Frequently asked questions
Quick answers about your custom order.
When will my order ship and arrive?
Every item is made to order. Custom lithophane nightlights ship within 4 business days. Other items typically process within 1–3 business days. Once shipped, standard shipping takes 5–7 business days. Expedited options and their delivery times are shown at checkout.
You'll receive tracking info by email as soon as your order is on its way.
Can I customize my order?
Absolutely! Most of our products are made to order and can be personalized with your pet's name, your choice of color, font, and more. Just select your options on the product page. If you need help or have a special request, contact us and we'll take care of you.
Do you offer international shipping?
Not at this time. We ship within the United States and Puerto Rico only. Visit our Shipping Policy page for full details.
What if I receive a damaged or incorrect item?
That's on us. Email info@pawsfrvr.com within 5 days of delivery with your order number and a photo, and we'll send a free replacement or give you a full refund, your choice. You don't need to send the item back.
How do I care for my products?
Most of our products just need a quick wipe with a damp cloth and mild soap. We recommend avoiding the dishwasher, as heat and water pressure can affect the finish. Check your specific product page for any additional care notes.
Can I return or exchange a product?
Personalized items are made just for you, so they are final sale and can't be returned or exchanged. Non-personalized items (like feeding dishes and hides without a name) can be returned unused within 15 days of delivery; email us first for instructions. Full details are in our Refund Policy.
How do I track my order?
Once your order ships, you'll get a tracking email automatically. If you don't see it, check your spam folder first — then feel free to contact us and we'll look it up for you.
Can I change my order after placing it?
Contact us as soon as possible if you need to make a change. We process orders quickly, so we can't guarantee changes will be possible, but we'll do our best. Once an order has shipped, changes are no longer possible.
Do you offer gift wrapping?
We don't offer gift wrapping at this time, but our products arrive in clean, presentable packaging that makes a great impression right out of the box. If you'd like to include a gift note or have a special request, just let us know!
How do I contact customer support?
Email us at info@pawsfrvr.com, call (984) 244-2436, or use the Contact Us page. We respond to all messages within one business day.