We want you to be happy with our products and services. If, upon receiving your products, you have any questions or concerns, send us an email with your name and Order Number and we will try to work out a solution. If the solution involves sending product back, We will issue you an RMA (Return Materials Authorization) number. This number Must be included on the returned packaging. If you are returning an item, it must be in brand new condition and may include a restocking fee.

1. We are away for up to a week while we attend conventions. Since 4/5ths of our entire crew leave the office, production on all orders stop during this time.
2. All of our products except for the goggle frames, base mask parts, and plain hooded sweatshirts are made 100% at our production facility. Because there is such a high demand for our products, we are not always able to produce them fast enough to satisfy said demand.

Standalone Lenses
Installation of these lenses is relatively easy, similar to our acrylic lenses. Be careful not to place too much pressure on the components. Also, do not over-tighten the lens cap.

Wired LED Lenses
We have prepared a tutorial for the installation of these components. It is not complete yet and we will post it as soon as possible.

If you will be going to a convention that we will be attending, you may request for us to bring specific product for you to purchase at the convention. Just email us with your name and the product you would like for us to bring.

We do our best to try and bring Will-Call requests but cannot always guarantee we will be able to bring them.

Please be sure to give us at least two weeks notice if you can.

If you would like us to hold a will-call item for you to pick up, we may charge a deposit at our discretion. In any case, we will not hold items any longer than Sunday at Noon and any deposits that may have been paid on these items will be considered forfeit.

When you arrive at the booth, inform one of our sales staff that you are picking up a Will-Call order and your name so we can locate it.

We make the best attempt to make all of our products "One-Size-Fits-Most"

For the most up-to-date sizing information on our products, please reference this page.

If you feel these sizes will not fit you comfortably please email us prior to making your order so we can better serve you.

For Fleece:
To keep your fleece looking best, wash using cold or lukewarm water and powdered soap and allow to drip dry. If powdered soap is not available, you may use liquid soap, but be sure to add it to the water and not directly to the fleece.

For Furs:
Try your best not to get the fur dirty. If you do have to wash it, hand wash with a gentle soap (such as Woolite^©) and allow to drip dry. It is very, very important that you do not attempt to dry fur in a dryer. It will metamorphosize your fur, and not in a good way. =^-.-^=

For Leather:
If the surface is dirty, rinse with clean water and wipe excess water away with a dry cloth. Make sure leather dries completely so it will not mold. Leather shine products can also be used to renew surface luster.

For Acrylic:
Use lens cloths for glasses, mild soap and water or a microfiber cloth to wipe clean, as needed.

For Electronics:
Avoid contact with excess moisture or liquids. Be gentle when making adjustments or handling moving parts.

We do, but only as a commission. If you would like to get one made, please email us with the hat style you would like made and, if possible, a crown (circumference) measurement of the child's head. We do not offer commissions for infant hats or extra warm (earflaps and/or straps) at this time.

You bet! Prices may vary depending upon the intricacy of the project.

Please be as specific as possible when describing what you would like your commission to be. We love reference pictures and lineart if you have it, and quotes are always free.

Also, commission orders are in a separate queue than our standard work order and as such, may take longer to complete. If you have a question about approximate production times, or need the commission piece for a specific event, please let us know well ahead of time.

Note: We currently do not offer clothing or fursuit pieces, or partial pieces such as heads, paws, or hindpaws. Also, if your project involves multiple pieces, or pieces that are not similar to what we currently make, it is likely to cost more and have an increased production time.

If you are interested in commissioning a custom order, send us an email and tell us what you would like. We will reply to you with a detailed breakdown of the project, questions (if we have them) and an estimate of pricing and, if possible, production time.

PAYPAL and MONEY ORDERS.

Paypal Instructions: If you wish to pay with Paypal, make your product selection and check out.
When you are prompted for payment type, select [Paypal] and fill out your name and the country you wish the order shipped to . You will then be sent to paypal where you can complete your payment.

Money Order Instructions: If you wish to pay with a Money Order, make your product selection and check out.
When you are prompted for payment type, select [Money Order] and you will be shown
a page where you can print out your order. Send that page to us along with your Money Order, made out to "Pawstar".
We will email you upon receiving your order, just be sure to supply us with a valid email address so we can confirm your order. Also, please *do not* send cash or a personal check.

In order to provide you with competitive prices and custom products, most of our products are made to order (i.e. made as we receive orders, rather than stocked in an inventory). The usual production time for orders can easily be found on the home page, the shopping cart, and other places. This time may differ depending on current order volume, holiday season, etc. Regardless of the time taken, you will be emailed when your order has been filled. Please don't email us asking when it will be done.

We only ask that you please be patient, the quality is well worth the wait.

We offer discounted shipping for orders over $100

Domestic Orders (United States, APO/FPO):
Type: USPS Priority Mail
Price: Starts at $5.50
Shipping Time: *Usually* 2-3 Days
We usually send our domestic items via USPS Priority Mail, which includes tracking services and fast delivery. If you require special handling (such as insurance) or a different shipping method, please email us prior to making your order.

Overseas/International:
Type: USPS International Priority
Price: Starts at $13
Ship Time (Canada): 1-2 Weeks*
Ship Time (UK/Europe): 1-3 Weeks*
Ship Time (Australia): 2-4 Weeks*
*These times are not the official USPS times, just what we have observed from customer feedback. These items usually require Air Mail. Due to the immense cost of insuring such orders, we typically do not offer insurance on these orders. If you absolutely MUST have insurance on an order, and you do not live in the United States, please email us prior to making an order so proper arrangements can be made.

Yep! There are very few countries that we do not ship to. To find out shipping rates for your country just add items to your cart and reference the "S/H (Canada)" or "S/H (Intl.)" to find out your rate.

Be aware that your country might charge you a customs fee to receive your product. The shipping costs stated on pawstar.com are what we are charged to ship items via USPS. Once they leave America they are subject to the laws of the country of destination.