We don’t allow non-staff members in our production and office areas so we can keep things safe and comfortable for our team. But the good news is we have an amazing warehouse shop called the Paw Store that’s open four days a week!
Learn more at Pawstar.com/PawStore
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No. We do not offer phone support at this time. Please use the contact form to get ahold of our customer service team.
★ Office hours ★
Monday - Friday 10AM - 5PM CT
We respond to messages in order of their arrival.
Please make sure to check your spam folder if you do not receive a response within 2 business days.
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★ Office hours ★
Monday - Friday 10AM - 5PM CT
We respond to messages in order of their arrival.
Please make sure to check your spam folder if you do not receive a response within 2 business days.
If you have a question related to a current order please contact us on the website, or marketplace on which the order was placed. Please include the full name, email, and order number of the order in question. If your order was placed on pawstar.com then reach out using our CONTACT FORM!
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At this time we are unable to add points for all purchases. Orders placed before April 17th, 2024 MAY not be included in the PawPoints program.
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Simply hit the "redeem" button, then add the item to your cart. The code should be added automatically, but if it is not copy and past into the promo code space at check out.
If you make a mistake you can always click on your PawPoints History at the bottom of the rewards screen to get the code again.
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Yes! You can earn PawPoints when you shop on Pawstar.com as well as at any official Pawstar booth! Sadly PawPoints can only be redeemed online at this time.
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No! Your PawPoints will remain valid until the world ends, or Pawstar disappears into the void. Which ever happens first.
Click the icon in the bottom right corner to view current balance.
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Currently the only place to redeem PawPoints in Pawstar.com. We are unable to redeem points at live events.
You do have the ability to earn PawPoints from purchases at official Pawstar booths by providing your email to the team member at check out. The email provided must match the email used to login to Pawstar.com.
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PAID INFLUENCERS
Paid Influencers are Contract Based. Each contract will be unique and specific to the influencer in question. If you are interested in being an influencer, after filling out our inquiry form you will be contacted for additional information.
Some things we will ask for, for example:
What do you do, and what platform(s) do you do it on?
A link to your accounts / example content / following base.
Have you ever been an influencer for a company before?
What are your general expectations compensation-wise?
Paid Influencers will already need to possess some type of following. Please do not apply for this Street Team level unless you are qualified and genuinely interested in creating a contract with us.
SPONSORED INFLUENCERS
Sponsored influencers are similar to Paid Influencers, however you do not need to necessarily have a huge following. This is an option for smaller influencers. Instead of being paid in cash you can earn free products, company gift card/credits, etc. This will also generate a discount code for your followers to use. For each use of your discount code you will earn credit on your own account for future purchases.
This tier is something that you are welcome to apply for, however it can also be earned via Tier IV : Virtual Helpers // Volunteer Creators as well if you become a Trusted Creator. You are more likely to be accepted into this tier via working your way up, but if you are an influencer that doesn’t have the following for the paid tier this is a great way to get started, too!
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Pawstar does not hire often, but if you feel like you would be a good fit, feel free to submit a resume by email t careers@pawstar.com.
Only apply through this email if you are looking for a career at Pawstar HQ in Racine, WI in our production, customer service, or marketing departments. Influencers, models, street team members, and other promotional roles will use the website contact form.
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The best place to interact with the Pawstar team as well as other Pawstar fans is the official Pawstar Discord!
We have super fun movie nights, community contests, meets ups, and more!
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Introducing the Pawstar Limited Lifetime Warranty - providing coverage for select products and types of damage caused by general wear and tear.
The Pawstar Limited Lifetime Warranty applies to select Pawstar products made exclusively in our Racine, WI facility. Products manufactured by a third party and resold by Pawstar may not be covered under warranty.
★Examples of products that may be covered by warranty;
Select standard Pawstar ears, tails, paws, legs, hats, clothing and leather that are created by the Pawstar team at our Racine, WI facility. Contact the customer service to if you have any questions about a products warranty eligibility.
★Examples of products that may NOT be covered by warranty;
Printwear (t-shirts, printed hoodies, etc)
Fur Grooming Combs, Lint Rollers, and other maintenance items.
