout. Search your inbox for “pawsandpine” if you cannot spot it, and check the spam or promotions folder too.
- My Account. If you created an account, every order is listed under My Account with its number and date.
- The packing slip. If you are the one who received the parcel, the slip inside may show the order number.
Cannot 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.
Two tickets that get solved in one reply
A name change
Subject: “Order change – 1187”. Message: “Hi, I ordered a custom photo blanket an hour ago on order 1187 with the email [email protected]. 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.
A damaged item
Subject: “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.
Gift orders and gentle requests
If 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.
For 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.
All ticket types at a glance
| Ticket | Subject line | Send it | Attach or include |
|---|---|---|---|
| Order change | Order change – order number | Within 24 hours of ordering | Corrected name or new photo link |
| Size or address change | Size or address change – order number | Within 24 hours of ordering | New size or full new address |
| Cancel order | Cancel order – order number | Within 24 hours of ordering | Whole order or which item |
| Order status | Order status – order number | Any time after ordering | Order date and destination country |
| Return or exchange | Return or exchange – order number | Within 60 days | Items, refund or exchange choice |
| Damaged or wrong item | Damaged or wrong item – order number | As soon as you notice | Photos of item and packaging |
| Refund question | Refund question – order number | After 7 days from our receipt of the return | Date the return was sent |
| Privacy request | Privacy request | Any time | Send from the email on the order |
What happens after you send
- Your email arrives. The subject line tells us the topic straight away.
- We reply within 24 hours on business days. The reply either solves the request or tells you exactly what we need next, such as a corrected photo link.
- We act on it. For a change inside the 24-hour window, we update the order and confirm it. For a return, we send your free return label. For a damaged item, we confirm the replacement or refund.
- We close the loop. When a refund is sent, we tell you. Refunds reach your original payment method within 7 days of us receiving the return.
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.
If the links do not open an email
Some 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 [email protected] and type the subject from the table above yourself, for example “Return or exchange – 1234”. It reaches us exactly the same way.
Keep your details safe
We 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.
Prefer 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.