FAQ

You have questions?

Q: On average, how long does it take for you to complete and ship a custom order?

A: All our items are handmade and made to order just for you!  Our current creation time averages 3 to 4 weeks for most items.  Please let me know at the time of purchase if the item is a time sensitive gift.   We’ll be happy to work with you to ensure a timely delivery.

Q: What shipping method do you use?

A: We ship worldwide by the most economical way. Domestic packages are shipped priority with insurance and tracking.

International packages ship via USPS first class international mail. Should the actual shipping charges be less than the paid shipping charges, we will happily issue a refund via your preferred method of payment. Once an item is shipped via International First Class mail, we cannot guarantee travel time from origin to destination.

International customers can choose to have their purchase shipped via priority mail which includes tracking. Please contact us for priority rates and payment. USPS states that all international packages weighing over 4 lbs must ship via priority mail.

Our International customers are responsible for any import fees their country wishes to impose. Packages are sometimes held at Customs until they are cleared for delivery.

Q: Can I request a custom made product that’s not listed on the site and does that cost extra?

A: We listen to our customers and  welcome their requests and suggestions.  We’ll be happy to work with you to create an original product.  The price of a ChillyPaws creations is measured by the amount of material required and the type of fabric chosen to complete the project.

Q: Are smaller items machine washable?

A: All of our creations are machine wash and dry for easy upkeep and years of enjoyment. WE RECOMMEND WASHING IN COLD WATER ON A DELICATE CYCLE. TUMBLE DRY COOL OR AIR DRY. DO NOT WRING OR TWIST.  Remember NEVER to use fabric softener with minky and cuddle fur.

Q: Why should I do business with Chilly Paws rather than a competitor?

A: We listen to our customers and consider their suggestions.  Customer service mantles our business.  Without it, we’re just another pet product peddler.  Money is wonderful but a satisfied customer is the best  – it’s what gives us that fuzzy warm feeling.  We get so excited when a customer is pleased with their new purchase.  Our cart covers for instance…customer invariably write us to say how much they love the product and how well made it is.  They’re always surprised that we take time to add personal touches to each.

Q: What makes Chilly Paws products so unique and special?

A: We know dogs and cats. We have purchased a lot of inferior products over the years – pet blankets and beds that just didn’t hold up to daily use.  Those items ended up in the trash bin after a few washings.  We couldn’t find a dog bed that was machine washable, durable and plush – you know, the WOW factor meets EASY CARE – so we decided to create one ourselves.  We love well made clothes and fabrics that feel good next to your skin –  that’s what we researched and started using.

Our products have evolved over the years.  We include embroidered personalization on our Snuggle Sacks and blankets to give our whimsical side an outlet.  We listen to our customers and we consider their suggestions.  For instance, we were asked to create a Snuggle Sack with a “bed warmer” pocket  – it’s now a permanent listing in our shop

Q: Are there any guidelines for the embroidery?

A: While we encourage our customers to be creative in their choice of personalization, Chilly Paws wishes to maintain its “G” rating!  Offensive suggestions for embroidery will be rejected.

Donations – ChillyPaws champions the plight of animals large and small all over the globe with monthly donations to animal shelter/rescues.  Requests for donations are given serious consideration.  Each month, we donate a percentage of our sales to a rescue organization.

If you have any questions that are not covered here, please feel free to contact us.