01Email Us

The fastest way to reach us is help@pawinjoy.com. A real person reads every message and we reply within 24 business hours (Monday to Friday).

There's no phone line — we're a small team, and email lets us give you a proper answer with photos and details rather than a rushed one.

02What to Include

To get you sorted in one reply rather than three, please include whatever applies:

• Your order number and the email address you ordered with.
• For personalization: your pet's name, and a clear photo of your pet if you ordered a hand-painted portrait piece.
• For a damaged or incorrect item: photos of the item and the packaging.
• For sizing help: your pet's breed and measurements — neck girth for collars, widest paw width for shoes.

03Before You Write

Some answers are already waiting for you, and they're quicker than an email:

• FAQ — shipping times, sizing, personalization, returns, and care instructions.
• Shipping Policy — dispatch times, delivery options, and what to do if a parcel arrives damaged.
• Return & Refund Policy — the 30-day window, what can be returned, and how refunds work.
• Your Privacy Choices — how to access or delete your data, and how to unsubscribe.

04Business Details

Paw in Joy is a brand operated by Hong Kong Xia Tusheng Trading Co., Limited, a company registered in the Hong Kong Special Administrative Region.

Email: help@pawinjoy.com
Response time: within 24 business hours
Business hours: Monday to Friday, excluding public holidays

For questions about your personal data, write to the same address and mark your email "Privacy Request" — see Your Privacy Choices for what we can do.