FAQs

How does the personalization process work?
After placing your order, you’ll provide information about your dog and upload the photos we need to create your personalized pieces.

 What kind of photos should I upload?
We recommend uploading several clear, well-lit, high-quality photos of your dog. Don’t worry about choosing which photo goes on each item — our team will select the photo that works best for each piece to achieve the best possible result.

What is included with my order?
Each product includes different personalized pieces. You’ll find a complete list of everything included on each product page.

Is the letter really personalized for my dog?
Yes. Your letter is created using the story, personality, memories, and details you share with us about your dog, making every letter unique and personal.

SHIPPING

How long does shipping take?
Shipping typically takes 4 to 6 business days.

Do you offer free shipping?
Yes, we offer free shipping on orders over $50.

How can I track my order?
After your purchase, you will receive an email with your tracking number.

What happens if my package is delayed?
You can email us and we’ll get back to you within 24 hours.

RETURNS & EXCHANGES

Every product is carefully inspected before leaving our workshop. However, mistakes can happen. If you receive a damaged or incorrect item, please email us at store@pawlegacy.us and we’ll resolve it the same day, or the next business day if it’s outside working hours.

Can I return or exchange my item?
We do not offer returns. Exchanges are only available if the product has a defect or if you received the wrong size.

PAYMENTS & SECURITY

What payment methods do you accept?
We accept credit cards, debit cards, PayPal, and Shop Pay.

Is my payment information secure?
Yes. Our store is powered by Shopify, which uses SSL encryption and secure payment gateways to protect your personal and payment information. Your data is processed safely and never stored on our servers.