Frequently Asked Questions

Got questions? You're in luck, because we have answers. Below, the most popular customer questions!

Orders and Shipping

How long will it take for my order to arrive?

Currently, it takes up to 2 weeks to make your product. Once made, it will be shipped which can take up to 3 - 5 days if you are located in the US. International orders can take up to 2 weeks to be delivered once shipped.

Do you ship internationaly?

Yes! We currently ship to all countries.

Can I choose express shipping?

Yes, you may choose express shipping at checkout. However if please keep in mind that our processing time will stay stay the same (about 2 weeks). If you need your item made sooner, please email us at hello@shoppawshthreads.com.

Return Policy

What's your return policy?

Since many of our products are handmade, we do not currently accept returns. If you feel there was a problem with your order, feel free to email us (hello@shoppawshthreads.com) and we will do everything we can to correct the problem.

Can I make changes to my order?

If you have made a mistake when placing your order, please email us as soon as possible (hello@shoppawshthreads.com). If your order has not been processed yet, we may be able to make a change for you.

Do you do exchanges?

Since many of our products are handmade, we do not currently accept exchanges. If you feel there was a problem with your order, feel free to email us (hello@shoppawshthreads.com) and we will do everything we can to correct the problem.

Common Questions

How does the custom pet portrait embroidery work?

Using the picture you uploaded, we hand-draw the image and then convert it into an embroidery pattern! Since it is drawn directly from your image, we ask that you upload a clear, front facing image of your pet’s whole face in order to get the best embroidered results.

If I have ordered a custom pet portrait item before, will you use the same embroidery?

Yes. If we notice that you have placed an order before with the same pet, we will use the same picture/embroidery pattern from before unless stated otherwise.

What if I want want to upload more than one picture for you to choose from?

That would be great! In fact, we welcome it! If you have more than one picture of the same pet but are unable to upload them, you may email them to hello@shoppawshthreads.com.

What is the fit for all custom embroidered pet portrait apparel?

All apparel is unisex sizing. Please check the size chart located in the description of the exact product you are interested in.

Do you take custom requests?

Of course! If there is something you have in mind that we do not offer, let us know and we will see if we can do it!

How can I nominate a shelter to be your next shelter of the month?

Head on over to our Fur Shelters page where you can nominate your own shelter at the bottom of the page!