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.



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 or board when tightening the lens cap.


    Wired LED Lenses
    We do not recommend disassembly of these products. You will potentially void your warranty by tampering with these items.


  • Operation/Care Instructions

    Operation
    Goggle Lens Power Unit - Item #5416
    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 the product warranty.
    4. The power unit uses 2x CR1620 Coin Batteries. Install both batteries with the "+" symbol facing up.
    5. Be sure to turn off the unit when not in use to avoid draining the batteries.



Manufacturing & Materials

  • Materials Used

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


    Leather:
    The leather products we manufacture use high quality top grain leather cowhides (mostly sourced from a local tannery in Milwaukee, WI). Our leather has superior wear, finish, and durability unlike other cheap leather readily available with mass market leather imports. Purchasing one of our leather products is an investment in care and quality craftsmanship.


    Metal Finishes:
    The chrome-like finish in many of our leather hardware pieces has a nickle component that some individuals may have a sensitivity to. We can, upon request, manufacture our products with alternative finishes such as chrome plating, brass, or black powder coat. If this is a concern, please email us or make use of the "Get It Custom" button on the product page.



Miscellaneous

  • About Will-Call Orders.

    You may place an order on pawstar.com and pick it up at a convention that you will be attending.

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


  • Job / Modeling / Sponsorship Opportunities

    Jobs:
    We don't hire often but sometimes work will become available. Unless we are posting on our web site or social media about job opportunities, you can assume we are not looking.


    If you notice that we are hiring, you may submit your resume and references to us via email.


    Models:
    Modeling opportunity comes along more often and we will typically post these on our social media pages. If you apply to be a model, please provide your portfolio and be prepared to book your own shoots. Timeliness and professional attitude are a must!


    Sponsorship:
    Organizations or individuals who have sufficient reach or followers may apply for forms of sponsorship. When applying please let us know about your organization or followers.



Ordering

  • What forms of payments do you accept?

    If you have an account, remember to log in before checking out to receive Paw Points for your order!


    Paypal: 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 that the order will be shipped to. You will then be sent to Paypal where you can complete your payment.


    Credit Card: 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 and billing information where prompted.


  • What is my Order Status?

    The Order Queue: When orders are placed with us, they go into a production queue. If you have an account with us (and are logged into your account when you place your order) you will be able to see the current status of your order in the "My Orders" section. At the time your order is checked in, your order will go from "PARTIAL" to "RECEIVED" (in queue for production). When your order is in production, the status will update to "IN PROCESS".

    Shipping & Notification: When we ship, we will update the status of the order to "SHIPPED" and add tracking information as well as email tracking information to you.

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

    Since our products are handcrafted, 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 $150

    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.


  • Where To Buy Pawstar Gear

    Pawstar.com:
    The best place to purchase your Pawstar® gear is directly from pawstar.com (you're lookin' at it, bub!)


    Convention:
    If you want to check out our products in-person, you can purchase retail from us at the many conventions and trade shows that we exhibit throughout the year (See our Tour Schedule for the most up-to-date information).


    Authorized Resellers:
    Retailers who are authorized to carry Pawstar® brand merchandise include (alphabetical):

    • Hometown Comics
    • The Wizard's Wagon
    • ...and more!


    Online Marketplaces:


  • Do you ship products outside the USA?

    Yep! Though are a few countries that we do not ship to. To find out shipping rates for your country just add items to your cart and use the shipping estimator 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.


  • Paw Points Reward Program

    What are Paw Points?
    Paw Points are reward points that you receive whenever you place an order while logged into your account on pawstar.com. You can redeem these points for awesome gear, downloadable content, and more!

    You receive 10 for every $1 spent. The new points become available after the order is checked in (usually the next business day) and rewards can be added to your shopping cart from the "My Rewards" section of your account.



Privacy & Security

  • 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


Product Information

  • Product Sizing

    Sizing for our products is listed on the product's page. Our products tend to run "as expected" and proper use of the sizing charts as well as a flexible tape measure should give you the information you need. If you are unsure, please contact us.


    Certain products we manufacture are "One-Size-Fits-Most" and other products are sized (usually from XS-XL) however we make all kinds of sizes if you place a Custom Order, so don't worry, we have you covered. (literally!)


  • Product Care & Feeding

    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. Fleece items are hydrophobic and dry very quickly on their own. There is no need to put fleece in the dryer, just hang them and allow to dry.


    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. Faux fur is made of thin strands of acrylic and is easily damaged by heat. For best results we recommend hang drying these articles.


    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:
    Rinse with lukewarm water and hand soap and pat dry, then wipe the surface clean with a microfiber lens cloth as needed.


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


  • Do you offer your products in child sizes?

    Yes! Please find our selection of these items at Pawstarkids.com


  • Do you accept custom orders / commissions?

    Availability:
    We currently only accept custom orders from January through April of each year. During that time you may request a custom order by one of the below methods.


    "Get It Custom" Button on the Product Page:
    When available, click the "Get It Custom" button on the right side of the product detail page and you will be brought to our contact page. Describe how you would like the product altered and send us a message. We will reply with questions that will help us make the best product for you. When you receive a reply via email you will have a custom cart we built just for you! Just click the provided link and check out with your items or even add more if you like!

    Simple changes (color swaps, sizing up or down) cost just a little bit while more complex requests (custom embroidery, material swaps, etc.) will cost more yet.


    Custom Commissions:

    Send us an email through the contact page 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 production time.

    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 do not currently manufacture fursuit heads. 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.


    Request Descriptions:
    Please feel free to reference our swatch page to get an idea of the types of materials that we work with. If possible, please reference materials by their proper names (i.e. OR Monster Fur). We only currently work with in-house materials at this 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"

  • Warranty Information
    Pawstar® proudly offers a Limited Lifetime Warranty* on all of our branded products that bear the Pawstar® logo and are fully manufactured at our Racine, WI headquarters.

    What this means to you:
    If there is a defect in the product that occurs during reasonable lifetime usage (not resulting from misuse, abuse, or lack of proper care) then Pawstar will perform repair work or provide a replacement of equivalent value.

    Cost:
    You pay the shipping costs to return your items to Pawstar®. We will cover the cost of the repair/replacement as well as pay for the cost of the return shipment.

    What product is covered?
    Items 100% produced by Pawstar: E.g. Shrugs, Animal Eared Hoodies (bearing our product tag), Kigu's, Skirts, Arm & Leg Warmers, Headband & Clip-In Ears, Paws (both hands and feet), Tails, Leather Collars, Cuffs, and Belts, Cute Bits, Fleece and/or Fur Hats, and Electronics (please note that Electronics carry a 1 Year Warranty instead of the standard Lifetime Warranty).

    What is NOT covered?
    Items Modified or Resold, not bearing the Pawstar® logo such as: All Goggle Frames, Cyber Masks, Printed T-Shirts, Hoodies, Enamel Pins, Knit Scarves, Leggings, and Panties.

    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 refusal at our sole discretion.

  • Ordering Materials

    We have DIY crafting supplies available! Check it out under the Supply section.