FQA

Got Questions? We've Got Pawsitively Purrfect Answers!

Welcome to the WillowPawArt FAQ page! We've gathered answers to our most common questions to help you create the perfect tribute to your furry friend. If you can't find what you're looking for, our dedicated team is always here to help at support@willowpawart.com.

The Customization Process

Q: How does it work? What are the steps?
A: Creating your custom pet masterpiece is an easy and collaborative process!

1. Choose Your Product: Browse our collection and select the item you'd like to customize (e.g., rug, T-shirt, figurine).
2. Customize & Upload: Select your desired specifications (like size or color), then upload your favorite pet photo directly on the product page.
3. Checkout: Add the item to your cart and complete your payment based on the final customized price.
4. Artwork Proof & Revisions: Our artists will get to work! We will then email you a digital proof of your artwork for your review.
5. Approve Your Design: You can request unlimited revisions until you are 100% happy with the design. Our team will work with you via email. Once you give your final approval, we move to production!

Q: What makes a good photo for customization?
A: Great question! For the best results, please provide a clear, high-resolution photo taken in good lighting. Make sure your pet's features are visible and not blurry. The better the photo, the more detail our artists can capture!

Q: Can I review my artwork before it's made?
A: Absolutely! Your satisfaction is our goal. After you place your order, we will create a digital proof of your artwork and send it to you via email for approval. We offer unlimited revisions and will not start production until you are completely satisfied with the design. Our team will communicate with you through email to perfect your artwork.

Orders & Shipping

Q: Where do you ship to?
A: We ship worldwide! We believe every pet lover deserves a beautiful custom keepsake, no matter where they are.

Q: How long will my order take to arrive?
A: Every piece is made-to-order with love and care. Here's a breakdown of the timeline:

• Artwork Proofing: This stage depends on how many revisions are needed. We move as fast as you do!
• Creation & Customization: Once you approve the final artwork, please allow 3–10 business days for us to create your custom product. This time varies depending on the item's complexity.
• Shipping: After the creation period, standard delivery takes 5–10 business days.

You'll get a tracking number the moment your masterpiece leaves our studio.

Q: How can I track my order?
A: As soon as your order ships, we'll send you a shipping confirmation email with a tracking link. You can click that link to see your delivery status in real-time.

Q: My package says "Delivered," but I don't have it. What should I do?
A: Don't worry, this happens sometimes. We suggest you:

• Check with neighbors or your building's reception.
• Look in any safe-drop locations (like a porch or mailroom).
• Wait one more business day, as packages are sometimes scanned early.
  If it still hasn't arrived, please contact us at support@willowpawart.com, and we'll help you sort it out.

Q: Can I change or cancel my order?
A: You can request changes or a cancellation at any time before you approve the final artwork proof. Once you have approved the design and it has been sent to production, we are unable to make any further changes or process a cancellation.

Returns & Satisfaction

Q: What is your return policy?
A: Your happiness is our top priority! However, because each item is 100% custom-made and approved by you, we cannot accept returns or offer refunds for change-of-mind.

Q: What if I'm not happy with the final product?
A: We stand by the quality of our work. The proofing process is designed to ensure you love the artwork before it's made. If the physical product you receive is damaged, defective, or does not match the artwork proof you approved, please contact us immediately.

Q: I received a damaged or incorrect item. What do I do?
A: Oh no! We are so sorry if that happens. Please email us at support@willowpawart.com within 7 days of receiving your order with your order number and photos of the issue. If the error is on our end (e.g., the product is damaged, we used the wrong photo, or it doesn't match the final proof you approved), we will create and send you a replacement at no extra cost.

Q: When will I receive my refund?
A: Refunds are only processed for approved cancellation requests made before artwork approval. Once we process the refund to your original payment method, please allow 3-7 business days for it to appear in your account. For product issues, our policy is to provide a free replacement.

Payments & Discounts

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, MasterCard, American Express), PayPal, Apple Pay, and Google Pay.

Q: I forgot to apply a discount code. Can you add it?
A: As long as your order hasn't shipped, we can often help! Please email us at support@willowpawart.com with your order number and the discount code, and we'll do our best to apply it for you.

International Customers

Q: Will I have to pay customs, duties, or taxes?
A: Yes, this is an important point. You, the customer, are responsible for any customs duties, taxes, or import fees levied by your country. These charges are separate from our shipping costs and are determined by your local customs authority. We recommend checking with your local customs office for an estimate before you order to avoid any surprises.