Terms of Service

All core pieces, including vegetable-tanned leather pet portraits, engraved silver cuffs, and layered acrylic relief artwork, are handmade to order from your pet photos, engraving text, or specific sizing requirements. We carry no ready-made inventory.

Handmade tolerances: Sketching, cutting, relief shaping, swivel-knife carving, painting, and edge finishing are done by hand. A finished-size variation of ±2–3 mm is a normal characteristic of this work.

Vegetable-tanned leather: Natural grain, pores, and minor growth marks, as well as differences in how hand-mixed dyes and tannins are absorbed, are not defects.

Handmade silver: Slight marks left by forging, polishing, and bevel calibration are normal handmade characteristics.

Color: Device display settings and photographic lighting may cause small, reasonable differences between a preview and the finished piece.

We send an order confirmation email after you place an order and complete payment.

If design discussion is needed, such as line-art transfer or special engraving, production time begins on the date you finally approve the design in writing by email. We are not responsible for delays caused by a buyer’s late email response.

Orders enter the workshop queue in payment order. Leather work normally takes 10–15 business days; silver jewelry and acrylic relief art normally take 7–10 business days.

A rush order costs US$200 per piece and enters our VIP priority production queue.

Expected rush production is 3–4 business days before dispatch for silver or acrylic and 5–6 business days for leather. Once actual production has begun, the rush fee is nonrefundable unless a serious delay is our fault.

When you upload pet photos, references, or engraving text, you represent that you own those materials or have sufficient permission to use them.

Do not upload content that infringes intellectual property, likeness, or reputation rights, or that is unlawful, obscene, violent, or abusive. You are responsible for disputes arising from infringing materials you provide and for resulting losses to our studio.

Your pet reference photos are used only to design and make the piece for your order.

We may share photographs of the finished piece in our portfolio or on social media only after removing or masking personal information such as names, contact details, and shipping addresses. To decline public display, leave a note at checkout or tell us by email; we will keep the piece private.

Prices are based on US dollars (USD), or converted to your local currency by the checkout system. We may change custom-service prices at any time, but changes do not affect orders already paid for.

Compliant third-party payment gateways such as Stripe and PayPal process transactions using SSL encryption and PCI-DSS standards. We do not store sensitive card credentials.

Import duties, VAT, or customs clearance fees charged at the destination are the recipient’s responsibility. Custom goods are not refunded when a parcel is returned or destroyed because the recipient refuses to pay those charges.

Within 12 hours of placing an order, and before sketching has begun, you may contact customer care to request a full cancellation.

After 12 hours, if the artisan has begun transferring the design or cutting materials, the order cannot be cancelled or refunded mid-production.

Subject to applicable consumer law, personalized goods cannot be returned, refunded, or exchanged merely to change a style once production has begun or the item has shipped, except in cases of shipping damage or serious workmanship error.

For detailed eligibility, remake procedures after transit damage, and rules for standard non-custom accessories, see our Returns & Exchanges Policy.

The PawPal mark, visual identity, website and product designs, layouts, carving style, product photographs, vector artwork, and copy are proprietary PawPal intellectual property protected by applicable copyright and trademark law.

Without our express written permission, no person or third party may copy, resell, imitate, scrape, or use our website designs or craftwork commercially.

To the fullest extent allowed by law, this website and its handmade products are provided “as is” and “as available.” We do not owe a free remake for a cuff that is too large or small because of an incorrect wrist measurement supplied by the buyer; consult the Size Guide before purchasing.

PawPal is not liable for indirect, incidental, punitive, or consequential losses arising from use of the website or a purchase. Our total liability to a buyer will not exceed the amount actually paid for the disputed order.

We may update these terms as our business, workshop capacity, or legal requirements change. Updated terms take effect when posted on this website.

These terms are governed by the commercial laws applicable in the jurisdiction where our studio is registered. The parties should first attempt to resolve any service or product dispute through friendly discussion.

Questions about these terms or a custom order? Please contact us:

Customer care email: pawpal.petstudio@outlook.com

Service hours: Monday–Friday, 9:00–18:00 (GMT+8)