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Frequently Asked Questions

Customer Satisfaction

I got my product but I've got a problem. Help?

We want you to be happy with our products and services. If, upon receiving your products, you have any questions or concerns, send us an email with your name and Order Number and we will try to work out a solution. If the solution involves sending product back, We will issue you an RMA (Return Materials Authorization) number. This number Must be included on the returned packaging. If you are returning an item, it must be in brand new condition and may include a restocking fee.


Pawstar's Privacy Policy

What information do we collect?

We collect information to provide a better shopping experience to our customers.

The information we collect is based on infomration you give us (placing an order, registering on our site) and information available by your use of our online services (device information, server log information) We also use cookies to identify your unique shopping cart (see Cookies, below).

What do we use your information for?

Any of the information we collect from you may be used in one of the following ways:

To personalize your experience:
your information helps us to better respond to your individual needs.

To improve our web site:
we continually strive to improve our website offerings based on the information and feedback we receive from you.

To improve customer service:
your information helps us to more effectively respond to your customer service requests and support needs.

To process transactions:
We use name and address data in the process of fulfilling customer orders.

Your personally identifiable information will not be sold, exchanged, transferred, or given to any other company for any reason whatsoever, without your consent, other than for the express purpose of delivering the purchased product or service requested, administer a contest, promotion, or survey.


We have an opt-in mailing list that may be signed up for at your discretion, from which we send periodic emails regarding our current promotions and relevant information. The email address you provide for order processing, will only be used to send you information and updates pertaining to your order unless you have also given us consent to join our mailing list.

How do we protect your information?

We implement a variety of security measures to maintain the safety of your personal information when you place an order or enter, submit, or access your personal information.

We offer the use of a secure server. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our Payment gateway providers database only to be accessible by those authorized with special access rights to such systems, and are required to keep the information confidential.

After a transaction, your private information (namely credit cards information) is NOT stored on our servers.

Do we use cookies?

Yes (Cookies are small files that a site or its service provider transfers to your computers hard drive through your Web browser (if you allow) that enables the sites or service providers systems to recognize your browser and capture and remember certain information

We use cookies to help us remember and process the items in your shopping cart and understand and save your preferences for future visits.

Do we disclose any information to outside parties?

We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety.

California Online Privacy Protection Act Compliance

Because we value your privacy we have taken the necessary precautions to be in compliance with the California Online Privacy Protection Act. We therefore will not distribute your personal information to outside parties without your consent.

Childrens Online Privacy Protection Act Compliance

We are in compliance with the requirements of COPPA (Childrens Online Privacy Protection Act), we do not collect any information from anyone under 13 years of age. Our website, products and services are all directed to people who are at least 13 years old or older.

Your Consent

By using our site, you consent to our privacy policy.

Changes to our Privacy Policy

If we decide to change our privacy policy, we will post those changes on this page.

This policy was last modified on 11-15-2013

Contacting Us

If there are any questions regarding this privacy policy you may contact us using the information below.

Contact Us Online or via Customer Service: 847-246-7623


 

Electronics

Installation of Electronic Lenses

Standalone Lenses
Installation of these lenses is relatively easy, similar to our acrylic lenses. Be careful not to place too much pressure on the components. Also, do not over-tighten the lens cap.

Wired LED Lenses
We have prepared a tutorial for the installation of these components. It is not complete yet and we will post it as soon as possible.


Operation/Care Instructions

Goggle Lens Power Source (Item #5557 + #5416) - [ Diagram ]
1. Fade Speed Control (A + B Type)
2. On/Off Switch
3. Pulse Speed Control (B Type Only)
4. Battery Clip (Batteries - #5558-CR1620

Operation
1. To avoid damaging the controls, operate them carefully. If a control does not want to move in a particular direction, do not force it.
2. Do not wear or operate in excessively wet conditions.
3. Damage causing broken or bent components voids warranty.
4. Pulser uses two (2) CR1620 Coin Batteries. Install with the "+" symbol facing up.
5. Be sure to turn off the unit when not in use to avoid draining the batteries.


 

Miscellaneous

Does Pawstar have Web Banners that I can put on my blog/facebook/web site?

We do. You can find them here.

About Will-Call Orders.

If you will be going to a convention that we will be attending, you may request for us to bring specific product for you to purchase at the convention. Just email us with your name and the product you would like for us to bring.

