Frequently Asked Questions
Find answers to common questions
📦 Orders & Shipping
How long does shipping take? ▼
Standard shipping takes 5-10 business days. Custom products may require an additional 2-3 days for production before shipping.
Do you offer free shipping? ▼
Yes! We offer free standard shipping on all orders over $50 CAD. Orders under $50 have a flat rate shipping fee of $7.99.
Can I track my order? ▼
Absolutely! Once your order ships, you'll receive an email with a tracking number. You can also track your order on our Track Order page.
Do you ship internationally? ▼
We ship worldwide! Delivery times vary by location. Standard shipping typically takes 5-10 business days.
📸 Custom Products
What photo quality do you need? ▼
For best results, please upload high-resolution photos (at least 300 DPI or 1000x1000 pixels). Clear, well-lit photos of your pet's face work best. Avoid blurry or dark images.
How long do custom products take? ▼
Custom products require 2-3 business days for production before shipping. Total delivery time is typically 7-10 business days.
Can I preview my custom product before ordering? ▼
Currently, we don't offer previews before ordering. However, if you're not satisfied with the final product, you can contact us for a resolution.
What file formats are accepted? ▼
We accept JPG, PNG, and HEIC file formats. Maximum file size is 5MB.
↩️ Returns & Refunds
What is your return policy? ▼
CenPaw products are print-on-demand, meaning each item is unique and produced only once ordered. Because of this, we cannot accept returns or exchanges if you ordered the wrong size, color, or simply changed your mind. However, if you receive a damaged, defective, or misprinted item, we offer a free reprint or full refund within 30 days of delivery. Digital products are non-refundable.
I received a damaged or defective item. What do I do? ▼
Contact us at support@cenpaw.com within 30 days of delivery with your order number and clear photos showing the issue. There is no need to return the damaged product. We'll send a free replacement or issue a refund.
Can I exchange an item for a different size or color? ▼
Unfortunately, since all products are custom-made to order, we cannot offer size or color exchanges. Please refer to our detailed size charts before ordering. If you received the wrong item due to our error, contact us and we'll make it right.
💳 Payments
What payment methods do you accept? ▼
We accept all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and other payment methods through Stripe.
Is my payment information secure? ▼
Absolutely! We use Stripe for payment processing, which is PCI-DSS Level 1 certified. Your payment information is encrypted and never stored on our servers.
Do you offer coupons or discounts? ▼
Yes! Sign up for our newsletter to receive exclusive discounts and be the first to know about sales. We also offer coupon codes for special occasions.