Shipping & Orders

Where do you ship from and how long will it take to receive my order?

To bring you our unique designs, all Pawsonality orders are dispatched from our various studios in the US, Canada, and Hong Kong, depending on customer location. Standard tracked shipping to the US and Canada take 1-3 business days while Hong Kong orders are delivered within 1 day. You'll receive a tracking number as soon as your order is on the way.

How much does shipping cost?

Our shipping rates depend on location and value of purchased products. For our customers in the US and Canada, we offer free shipping on all orders over $100.

Can I change or cancel my order after it's been replaced?

We process orders quickly to get them to you as soon as possible. If you need to make a change, please contact us at info@pawsonality.co within 2 hours of placing your order. We will do our best to accommodate your request but cannot make guarantees after this window.

Returns & Warranty

What is your return policy?

We want you and your pup to be completely happy with your purchase. We accept returns of unused items in their original packaging within 30 days of delivery. To start a return, please contact our support team. Please note that return shipping costs are the responsibility of the customer.

What if my item arrives damaged or is defective?

We stand by our quality. If your order arrives with a manufacturing defect or is damaged in transit, please contact us at info@pawsonality.co within 7 days of receiving it, along with a photo of the issue. We will gladly arrange for a replacement or a full refund.

Do your toys have a warranty?

We offer the Pawsonality Promise on all our products. We guarantee our products are free from manufacturing and defects for 30 ays from the date of purchase. This promise covers issues like faulty stitching or a broken squeaker upon arrival.

However, please note that this warranty does not cover damage caused by chewing, rough play, or general wear and tear. No plush toy is indestructible, and we believe in being transparent about that. We design for enrichment and interaction, not for destruction.

Product & Care

How do I choose the right toy for my dog's play style?

We believe in matching the toy to your dog's unique Pawsonality. Our plush toys are designed for enrichment, nosework, and gentle, interactive play. They are perfect for dogs who love to sniff, solve puzzles, and carry their toys proudly. While made with durable materials, our plush toys are not intended for aggressive chewing or destructive play sessions. We always recommend supervised play to ensure the longevity of the toy and the safety of your pet.

How do I clean the plush toys?

Easy! We recommend hand washing with a pet-safe detergent in cool water. If you prefer to machine wash, please place the toy in a garment bag and use a gentle, cold water cycle. Always let the toy air dry completely before returning it to your furry friend.

What are your toys and bowls made of? Are they safe?

Absolutely. Your pet's safety is our top priority. All our plush toys are made from high-quality, non-toxic, and pet-safe materials, with an emphasis on using environmentally sustainable fabrics wherever possible. Our meal bowls are crafted from food-grade, BPA-free materials to ensure a safe and healthy dining experience.

Are the meal bowls dishwasher safe?

Yes, our meal bowls are designed for convenience and are safe for the top rack of your dishwasher.