FAQ
Products & Services
Products & Services
Who is TLC Paws & what do you do?
At TLC Paws, we celebrate the unique and special bond between pets and their humans. We strive to create heartfelt, personalized products that honor the love and joy our pets bring to our lives. We are dedicated to delivering quality and care in every item, helping pet lovers cherish their furry family members in meaningful ways. Our mission is to inspire a world where every pet is celebrated, and every moment is treasured.
What types of custom products do you offer?
We offer a variety of custom gifts and quality products for pets and pet lovers, including personalised pet bowls for dogs and cats, custom blankets, pet bandanas, drinkware, beach towels, puppy collars and leashes, custom t-shirts and embroidered crewneck sweatshirts, pet ID tags and special seasonal items including custom pet lover Christmas ornaments and Halloween-themed pet products. We are always adding new and exciting items to our collection, with new styles added every week!
How do I personalise an item?
We offer personalization on most products to deliver a unique, customised item and special tribute to your beloved pets.
For customised products, you'll see a section where you can add your pet’s name, a custom message, or even upload a photo, depending on the item.
Speak to us about customised solutions, we're here to help!
Sizing - How do I know what size to buy?
We offer a variety of sizes to suit different shapes, breeds, pets and requirements. On every product page you'll find a Size Guide for that particular item with all the measurements you need, and how to measure. You can also find our size guides under Size Charts.
If still you're unsure, reach out to us! We're happy to help
How do I take care for my custom products?
On every product page you'll find Care Instructions for that particular item.
- For apparel and blankets, we recommend washing in cold water and air-drying to ensure longevity of your custom shirt or sweatshirt. Do not bleach or iron directly on print.
- Mugs are microwave and dishwasher safe, but hand washing will extend the life of the print.
- For pet accessories, we suggest spot cleaning with mild soap and water to keep them looking their best.
- Gently wipe ornaments and pet ID tags with a clean, dry microfiber cloth.
- We recommend handwashing pet bowls for longevity of the print and in case you forget to remove the rubber base prior to placing in the dishwasher!
Do you offer gift cards?
Yes, we sure do! Our gift cards make the perfect gift for any pet lover. You can purchase them in various amounts, with no expiration and easy online redemption. Gift cards are instantly delivered via email with instructions on how to redeem them at checkout.
What payment methods do you accept?
We accept all major credit and debit cards, as well as PayPal and Shop Pay. Our website is fully secure, so you can shop with confidence.
Shipping & Processing
Shipping & Processing
What is your Shipping Policy?
We ship worldwide and offer a Flat Rate Shipping Fee. Shipping rates and delivery times vary based on your location and these can be found under Shipping. You will also be able to see the shipping options available for your country at checkout.
Please note, we are not responsible for customs duties and fees which may apply in some international shipments.
How long will it take to receive my order?
All our products are custom-made as soon as you place an order, which is why it takes us a bit longer to deliver it to you. Shipping times vary depending on your location, however our global partners enable expedited shipping services wherever you are.
We ask that you allow up to 2 weeks for your order to be delivered - in some cases up to 5 days.
GENERAL SHIPPING TIMELINES -
AUSTRALIA & NZ - We estimate orders to arrive within 1-2 weeks from the date of purchase for t-shirts, sweatshirts, mugs, pet bowls, blankets, collars and leads. Up to 3 weeks for Bandanas, Pet Tags and Ornaments.
USA - We estimate orders to arrive within 1-2 weeks from the date of purchase for all products excluding Pet Bowls, Collars & Leads, which may take up to 3 weeks to be delivered.
UK & EUROPE - We estimate orders to arrive within 1-2 weeks from the date of purchase for t-shirts, sweatshirts, mugs, blankets. Up to 3 weeks for Pet Bowls, Bandanas, Pet Tags, Ornaments, Collars & Leads.
CANADA - We estimate orders to arrive within 1-2 weeks from the date of purchase for sweatshirts, mugs, throws. Up to 3 weeks for Tshirts, Bandanas, Pet Tags, Ornaments, Collars & Leads.
