FAQ

Shipping & delivery

How long does shipping take?
Orders are processed in 1–3 business days. Items that ship from a US warehouse (the cat water fountain, the grooming kit and the custom photo blanket) usually arrive 3–7 business days after that. The personalized dog harness is made to order and ships from our partner facility in China, with an estimated 7–14 days for delivery. Each product page shows where it ships from.

Will my order arrive before Christmas?
Order items marked "Ships from a US warehouse" by December 12, 2026 for estimated delivery by December 24. For the personalized dog harness, order by November 28, 2026 for the best chance of arriving in time, but because it ships internationally we can't guarantee Christmas delivery for it.

Do you ship outside the US?
Not at the moment. We ship to US addresses only.

Will I pay customs or import fees?
You shouldn't be asked to pay anything extra on delivery. If a carrier asks you for an import fee on a PawPop order, please contact us before paying.

How do I track my order?
You'll get a tracking link by email once your order ships. See our Track Order page for more.

Why did my order arrive in separate packages?
Items can ship from different locations. You'll receive tracking for each package.

Orders & payment

What payment methods do you accept?
The payment options available to you are shown at checkout.

Is checkout secure?
Yes. Checkout runs on Shopify's secure, encrypted platform, and we never see or store your full card number.

Can I change or cancel my order?
Yes, within 12 hours and before it ships. Personalized items go into production quickly, so contact us as soon as possible through our contact form.

Can I send an order as a gift?
Yes. Enter the recipient's address as the shipping address at checkout.

Returns & warranty

What's your return policy?
You can return eligible items within 30 days of delivery. Personalized items (the photo blanket and the name harness) can only be returned if they arrive damaged, defective or wrong. See our Refund & Return Policy.

My item arrived damaged or wrong. What do I do?
Contact us through our contact form within 7 days of delivery with your order number and a photo. We'll send a replacement or a refund.

Is there a warranty?
Yes. The cat water fountain and the grooming kit come with a 90-day limited warranty against manufacturing defects. See our Warranty page.

Products

How do I personalize my gift?
On the product page, upload your photo (photo blanket) or type the name (dog harness) before adding it to your cart. Items are made exactly as entered, so please check spelling and use a clear, high-resolution photo.

Which harness size should I choose?
Measure your dog's chest and neck and compare with the size guide on the product page. If your dog is between sizes, choose the larger size.

How do I charge the fountain and the grooming kit?
Both are rechargeable. Follow the charging instructions included in the box.

Still have a question? Contact us through our contact form.