Shipping & Returns
Shipping
Where do we ship?
We currently ship to the United States, United Kingdom, Canada, and Australia. Shipping is free on every order — no minimums, no codes needed.
How long does it take?
Every PawLocket is made to order. Here's the full timeline:
- Order processing: 1–3 business days
- Shipping (US & UK): 5–10 business days
- Shipping (Canada & AU): 7–14 business days
Please allow up to 13 business days for full delivery from the date of purchase.
You'll receive a tracking email the moment your PawLocket ships.
Need it by a specific date?
Email us at hello@paw-locket.com and we'll do everything we can to prioritize your order.
Returns
Our 30-Day Happiness Guarantee
We want you to love your PawLocket. If you're not completely satisfied, contact us within 30 days of receiving your order and we'll make it right — either with a full refund or a free replacement, at our discretion.
How to start a return
Email us at hello@paw-locket.com with your order number and a brief description of the issue. We'll respond within 1–2 business days with next steps. Please do not send any item back without contacting us first.
Once your return is received and inspected, your refund will be processed to your original payment method within 3–5 business days.
Eligibility for refund
To be eligible for a refund, your PawLocket must meet one of the following conditions:
- The item arrived damaged or defective
- The item received was not what you ordered
- The item has not been used (no fur has been inserted into the chamber)
Because the PawLocket is a personal keepsake designed to hold your pet's fur, items that have been filled cannot be returned for hygiene and personalization reasons. If you are unhappy with your filled PawLocket for any reason other than damage or defect, please contact us — we'll do our best to find a solution.
Damaged on arrival
Email us a photo at hello@paw-locket.com within 7 days of delivery. We'll send a replacement immediately at no cost to you. No need to return the damaged piece.
Exchanges
If you'd like a different design, contact us within 30 days. We'll arrange an exchange as long as the original PawLocket is unused — no fur inserted yet.
Order & Payment
How do I track my order?
You'll receive an email confirmation right after purchase, and a tracking number the moment your PawLocket ships. You can also check status anytime by replying to your confirmation email.
Is checkout secure?
Yes. We use Shopify's encrypted checkout. We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, and Shop Pay.
Can I change or cancel my order?
Because every PawLocket is made to order, we begin processing within 24 hours of your purchase. Email us at hello@paw-locket.com as soon as possible and we'll do our best to accommodate your request.