We do our best to try and bring Will-Call requests but cannot always guarantee we will be able to bring them.

Please be sure to give us at least two weeks notice if you can.

If you would like us to hold a will-call item for you to pick up, we may charge a deposit at our discretion. In any case, we will not hold items any longer than Sunday at Noon and any deposits that may have been paid on these items will be considered forfeit.

When you arrive at the booth, inform one of our sales staff that you are picking up a Will-Call order and your name so we can locate it.


 

Product Information

Product Sizing

We make the best attempt to make all of our products "One-Size-Fits-Most"

For the most up-to-date sizing information on our products, please reference this page.

If you feel these sizes will not fit you comfortably please email us prior to making your order so we can better serve you.


Product Care

For Fleece:
To keep your fleece looking best, wash using cold or lukewarm water and powdered soap and allow to drip dry. If powdered soap is not available, you may use liquid soap, but be sure to add it to the water and not directly to the fleece.

For Furs:
Try your best not to get the fur dirty. If you do have to wash it, hand wash with a gentle soap (such as Woolite©) and allow to drip dry. It is very, very important that you do not attempt to dry fur in a dryer. It will metamorphosize your fur, and not in a good way. =^-.-^=

For Leather:
If the surface is dirty, rinse with clean water and wipe excess water away with a dry cloth. Make sure leather dries completely so it will not mold. Leather shine products (such as Mink Oil) should be applied periodically to keep the leather from drying out. If our leather products are properly cared for they will last for many years.

For Acrylic:
Use lens cloths for glasses, mild soap and water or a microfiber cloth to wipe clean, as needed.

For Electronics:
Avoid contact with excess moisture or liquids. Be gentle when making adjustments or handling moving parts.

For Vinyl Stickers:
Application: Clean the application surface with mild soap and water and allow it to dry completely.
Remove the paper backing on the sticker slowly, making sure the sticker remains adherent to the transparent transfer tape.
Carefully position the sticker to the desired area before sticking it to the surface (once it sticks it is nearly impossible to remove without destroying it) and work from middle outwards, eliminating any air bubbles. Use the hard edge of a credit card to ensure the sticker is fully adhered to the transfer surface.
Now, slowly remove the transfer tape, making sure the sticker does not peel away with the tape.
Check for air bubbles and try to work them to the edge of the sticker with your card. If you can't get them to move, a small pin hole will let the air out and make the sticker lie flat.

Removal: From Glass, scrape off with a razor blade.
From Paint, heat the sticker gently with a hair dryer until the sticker pulls off easily.
Tip: A glue remover (such as Goo Gone) will remove any residue left by the sticker.


Do you offer hats in child sizes?

We do, but only as a commission. If you would like to get one made, please email us with the hat style you would like made and, if possible, a crown (circumference) measurement of the child's head. We do not offer commissions for infant hats or extra warm (earflaps and/or straps) at this time.


Do you accept commissions?

You bet! Prices may vary depending upon the intricacy of the project.

Please be as specific as possible when describing what you would like your commission to be. We love reference pictures and lineart if you have it, and quotes are always free.

Also, commission orders are in a separate queue than our standard work order and as such, may take longer to complete. If you have a question about approximate production times, or need the commission piece for a specific event, please let us know well ahead of time.

Note: We currently do not offer fursuit pieces, or partial pieces such as heads, paws, or hindpaws. Also, if your project involves multiple pieces, or pieces that are not similar to what we currently make, it is likely to cost more and have an increased production time.

If you are interested in commissioning a custom order, send us an email and tell us what you would like. We will reply to you with a detailed breakdown of the project, questions (if we have them) and an estimate of pricing and, if possible, production time.


What does "Extra Warm" mean?

The term refers to the type of band used in the construction of the hat.

A Standard Band refers to a beanie style cap with a brief band made to wear above the brow and lower in back, slightly at or above the tops of the ears on the sides.
These hats generally stretch 22" - 28"

A Warm Band is slightly longer than our standard band, and includes ear flaps along the sides that keep the wearer warm. Warm bands may also come in a two-tone variety.
These hats generally stretch 22" - 30"

An Extra Warm Band includes ear flaps like the warm band, but also our standard, round, or wide straps that hang down from the earflap seam. These hats may include puffets and/or two-tone styling.
These hats generally stretch 22" - 30"

Is there a Warranty on Pawstar® Brand merchandise?

