i paid for express shipping, why hasn't my order shipped?
when you pay for express shipping at checkout, it means that your order will get to you faster once dropped off at the post office. it doesn't change how fast we create your order - that will depend on current processing times.
once your order is finished, it will be shipped via express and you will receive it in 1-3 business days.
our current processing time is currently 10-14 business days. if you need your package in a rush, we are typically very accommodating - feel free to reach out to us through email!
what is your cancellation / refund policy?
you may cancel your order up to 24 hours after placing it for a full refund. anytime after the 24 hours, you may cancel for shop credit due to all of our items being made to order! we apologize for any inconvenience.
how do i know what size to order?
please refer to our size guide. always measure your pup's neck before ordering. because our items are handmade to order, we cannot accept returns for sizing issues. if you are ever unsure or in between sizes, we are always happy to help and answer any questions that you may have!
do you accept returns?
unfortunately, no. because we make every item to order for your pup, we do not accept returns. make sure to measure your pup's neck and check out our size guides before purchasing!
however, in the rare case that you receive an item that has been damaged, you can contact us on our "contact us" page and we will get back to you about sending you a new item.
what is your exchange policy?
all exchanges must be done within the 48 hours after you package was delivered. product cannot be worn or damaged. you will be responsible for all shipping fees. we will only exchange a product for a sizing issue or if it arrives damaged.
i placed an order and forgot to use a discount code - am i able to use one now?
unfortunately not. it is very difficult on the back end of things for us to do this and keep track of discount codes unless they are used at the time of purchase. our model's 15% off codes are always available to use when placing an order.
why doesn't my product look identical to the one on the website?
all of our items are handmade to order. this means each product is unique and no two products will ever look exactly the same. products might have slight differences in the placement of patterns and designs due to the way our fabric is cut. if you want your product to include a certain part or have a pattern direction going a certain way, please reach out or leave a note at the time of checkout.
do you ship internationally?
yes! don't see your country on the list? - reach out to us! we are usually able to add your country to the list of places we ship to!
we unfortunately cannot control any customs or import duties that are applied to your package. the fees vary depending on country. to prevent yourself from any surprise fees, it's a good idea to contact your local customs office before placing an order.
please remember that international orders take a bit longer to get to their homes once they are shipped. once we drop your package off at our local post office, we cannot do anything to speed up the international shipping process.
can i wash my palms + paws co. products?
we recommend spot cleaning our products to get out light stains and dirt. we don't suggest washing our collars and leashes, as it could ruin the hardware; wash bandanas on cool when needed. spot clean only for bows and bow ties!
bandanas may wrinkle after wear - gently iron if needed.
can i use more than one coupon code?
no, you may only use one coupon code at a time!
our models have unique discount codes to share with their followers for a percentage off your purchase - check out our models in our instagram highlights! @palmsandpawsco
can you send me products in exchange for promotion?
no. - we unfortunately get this question a lot and being a small business, we can't afford to send out free products to people.
are you looking for models or brand ambassadors?
we are not at this time. we hold two model searches a year where we look for accounts that genuinely love and support our brand to join our team. models receive their own personal code to use for products, and a 15% off code to share with their followers! if you are interesting in representing palms + paws, keep your eye out for one of our model searches where you can apply!
do you do wholesale?
not currently but this is something we are interested in doing in the future!
can you participate in my giveaway?
as much as we would love to participate in all of the giveaways - we unfortunately can't. please do not take it personally if we turn you down, as we only have so many giveaways we are able to take on every month.
a perk of being a palms + paws model is that we will always participate in your giveaways if we are asked to.
if you are an account you messages us about sending you stuff for a giveaway and you don't follow us / interact with us, your message will be deleted.