The Original Hug Necklace

At PawlyJoy, we are committed to providing a smooth and reliable shopping experience.

Order Processing Time

Orders are usually processed within 24 business hours after payment confirmation.

• Orders placed on weekends or public holidays will be processed within 1–3 business days.
• Processing time may vary slightly during peak seasons, holidays, or periods of high order volume.
• Some large, customized, or special-handling items may require additional preparation time.

Once your order has been shipped, you will receive a shipping confirmation email with tracking information.

Delivery Time

Total Delivery Time = Processing Time + Shipping Time

Delivery times may vary depending on your location, shipping method, product availability, and carrier conditions.

Please note that delivery times are estimates and may be affected by:

• Customs clearance procedures
• Weather conditions
• Carrier delays
• Public holidays
• High-volume shopping periods (such as Black Friday, Cyber Monday, Christmas, New Year, and other holidays)

We appreciate your patience during these periods and will always do our best to ensure your order arrives as quickly as possible.

Order Tracking

Once your order has shipped, you will receive a confirmation email containing your tracking number.

You could track your package through our Track Your Order page or by using the tracking information provided in your shipping confirmation email.

Please allow a short period for tracking information to update after shipment.

Customs Duties & Taxes

Customers do not need to pay additional customs duties for standard deliveries in most cases.

However, customs regulations vary by country. In rare situations, additional customs fees, taxes, or import charges may be applied by local authorities.

If additional charges occur due to local customs policies, customers may be responsible for these fees.

Address Accuracy & Delivery Issues

Please ensure that your shipping information is complete and accurate before placing your order.

This includes:

• Full name
• Shipping address
• Phone number
• Email address

If an order cannot be delivered due to incorrect or incomplete information provided by the customer, additional shipping costs or reshipping fees may apply.

Please contact our customer service team as soon as possible if you notice an incorrect shipping address after placing your order. We will do our best to assist before shipment.

Lost, Damaged, or Delayed Packages

We carefully inspect and package every order before shipment. However, unexpected issues may occasionally occur during transportation.

If your package arrives damaged, is lost, or experiences an unusual delivery delay, please contact us and our team will assist you with the next steps.

Please provide your order number and any relevant photos or information so we can resolve the issue as quickly as possible.

Contact Us

If you have any questions regarding shipping or delivery, please contact our customer support team:

Email: info@pawlyjoy.com

Satisfaction Guarantee - Personalized Prints

All personalized prints in our 'design your own' range feature a live preview. Your live preview is an accurate representation of your printed design.

When you place your order, you are confirming that you are 100% satisfied and happy with your design as shown in your live preview.

If you are unhappy with your product once received, please contact our team and we will do our best to make it right.

Still not sure? Contact our support team and we'll answer your questions.

Let's get started on your personalized print today - all pets and humans welcome!