FAQs
Have questions? We have answers.
Instructions and product info
How do I use this?
How do I use this?
What size is the photo frame?
What size is the photo frame?
For the classic kit a photo sized to 3" x 3.75" will fit in the picture frame. For the large kit the size of the photo is 4.75" x 6.25". For both kit sizes the transparent plastic cover can be used as a guide to crop larger photos.
Will it break or crack over time like clay?
Will it break or crack over time like clay?
No, it will hold the impression and not crack, break or deform over time.
Will the sun harm the impression?
Will the sun harm the impression?
The sun won't harm the actual impression, but long exposure will discolor the impression material to some extent, as it does to any fabric or material that is directly exposed to sunlight. Photos placed on the lid will also get discolored by the sun.
Is there a shelf life?
Is there a shelf life?
No, it will never dry out or harden over time, nor does it need to be in a temperature controlled environment.
Can you take the impression material out of the kit and place it in a shadow box or frame of some sort?
Can you take the impression material out of the kit and place it in a shadow box or frame of some sort?
Yes, the impression material is held in place in the kit. We recommend sliding a thin hard edge to gently lift it out of the kit (a credit card was used successfully in the past). Gently hold the material to place in a shadow box or another frame.
What is the material?
What is the material?
It's not clay. It is a soft material that will not hurt the pet's paw or claws, as it is easily compressed and captures a precise impression every time. Once the print is captured, the impression becomes permanent.
Orders
What form of payment do you accept?
What form of payment do you accept?
All major credit cards, ACH payments, or checks.
How do I place an order, and future re-orders?
How do I place an order, and future re-orders?
The preferred method of re-ordering is to log into your account and place new orders, review your invoices/statements, or make changes to your account profile from there. Alternately, you can call 844-729-7250 or email to: support@pawpalorders.com.
How do I make a distributor account?
How do I make a distributor account?
Request a distributor account here.
How do I make an account?
How do I make an account?
Create an account here
How do I order a sample.
How do I order a sample.
Order a sample here.
Returns
What is your return policy?
What is your return policy?
1. **Returns for Incorrect Orders or Excessive Quantity:**
- Customers may request a return for products ordered in excess or if they ordered an incorrect item.
- Returns must be initiated within 30 days of the purchase date.
- Customers are responsible for covering the shipping costs for the return.
- Refunds or exchanges will be processed upon receipt of the returned item.
2. **Defective Product Returns:**
- In the case of a defective product, customers must provide images along with detailed information.
- Defective product returns should be initiated within 60 days of the purchase date.
- If the defect is verified, customers have the option for a replacement or store credit.
- This policy is applicable for a period of six months from the original purchase date.
Please note that all returns must adhere to the outlined conditions to be eligible for processing. For further assistance, contact our customer support team at support@pawpalorders.com