- Does Pawstar® use real leather?
- Does Pawstar® use real fur?
- What's my order status?
- When will my order ship?
- Can I track my order?
- Can I return an order?
- Do you take custom orders?
- Can I buy supplies?
- How do I know what size to get?
- Does Pawstar® do repairs?
- What conventions will Pawstar® be at?
- Is Pawstar® hiring?
- Is Pawstar® looking for sponsorship or modeling?
- Can I commission a fursuit?
- What are pawbits?
- Materials Used In Manufacturing
The type 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.
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.
- 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.
- Installation of Electronic 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) -
1. Fade Speed Control (A + B Type)
2. On/Off Switch
3. Pulse Speed Control (B Type Only)
4. Battery Clip (Batteries - #5558-CR1620
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.
- 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.
- 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.
- Where Is 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 have an account with us and (are logged in when you place your order) you will be able to see the current status of your order in the "My Orders" section. When we ship, we will update the order and add tracking information
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 $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.
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
Other than here, you can purchase retail from us at the many shows we attend throughout the year as well as our 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.
Privacy & Security
What information do we collect?
We collect information to provide a better shopping experience to our customers.
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.
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
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.
This policy was last modified on 11-15-2013
Contact Us Online or via Customer Service: 847-246-7623
- Product Sizing
We make the best attempt to make all of our products "One-Size-Fits-Most"
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
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.
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. =^-.-^=
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.
Use lens cloths for glasses, mild soap and water or a microfiber cloth to wipe clean, as needed.
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 contact us through the "Get It Custom" button on the product page. Please remember to provide us with measurements.
- 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 through the contact page or the "Get It Custom" button on the product 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.
- 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
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.
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.