FAQ

Production & Shipping times

Many items that you may order will be made from scratch at the time you place your order. This is due to the fact that we are a small company with limited staff, so it is not always possible to keep every product in every color on hand. If the item is in stock we will have the item shipped out usually within 2 business days.

 

Estimated production times;

  • Non-Clothing (No embroidery): 1-3 weeks
  • Non-Clothing (With embroidery): 1-6 weeks
  • Clothing: 1-6 weeks

All Pawstar products are shipped via USPS standard Priority Mail. You will receive a email with tracking information when your item ships.

We do not offer express shipping, or alternative carrier options at this time.

Contacting Customer Service

Please be aware that some emails may be sent into your spam folder. Please check your spam before contacting customer service.

There are contact forms on all product pages, a chat widget in the right corner, or you may use the contact page. A team member will get back to you during business hours in the order in which your message arrived.

For questions about existing orders always contact the customer service team via the website, or marketplace on which the order was placed.

Be sure to include the full name, and email address that is attached to the order to speed up the process.

We DO NOT offer customer service via phone at this time.

★ Office hours ★
Monday - Friday 10AM - 5PM CT

 

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.  
 

★ 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 and black finish in many of our leather hardware pieces has a nickle component that some individuals may have a sensitivity to. If you have skin sensitivity please feel free to reach out to our customer service team about possible alternatives.



★How do you ship products?


All Pawstar orders with the exception of large bulk textile orders are shipped vie USPS Priority, or USPS international Priority. We do not offer express shipping, or alternative carriers at the time.





★ Do you ship outside the USA?


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. 





★ Do you offer discrete packaging?

All Pawstar products are shipped in standard USPS Priority packaging with no additional branding.



★ Do you accept custom orders/commissions?


Yes...sometimes! Pawstar opens a limited number of custom orders during select times during the year. We always announce these times on our social media, and email list.

We do offer limited customization year round related to accessibility, custom sizing, and simple color swapping. The Pawstar customer service team reserves the right to deny any customization request based on our teams current work load, or any other reason. Customized products will have an additional fee added for the labor and time required. This fee will be no less than $20, and will increase with each additional customization to the product. Custom items will not be combined, or included in any sale or promotion. Custom items may have a longer than average production time. Please contact the Pawstar customer support team with any question.

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.





★Where To Buy Pawstar Gear


You can acquire you your fill of fluffy furry Pawstar products online via Pawstar.com (obviously), our official Esty, official Ebay, or official Amazon shops.


We also sell at 35+ events per year around the united states. Check out our events page for a updated list





★ Interested in Jobs/Sponsorship/be a Influencer?


Jobs: Pawstar does not hire often, but if you feel like you would be a good fit, feel free to submit a resume by email careers@pawstar.com.
Sponsorship: If you are a convention, non-profit, or other entity please reach out to our customer service team with any requests.
Influencers: Pawstar does work with influencers on some occasions. We request that influencers who apply provide all social media links, and any details or requirements they have. We review all influencer applications and make our decision based on the products we are looking to promote, the relevance of the influencers audience, and the reach of the influencer.



★ Pawstar Limited Lifetime Warranty


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.


What product is covered?


Any products that is 100% manufactured by our own paws in our Racine, WI HQ! Examples: Ears, tails, paws, collar.


What is NOT covered?


Any products that is produced by a third party company, and branded or modified by Pawstar. Example: Printwear, knit scarves, enamel pins, goggle frames, cyber masks.


How to request a repair:


Message the Pawstar customer service team and 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.



★ 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 message with your FULL NAME and ORDER NUMBER via the website or marketplace on which you placed your order. We will try to work out a solution.

If the solution involves a return or exchange we will issue you a product return number and give further instructions on the process. A restocking fee may apply. The Pawstar team has the right to reject returns and exchanges based on condition of the product (see returns and exchanges section for more info).

Pawstar does NOT accept returns sent back without prior approval  by the Pawstar customer service team.





★ Returns & Exchanges


We accept returns or 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 returns and exchanges based on condition of the product. A restocking fee may apply.

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