All Products Printed & Shipped from US! Free Shipping on all US orders!

Frequently Asked Questions

COVID-19 UPDATES

The Paw Face works with a fulfillment partner to print and ship our orders. We're in regular communication with them for the latest updates of what's going on. Our fulfillment partner is still operating and we're continuing to accept orders. Fulfillment and shipping will take longer but your order will reach you. Your support means a lot to us, especially during this time. Stay safe and take care of yourselves. 

Please note delays are possible due to current and changing conditions. Please be rest assured that your order will be shipped. You can always trace your package with your tracking number. Thank you for your patience. 🙏 

CUSTOM ART WORK

You absolutely can! Unlike so many other sites that force you to accept their designs, you are in complete control here. 

All designs are created by real artists. After placing your order, you can expect to see the customized artwork through email in 1-3 business days, depending on the season. We do our best to nail it the first time. However, if you do not like your artwork or had something else envisioned please let us know and we will work on it until it’s pawfect! Each revision takes 1-2 business days.  

If you want to change the artwork after approval, please send us an email at cs@thepawface.com ASAP. If we can reach the printing team and find your order to stop it, we will.

Sure, you can purchase the digital artwork file when you approve the artwork. An additional $10 USD will be added to the order for each digital artwork file. After you have approved the artwork, you will receive an email attaching the custom art usually within 1 day.

We can print any animal on earth as long as we receive a great photo! So far we have printed dogs, cats, horses, birds, guinea pigs, and hamsters! 

Yes, we can print the full body. Although head to chest is our 'standard' offering, you can request “Full body” by email or when you approve the artwork file. We charge an additional $10 USD for each full body ordered.

Yes, we allow up to a maximum of 3 pets on 1 product. 

We are unable to accept photos for more than 3 pets since it ends up being too crowded when printed on our products and will not bring out the best in your pets artwork. The blanket, beach towel and canvas layouts will be in Landscape for more than 1 pet. 

If you want to print 3 pets. You can either upload 1 photo (with all pets in it) or if that’s difficult, upload 1 photo with 1 pet one by one and we will draw all of them together into the same art. But while placing the order, you need to select "3" in the option "How many Pets?". We charge an additional $7 USD per each additional pet.

Don't worry. We can work on most photos taken with a smart phone. Please see our Photo Guide for more information. 

All photos undergo a screening process once your order has been placed. If there's an issue with the photo and we believe your artwork won't be as detailed as we'd both like, we will email you. 

But if we don't hear back within 48 hours, we'll have to proceed with the photo you originally provided.

All artworks are hand made using real painting techniques in Adobe Illustrator. All artists are classically trained.

If you want to make any changes to the background, size or photo of the order, please contact us as we will need to verify the production process has started or not. Send us an email at cs@thepawface.com with your order number in the subject line and any changes in the body. We'll get back to you as quickly as possible.

Keep in mind that we send your pet uploads to our artists directly after you purchase! Change in pet photo may require a $8 USD art fee per pet base because our artist may already started working on your order.

At this time, we do not! We specialize in pet artwork.

SHIPPING

USA: Free shipping on all orders

UK, CA, AU:

Blanket / Beach Towel: $15; Mug: $10

Canvas: (8"x12") $15 / (16"x24") $15 / (20"x30") $20 / (24"x36") $20 / (32"x48") $25 

Rest of the world:

Blanket / Beach Towel: $15; Mug: $10

Canvas: (8"x12") $15 / (16"x24") $25 / (20"x30") $50 / (24"x36") $50 / (32"x48") $75  

Total shipping cost will be calculated at checkout. All prices on our site are USD. 

Typically, it takes about 4-6 days for the products to be printed and sent out after the artwork has been approved by you.

US Orders: 4-7 working days shipping time. Orders sometimes arrive sooner.

AU/CA/NZ/UK Orders: 2-3 weeks shipping time.

International Orders: 2-5 weeks shipping time.

Note that international orders can be delayed due to customs.   

All orders are shipped with tracking numbers, except for mugs shipped from UK. You'll receive an email once your order is ready to be shipped.

Please note that production time may vary during the holidays.

We promise it's worth the wait! You'll love the excitement of unwrapping your order and your heart might just melt when you see your incredible pet print in real life for the first time!  

Yes, we ship to almost every country!

Everyone should be able to celebrate the love they have for their pets. We ship to over 100 countries, no matter how far from the United States you are.  

All our fleece blankets and beach towels are printed in the US and shipped from the US as well. Depending on the delivery location, for canvas wrap, we print and ship from US/UK/AU/CA. For mug, we print and ship from US/UK/AU. Every order goes through extremely rigorous quality processes and inspections before shipping out to you.

US blanket orders are shipped UPS MI where UPS does the first half then USPS delivers.

International blankets are shipped Asendia.  

For other products, we use either USPS, DHL, UPS Mail Innovations, UPS Ground or Ascendia. 

Mugs shipped from UK do not have tracking.