There is a Limited Lifetime Warranty* on the manufacturing of all products that bear the Pawstar® logo and are fully manufactured in our Zion production facility.

What this means to you:
If there is a defect in the product that occurs during reasonable lifetime usage and not as the result of misuse or abuse, Pawstar will perform repair work/replacement of equal value.

Price:
You pay the shipping costs to return your items to Pawstar. Pawstar will pay for the cost of the return shipment.

What product is covered?
Items 100% produced by Pawstar: All Pawstar brand Fleece Hats, Ears, Paws, Tails, Arm Warmers, Leg Warmers, All Leather Goods, Shrugs, Lenses, Electronics (Electronics carry a 1 Year Warranty instead of a Lifetime Warranty).

What is NOT covered?
Items Modified or Resold, not bearing the Pawstar® Logo or items below $10 of value such as: All Goggle Frames, Stickers, T-Shirts, and Hoodies. Also, we are not responsible for improper care such as MELTING YOUR FUR IN THE DRYER.

How to request a repair:
Email Us. Tell us the name or a description of your product, the problem, when and where you obtained it. We will issue you an RMA (Return Materials Authorization) number. This number Must be included on the returned packaging.
Once we have completed repairs, we will ship your items back to you.

*Pawstar retains right of refusion at our discretion.

Construction Materials

Fur:
The type fur used in all of our products is faux fur. That's right, we use synthetic materials for every last one of our fur products.

For Leather:
The leather products we manufacture use high quality top grain leather cowhides. This is not the same as the cheap leather goods you are likely to find on the market. Our leather has superior wear, finish, and durability.


 

Purchasing Information

What forms of payments do you accept?

Paypal and Credit Cards.

Paypal Instructions: If you wish to pay with Paypal, make your product selection and check out.
When you are prompted for payment type, select [Paypal] and fill out your name and the country you wish the order shipped to . You will then be sent to paypal where you can complete your payment.

Credit Card Instructions: If you wish to pay with Credit Card, make your product selection and check out.
When you are prompted for payment type, select [Credit Card] and fill out your customer details where prompted. You will then be sent to authorize.net (our processor) where you can complete your payment.


How long will it take to get my order?

In order to provide you with competitive prices as well as an array of custom products, some of our products are made to order (i.e. made as we receive orders, rather than stocked in an inventory) and some of our products are manufactured in quantity. The usual production time for orders can be found on the home page, the shopping cart, and other places throughout the checkout process. This time may differ depending on current order volume, holiday season, etc. Regardless of the time taken, you will be emailed when your order has been filled. Please don't email us asking when it will be done.

If you need your order by a specific date, please email us prior to placing your order. Just leaving a note in your order will not be sufficient.

We only ask that you please be patient, the quality is well worth the wait.


How much does shipping cost?

We offer discounted shipping for orders over $100

Domestic Orders (United States, APO/FPO):
Type: USPS Priority Mail
Price: Starts at $5.50
Shipping Time: *Usually* 2-3 Days
We usually send our domestic items via USPS Priority Mail, which includes tracking services and fast delivery. If you require special handling (such as insurance) or a different shipping method, please email us prior to making your order.

Overseas/International:
Type: USPS International Priority
Price: Starts at $13
Ship Time (Canada): 1-2 Weeks*
Ship Time (UK/Europe): 1-3 Weeks*
Ship Time (Australia): 2-4 Weeks*
*These times are not the official USPS times, just what we have observed from customer feedback. These items usually require Air Mail. Due to the immense cost of insuring such orders, we typically do not offer insurance on these orders. If you absolutely MUST have insurance on an order, and you do not live in the United States, please email us prior to making an order so proper arrangements can be made.


I Love Pawstar Gear! Where else can I find it?

Other than here, you can purchase retail from us at the many shows we attend throughout the year. As far as a brick and mortar store... not yet (but we have our devious plans).

Do you ship products outside the USA?

Yep! There are very few countries that we do not ship to. To find out shipping rates for your country just add items to your cart and reference the "S/H (Canada)" or "S/H (Intl.)" to find out your rate.

Be aware that your country might charge you a customs fee to receive your product. The shipping costs stated on pawstar.com are what we are charged to ship items via USPS. Once they leave America they are subject to the laws of the country of destination.