FAQ
Frequently asked questions
A few quick answers about photos, previews, shipping, and support.
How does PurePaw work?
Upload your pet photo, choose a style, and preview your personalised bottle before checkout. Once you place your order, we prepare the design for production and ship it to you.
What kind of pet photo works best?
Clear, sharp photos with your pet’s face easy to see usually create the strongest result. Bright lighting and a front-facing photo tend to work best.
Can I preview my design before ordering?
Yes — you can generate a live preview on the site before going to checkout.
How long does production and delivery take?
Most orders are produced within 2–5 working days, then UK tracked delivery is typically 2–3 working days after dispatch.
Do you ship outside the UK?
Not at the moment. We are currently focused on the UK so we can keep quality and delivery times reliable.
Can I return a personalised item?
Because each PurePaw item is personalised and made to order, we do not accept returns for change of mind. If your item arrives damaged or there is a problem with your order, contact us and we’ll help.
What if my item arrives damaged or incorrect?
Email support@purepawstudio.com with your order details, a short explanation, and clear photos if possible. We’ll review it as quickly as we can.
How do I track my order?
Once your order has been dispatched, tracking details are sent to the email used at checkout. If you need an update before then, use our order tracking page to request one.
Still need help?
For order issues or general support, visit contact us. For status updates, visit track your order.