Depending on your order, we may ship each item in its own separate parcel. We work with multiple print partners who specialize in specific products. This ensures a high quality print.

You will receive a shipping confirmation email once your order is ready to ship. Once you have received this email please allow 24-48 hours for your tracking number to update with USPS.

Please be noted that mugs shipped from UK do not have tracking. 

Please keep in mind delivery dates may change due to inclement weather conditions or holiday.

Customs policies vary from country to country. All applicable fees, taxes and duties are your responsibility. 

As soon as the tracking on your order is updated to 'delivered' by the postal courier, it triggers our automatic emails and we send you a notification to say your order was delivered.

Occasionally, a parcel will be marked as delivered by the courier prematurely. If you receive an 'order delivered' email from us but have not received anything, here is some information you should know:

• This occurs most often with USPS couriers. Some couriers will scan all their parcels as delivered at the start of their day, only to actually deliver the parcels over the course of the next day.

• In 90% of cases raised to us by customers, the parcel is received within the next 3 days of the 'order delivered' email being received.

So here are our standard procedures for these situations:

1. Check that the shipping address you provided at checkout is 100% correct. 

2. Wait 3 business days (week days) to see if the delivery email was simply sent prematurely. This advice solves 90% of these cases.

After 3 more working days have passed:

1. Ask your neighbors if they have seen it or picked it up for you.

2. Contact the local post office and ask if they have received it.

3. Contact the courier directly so that they can contact the delivery driver and get some information from them.

By this point we're confident you'll have located your delivery. If you haven't then please let us know and we can work to make this right by sending you a replacement. Keep in mind that if tracking information states an order was delivered but you haven't received it, any replacements would have to be at your expense.  

We would advise providing a different address for the replacement. A work address would be a good choice. Obviously having a new order sent out is the last resort and in most cases you will have located your parcel by this point.

If you need to change the shipping address, please send us an email at cs@thepawface.com with your order number, the current shipping address, and the address that you would like to change it to. We can change the address up until your order leaves our facility.

Absolutely!

Please note that in these cases we cannot offer any compensation due to late delivery.

Return to sender (RTS) typically occurs when the shipping address is incomplete or incorrect. If this is our fault we will reimburse you the shipping fee and re-send your order at our cost.

If the wrong or incomplete delivery information was provided at checkout, then unfortunately we will not be able to reimburse any costs, but will gladly re-ship your order once we get your correct shipping address.

Either way, please do contact us at our support desk and we will ensure that it gets delivered to you.

RETURN & EXCHANGE

We have a 100% replacement guarantee. We have a 100% replacement guarantee. If the product arrives with any damage, defect, or mis-print, we will reprint and resend it free of charge. Please contact us at cs@thepawface.com within 14 days of receipt with your order number, and include a picture of your item explaining the issue, our customer support will be able to assist you, to reprint you item and ship it to you.

Replacement guarantee does not apply to the following cases and we are not liable for these issues:

- Products are damaged by misuse, mishandling, or poor maintenance.

- Personal preferences such as change of mind and taste, etc.

If you would like to cancel your order, please send us an email at cs@thepawface.com with you order number and state the reason of cancellation, and we will try to retrieve it back. Please note that if cancellation request is raised after two hours of your purchase, we will charge $8 USD art fee per pet base. This is because the pet photo you upload will be sent directly to the artists when you place the order and they may have already started working on the artwork.

After your order, you can expect to see your artwork by email in 1-3 business days. Once you have approved the artwork, we will send it to production. Any order that has been sent to print cannot be cancelled under any circumstances. 

Please note due to the customized nature of our products, we cannot offer refunds. However, we'll work with you to make things right, even if that means sending you a brand new product.

MISCELLANEOUS

Yes, we offer 100% satisfaction guaranteed. 

We will send you the artwork before we ship it. We will not send it to production until you have approved the artwork, so you can rest assure that the product you get is the one you approved. If for whatever reason, you or your pets are not happy with The Paw Face order, we will work with you as long as it takes to make it right. Once you are in The Paw Face family, you are our VIP for life!

Please note that although we make every effort to photograph our products accurately and describe them in detail, we cannot guarantee every artwork in production will accurately depict the actual color of the merchandise due to changes in screen resolution.

The Paw Face is on a mission to save the lives of animals in need. We are giving 1% of all sales back to the Prevention of Cruelty to Animals (ASPCA) - at no extra cost to you! 

You can track your shopping impact by creating a free account through our partner, ShoppingGives. www.shoppinggives.com 

We accept all major credit cards as well as PayPal. Please note that all of our prices are listed in USD and your card will be charged in your respective currency.

We sure do! We work with pet influencers and human influencers.

If you're a popular pup or other kind of pet with lots of fans on social media, we'd love to hear from you!

If you're a human being, and a pet parent, and you have a lot of followers on social media, we can definitely work together.
 

Please email us at cs@thepawface.com to enquire. 

If you need any help, Please email us at cs@thepawface.com to enquire.