Goggle Frames
The Pawstar Restricted Limited Lifetime Warranty is a type of warranty that may provide or exclude coverage for only certain types of product damage on select products, but does not cover the entire range of damage included in the traditional Pawstar warranty.
★Examples of products that may be covered by restricted warranty;
Electronics may be covered by a restricted warranty for up to 1 year from date of purchase.
Any tail that is long enough to drag on the ground. This includes all tails in our Mega Mega collection. This is because we do not have the ability to repair damage to material caused by abrasion.
Limited release items. Some items that were released on a limited bases may not be able to be repaired due to the material they are made of no longer being available.
★Examples of types of damages that may be covered by warranty;
Headband breakage
Broken or faulty squeakers
Rips or thread breakage along a seam.
Loose or broken rivets
Settling of stuffing
★Examples of type of damages that are NOT covered by warranty;
Damage caused by customer modifications, or self repair. Modification of a Pawstar product in any way will void the warranty.
Material damage caused by dragging on the floor, incorrect washing, sun damage, paints/dyes, or pets.
Damage caused by heat. Reminder to NEVER put faux fur products in the dryer!
Dents and surface damage on leather and/or acrylic products.
Zipper damage or malfunction.
Pawstar reserves the right to reject any repair request for any reason. Please follow the proper steps when initiating a repair.
★How do I request a warranty repair?
After reading the above information please contact the Pawstar customer service team with the following information;
Full name (chosen name that you wish to be referred to as)
Email address
Shipping address
Name or description of product you are requesting a repair for.
Describe in as much detail as possible the damage type.
(optional) An image of the item showing the damage. This will help to speed up the request process.
After reviewing your request, our customer service team will contact you via email to request any additional information and inform you of the approval or denial status.
Upon approval for warranty repair, the shipping address and relevant information will be provided for you to send your items to Pawstar HQ. Please note that the customer is responsible for the cost of shipping items to Pawstar for repair, but Pawstar will cover the cost of return shipping to the customer.
Before approved products can be sent into Pawstar HQ for repair the products must be properly washed and dried. This is meant to ensure a safe and sanitary process for the Pawstar team.
Repairs will be addressed in the order they are received. The Pawstar Customer Service Team can provide you with an estimated timeline for the completion of your repair. This estimate may change based on work load and convention schedule.
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Currently we are only open for COLOR-SWAP customization. We may be re-opening for a limited number of custom commissions later in the year.
We DO NOT accept customization requests left in the "Notes" section of an order. To have your request reviewed please contact the Pawstar customer service team before ordering a product.
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We do our best to keep as many items in stock as possible at Pawstar HQ, but as we are a small business this is not always possible. If your item is in stock and ready to ship it should be on its way within 3-5 business days. If your item is a color-swap, custom, or made-to-order item please allow 3-8 weeks for production. Production time varies based on our current work load and event schedule.
Once your order leaves Pawstar HQ it in the hands of USPS. If you see any issue during the transit process please contact the USPS help center as we do not have control over their delivery system or schedule. Always check with your local post office before contacting Pawstar customer service.
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All Pawstar orders with the exception of large bulk textile orders are shipped via USPS Priority, or USPS international Priority. We do not offer express shipping, or alternative carriers at the time.
Please be aware that USPS works with other carriers to assist in international deliveries. Please contact USPS directly with any questions or concerns related to international shipping.
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When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to take a look in there if it feels like you have been waiting a little too long.
*Please note that sometimes the tracking can take a day or two to be updated by the carrier. If it looks like its not moving, chances are its on its way!
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Domestic Order
International Order
*Please note that the total required to trigger the discount must be over the amount before shipping and tax are added.
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If it's been marked delivered and it's only been one day, please sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!
If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, it is possible the package was lost in transit. As a first step we recommend filing a Missing Mail Search Request using USPS's help form at this link: https://www.usps.com/help/missing-mail.htm
If USPS is unable to find your package after your Missing Mail Search Request, please contact us. While Pawstar is not responsible for lost or damaged packages, in these cases we are able to file a package insurance claim with you so you can be compensated. Per Shipsurance policy for package loss, we have to wait 20 calendar days (Domestic shipments) or 40 calendar days (International shipments) before we can file an insurance claim.