JAPAN - We estimate orders to arrive within 1-2 weeks from the date of purchase for sweatshirts, mugs, throws, Collar & Leads. Up to 3 weeks for Tshirts, Bandanas, Pet Tags, Ornaments.
SINGAPORE & HONG KONG - We estimate orders to arrive within 2-3 weeks from the date of purchase for all items.
REST OF THE WORLD - We estimate orders to arrive within 3-4 weeks from the date of purchase for all items.
Please note: You may experience longer shipping times during peak holiday seasons - in some cases, potentially up to 4 weeks depending on where youre located.
Why hasn’t my tracking information updated?
As soon as your order is ready to ship, we’ll send you a tracking number so you can keep an eye on its journey to you. Tracking information can take 1-3 business days to become available after shipment.
If it's been more than 3 business days and you still don't see any updates, please reach out to us, and we’ll be happy to assist.
Why did I receive only part of my order?
If you’ve ordered multiple items, they may be shipped separately to ensure faster delivery. Some of our products are shipped from different locations or require additional production time. Don’t worry—any remaining items are on their way! You will also not be charged additional shipping for seperate deliveries.
Please note, you will also receive separate tracking information for each shipment. If you have any concerns, feel free to contact us.
Why is my order taking longer than expected?
While we strive to meet all estimated shipping times, delays can occur due to factors outside our control, such as carrier delays, customs processing for international orders, or high order volumes during holidays. If your order is taking longer than expected, please reach out to us, and we’ll look into it for you!
Can I make changes to my order after placing it?
We start processing orders for production as soon as they are placed, but if you need to make any changes, you must contact us within 45 mins of placing your order. We’ll do our best to accommodate your request if the order hasn't been sent to production yet.
Do you offer local pickup?
At this time, we do not offer local pickup. All orders are shipped directly from our warehouse to your chosen address.
Will I have to pay customs duties or taxes?
Depending on your location, your order may be subject to customs duties or taxes, which are determined by your country’s customs office. These fees are the customer’s responsibility and are not included in our product or shipping prices. Please check with your local customs office for more information.
What happens if my package is lost or damaged during shipping?
If your package is lost or arrives damaged, please contact us as soon as possible. We will work with the carrier to resolve the issue and ensure that you receive a replacement or refund.
Can I expedite my order processing time?
Unfortunately, we cannot expedite the production time as all our products are custom-made. We work hard to process orders as quickly as possible with most items taking 1-3 business days to produce.
Returns & Exchanges
Returns & Exchanges
What is your Returns Policy?
As all our products are custom-made, just for you, as soon as you place an order, we do not offer returns or exchanges for change of mind. Please ensure to refer to our Size Guides for corresponding items before finalising your order to ensure the correct fit. We DO however, have a Satisfaction Guarantee, and in the unlikely event that you encounter any issues, damages or defects with your order, please contact us within 7 days of receiving your item and we will rectify the issue immediately, either by sending a replacement or offering a refund where applicable.
For non-custom items, we accept exchanges within 14 days.
What should I do if there is an issue with my order?
We’re terribly sorry for the inconvenience! Your satisfaction is our priority and we’re here to help.
Should you encounter any issues with your order—whether it’s a wrong item, a defect, or something missing—please contact us within 7 days of receiving your order. Be sure to include images, along with your order number and details of the issue. We will arrange for a replacement or refund as quickly as possible, where applicable.
Can I exchange on non-custom items?
As all our products are custom-made to order, we do not offer returns or exchanges for change of mind. For non-custom items however, we offer a 14-day Exchange Policy. Items must be returned in their original condition for a credit note.
Please contact us before sending the item back to receive return instructions. Note that shipping fees are non-refundable, and the customer is responsible for return shipping costs.
Please ensure to refer to our Size Guides for corresponding items before finalising your order to ensure the correct fit.