FAQs

These FAQs help 80% of our customers make up their minds.

How does the customization process work?

Simply upload a clear photo of your pet and choose your product (hat, T-shirt, paint, etc.). Our design team will create a custom illustration based on your pet’s unique features and apply it to your selected item.

What kind of photo should I upload?

For the best results, use a high-resolution photo with good lighting where your pet’s face is clearly visible. Front-facing images with minimal background distractions work best.

What materials are your products made of?

We use high-quality, durable materials selected for comfort and longevity. Our printing process ensures vibrant, long-lasting designs that won’t easily fade or peel.

Can I customize multiple pets on one product?

Yes, we can include multiple pets on a single design. Additional customization fees may apply depending on the complexity.

Do you ship internationally?

Yes, we ship worldwide. Shipping times and costs may vary depending on your location.

Shipping & Delivery

Q: Where do you ship from? A: Orders are processed and shipped from our international fulfillment centers, including our hub in Hong Kong. Processing usually takes 1–3 business days.

Q: How long does delivery take? A: Delivery times vary by location. Estimated shipping times and tracking information are available on our Shipping Policy page.

Q: How can I track my order? A: Once your order ships, you’ll receive a tracking number via email. You can track your order directly on our website via the Track Your Order page.

Payment & Security

Q: What payment methods do you accept? A: We accept Credit Cards (Visa, MasterCard, American Express) and PayPal. Our system also supports Apple Pay and Google Pay for a faster checkout experience.

Q: Is my payment information secure? A: Absolutely. All payments are accepted through a secure, encrypted Credit Card gateway to ensure your financial information is protected at all times.

Returns & Order Management

Q: What if the product arrives damaged or doesn't meet my expectations? A: If there is a quality issue or defect, we are happy to assist with a return or exchange. Please contact our support team at Info@pawlyjoy.com with photos of the issue.

Q: Can I change or cancel my order? A: * Changes: If you need to update shipping details, please contact us within 12 hours of placing your order.

  • Cancellations: Orders can be cancelled before shipment. Once the item has shipped, cancellations are no longer available.

Contact Us

Still have questions? We are here to help!

Email: Info@pawlyjoy.com