If the shipping address was a temporary location, we do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline. As the sender, we are unable to reroute a package after it leaves our doors.
Please check with the shipping carrier and/or your local post office before contacting Pawstar customer support.
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YES! We ship worldwide. 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, and customs fees of the
country of destination.
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We accept returns up to 14 days after the product is delivered. The item will have to be in "like new" condition (no perfumes, no cigarette smell, no B.O., no glitter, no pet hair, no human hair, no deodorant marks, no evidence of washing, etc). Before sending a product back, please contact our customer support team for more info.
The Pawstar team has the right to reject returns and exchanges based on condition of the product. A restocking fee may apply.
Pawstar does NOT accept returns sent back without prior approval by the Pawstar customer service team.
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We accept exchanges up to 14 days after the product is delivered. The item will have to be in "like new" condition ( no perfumes, no cigarette smell, no B.O., no glitter, no pet hair, no human hair, no deodorant marks, no evidence of washing, ect). Before sending a product back, please contact our customer support team for more info.
The Pawstar team has the right to reject exchanges based on condition of the product. A restocking fee may apply.
Pawstar does NOT accept returns sent back without prior approval by the Pawstar customer service team.
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Pawstar has been setting up shop and vending at live events for over 20 years and counting! We are known for our epic booths, friendly staff, and great quality products. If you are part of an event and wish to have Pawstar come and vend simply reach out to us at events@pawstar.com with your shows information.
We vend many types of events, but our main focus are;
We generally aim for events with a minimum of 1000+ attendees, but are willing to try smaller events.
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These Street Team members will be trusted to help the Pawstar Team with Setup/Takedown at Conventions! Setup is generally done on Thursday prior to the Convention. Takedown is on Sunday as soon as the Dealer’s Hall closes. Please keep in mind if this is something you sign up for, we are trusting you to be there! If for any reason this changes, please notify us ASAP.
**We will approve/deny your volunteering in advance. First come/first serve. Acceptance is not guaranteed and some smaller setups won’t require additional help.
This does not include accommodations, transportation or convention badges unless specified. Please do not volunteer for conventions you are not attending.
EXPECTATIONS
Transporting products in & out of the Pawstar Vans.
Lifting/carrying heavy containers, possibly up to 40 lbs.
Product / Wall assembly (ex. Hanging tails, ears, etc.)
Productive / Efficient workers.
(This is time restrictive, please do not distract the team!)
COMPENSATION
$15 Pawstar Gift Card per hour, max 3 hours per time (setup / takedown)
Free Shipping* (in USA) code if you do not want to purchase at con.
(*free shipping does not apply to yardage purchases)
These Street Team members will be hands-on helpers during the Convention itself. We do not expect assistance during the entire convention, there is no hour requirement. Do what you are comfortable with and when you are comfortable doing it!
**We will approve/deny your volunteering in advance. First come/first serve. Acceptance is not guaranteed and some smaller setups won’t require additional help.
This does not include accommodations, transportation or convention badges unless specified. Please do not volunteer for conventions you are not attending.
EXPECTATIONS
Booth Greeters. Hang around the booth, welcome people to the booth, help suggest products to potential customers. Basically hang out and be social! This is limited to one person at a time. Please do not overcrowd the booth!
Photo Takers. Take pictures of people in front of our PAWSTAR Backdrop and encourage people to take their own pictures in front of it as well! Hype!
Con/Furry Content! Get pictures and videos of the booth, convention, and people in our products or cool fursuiters in general! Send us the media so we can post!
COMPENSATION
Pawstar Loyalty Paw Points per completed task. Each task will be assigned a point amount and completion of each task will earn you those points. (Paw Points are a part of our Loyalty program on Pawstar.com..)
BONUS: $25 Gift Card for Completing all Tasks.
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To see where the Pawstar team will be setting up next check out our EVENTS page! We also will post about upcoming events on our social media.
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