1. What is Pawlinko?
Pawlinko creates custom pet keepsakes made from your pet’s photo. Each piece is designed to celebrate the bond you share with your pet and turn a meaningful moment into something personal, lasting, and made just for you.
2. What kind of products do you make?
We create personalized pet keepsakes, including embroidered items, printed gifts, relief-style pieces, custom accessories, home decor, and other photo-based pet products.
Each product may use a different production method, but all Pawlinko pieces are custom made based on the photo, design details, or personalization options you provide.
3. Are Pawlinko products printed or embroidered?
It depends on the product you choose.
Some Pawlinko items are made with real embroidery thread, while others may be printed, relief-style, or created using other custom production methods. Please refer to each product page for the exact material and production details.
4. What kind of photo should I upload?
Please upload a clear, bright photo of your pet. For best results, choose a photo where your pet’s face, eyes, markings, and expression are easy to see.
Avoid blurry, dark, heavily filtered, cropped, or low-resolution photos, as they may affect the final result.
5. Will my final product look exactly like the photo?
Each Pawlinko product is custom made based on your uploaded photo, but the final result may include artistic interpretation or simplification depending on the product type.
For example, embroidery, printing, relief work, and other production methods each have their own texture, color, and detail limitations. Our goal is to preserve your pet’s most recognizable features while creating a beautiful keepsake.
6. Will I receive a digital preview before production?
Digital previews are not sent by default under our Artist’s Trust Model. Our artists prepare each custom design using professional judgment based on your uploaded photo and selected product.
If you would like to review a preview before production, please request it in the Order Notes when placing your order. Additional processing time may apply.
7. What is the Artist’s Trust Model?
Our Artist’s Trust Model means that our team prepares your custom artwork based on the photo and details you provide, without requiring approval for every design step.
This helps us maintain efficient production while allowing our artists to make thoughtful adjustments for the best possible result.
8. Can I request changes after placing an order?
Please review your photo, product options, size, color, text, and personalization details carefully before checkout.
Change requests after the order is placed may delay production or incur an additional fee, especially if artwork preparation has already started.
9. Can I cancel my order?
Orders may be cancelled within 6 hours of purchase.
Cancellation requests made after 6 hours but before physical production begins will incur a non-refundable $25 USD Artist Fee. This fee covers the custom artwork preparation already started for your order.
Once physical production has begun, cancellations, changes, and refunds cannot be accepted.
10. Do you accept returns or exchanges?
Because each Pawlinko item is custom made and personalized, we do not accept returns, exchanges, or refunds unless there is a clear manufacturing defect or shipping damage.
We cannot accept returns for change of mind, dissatisfaction with artistic style, product-type limitations, customer-selected wrong size/color, or low-quality uploaded photos.
11. What if my item arrives damaged or has a manufacturing issue?
Please contact us within 24 hours of delivery with your order number and clear photos or videos of the item and original packaging.
If the issue is verified as a manufacturing defect or shipping damage, we will provide a one-time replacement at no cost. We do not issue cash refunds for defective items.
12. How long does production take?
Production time varies depending on the product type, customization details, order volume, and seasonal demand.
Some products may require additional preparation time, such as artwork processing, design adjustment, embroidery digitizing, printing, relief production, assembly, or quality inspection.
13. How long does shipping take?
Shipping begins after production is complete.
Estimated shipping usually takes 5–14 business days, depending on your destination and local delivery conditions. Once your order ships, you will receive a tracking number by email.
14. Do you ship worldwide?
We currently ship to selected supported regions only.
Available shipping destinations may vary depending on your location, product type, and checkout availability. If your country or region is not available at checkout, we are currently unable to ship there.
15. Are customs duties or import fees included?
No. Customs duties, import taxes, VAT/GST, or local handling fees, if applicable, are charged by the destination country or local customs office.
These fees are not included in the product price or shipping fee and are the responsibility of the recipient.
16. What if my package is marked as delivered but I did not receive it?
Pawlinko is not responsible for packages marked as “Delivered” by the carrier but not received by the customer.
If your tracking shows delivered but you cannot locate your package, please contact your local carrier, building reception, neighbors, or delivery location first.
17. What happens if I refuse the delivery?
If a customer refuses delivery or fails to complete customs clearance, no refund will be issued.
Because each Pawlinko item is custom made and personalized, refused shipments cannot be resold.
18. What if my uploaded photo is not suitable?
If our artists determine that your uploaded photo is not suitable for a high-quality result, we may contact you to request a new photo before production begins.
To avoid delays, please upload the clearest photo possible when placing your order.