We process and dispatch most orders within 2 business days. Delivery time then depends on the shipping option you choose at checkout (see below). We currently ship to the United States, Canada, Australia, and the United Kingdom.

Yes — every order ships free with our Free Shipping option (12–21 business days). If you'd like it sooner, simply upgrade to Standard Delivery (8–12 days, US$10) or Express DHL (5–8 days, US$30) at checkout.

Yes. Once your order ships you'll receive a shipping confirmation email, followed by a tracking link. Tracking can take a few days to start updating after dispatch — that's completely normal. If it still hasn't moved after a while, just email us and we'll look into it for you.

Email us as soon as you spot the mistake — we can usually update it before your order ships. Once it's on its way, the address can't be changed.

For products with size options, you'll find the size details right on the product page — simply choose the size that best fits your pet before adding to cart. Not sure? Email us your pet's measurements and we'll help you pick.

Yes. We use nickel-free hardware, smooth rounded edges, and pet-friendly materials chosen for everyday comfort and durability — for tiny pups and big goldens alike. As with any accessory, please supervise your pet and check the fit regularly.

Materials vary from product to product — every piece is a little different. You'll find the exact materials for each item listed on its own product page.

Fabric items like bandanas and collars can be hand washed in cold water and air dried. Metal tags and jewellery just need a wipe with a soft dry cloth. Leather should be kept dry and wiped clean rather than soaked.

After you place your order for a personalized item, email your pet's name to help@pawinjoy.com — and for our hand-painted portrait pieces, a clear photo of your pet as well. We'll craft it to order, made just for them.

Your pet's name — engraved on ID tags and name plaques, or embroidered on bandanas and collars. For portrait necklaces, we hand-paint your pet's likeness from the photo you send. We don't engrave phone numbers, addresses, or any of your own contact details, so there's no need to send them.

A clear, well-lit photo taken straight on, where your pet's face fills most of the frame. Bright daylight works better than a dark room, and a plain background helps our artist capture the details.

Personalized and made-to-order pieces are typically dispatched within 5–8 business days. We always work to get them ready as quickly as we can, so it's often sooner.

Because they're custom-made just for your pet, personalized items can't be returned or refunded unless they arrive damaged or defective. Please double-check spelling before you send it to us — we make each piece exactly as submitted.

We offer a 30-day return policy on non-personalized items in unused, resellable condition. Please email us before sending anything back so we can give you the return address.

We're so sorry! Email us at help@pawinjoy.com within 48 hours of delivery with your order number and photos of the item and the packaging. We'll review it and get back to you within 24 business hours to arrange a solution for you.

Once we receive and check your return (usually 3–5 business days), we refund to your original payment method. Your bank may take another 5–10 business days to show it.