Frequently Asked Questions

Thank you for choosing Pawmade Studio for your custom desgin! We are dedicated to providing you with high-quality, personalized products and a smooth shopping experience. Please review our store policies and FAQs carefully.

  • Custom keepsake for your love

    Turn your pet’s photo into a one-of-a-kind keepsake.
    Our artists create custom designs on apparel, ornaments, and more.

  • Shipping & Payment

    We ship across Canada, with orders processed in 2-3 weeks.
    Enjoy secure checkout and free shipping on orders over $128 CAD.

  • Returns / Refunds

    Your satisfaction matters to us — all custom designs are reviewed before production.
    Personalized items are eligible for returns only in the case of manufacturing defects.

Do you accept returns or offer refunds?

No. All Pawmade Studio products are custom-made and personalized, so we do not accept returns or offer refunds.

However, we do offer free replacements if there is an issue with your order.

When am I eligible for a free replacement?

You may qualify for a free replacement if:

  • Your package shows no tracking movement for more than 3 weeks, or significantly exceeds the estimated delivery time (with correct address provided)
  • Your item arrives damaged, faulty, or broken due to our factory or the carrier
  • Your order is significantly different from what you approved, such as incorrect customization details

Is there a time limit for replacement requests?

Yes. Replacement requests must be made within 30 days of delivery.

How do I request a replacement?

Please email us with the following information:

  • Your order number and the email used for the purchase
  • Clear photos or videos showing the issue
  • For customization errors: close-up photos of the mistake
  • For sizing issues: photos with a measuring tape or ruler visible

Once confirmed, we will send a replacement at no additional cost.

What is NOT covered by the replacement policy?

We do not offer replacements for:

  • Incorrect or incomplete shipping addresses provided by the customer
  • Orders where the issue is caused by customer error
  • Minor differences between the final product and images (such as color variations due to lighting or screen display)

Will the final product look exactly like the preview or photos?

Our products are handmade and customized, so slight variations may occur.

Minor differences (up to approximately 20%) in color or appearance due to lighting, screen settings, or handmade characteristics are considered normal and do not qualify for replacement.

What happens if my package is lost?

If your package shows no movement for more than 3 weeks, we will arrange a free replacement after verification.

Embroidery Disclaimer

Every piece is carefully hand-drawn, hand-digitized, and embroidered using the reference photo you provide. While we aim to capture your pet as true to life as possible, embroidery thread cannot match fur colours exactly.

Each portrait is an artistic interpretation of your photo, so it’s important that your reference image clearly shows your pet’s true colours—strong lighting, shadows, or heavy contrast can affect how colours are interpreted. For best results, please refer to the reference photo guidelines in the product listing.


To maintain depth and dimension, we layer in additional shades and details so the final embroidery doesn’t appear flat. Every piece is a one-of-a-kind creation, made with care and intention.

Will I see the design before production?

Yes! We'll send you photos of the test embroidery for approval before completing your order. You can request adjustments to make it perfect.

What types of pets can you produce?

We can do design for pets such as dogs, cats, birds, rabbits, hamsters, chinchillas and more! Unsure if your pet is suitable? Send a photo to info@pawmade.ca and we'll respond promptly.

Have Questions? Reach Out!