FAQ
How to personalize Products
Our products include a personalization tool for uploading photos, names, and dates. Custom inscriptions are welcome, indicate your preferences in the personalization box on the item page, or add a note at checkout.
Shipping Information
Processing time for most orders is 1-3 business days.
- Your items will be wrapped securely for shipping.
- Once your order has shipped, an email will be sent to you containing a tracking number.
- Please allow 24 hours for the USPS website to update the tracker.
Shadowboxes
Do I need to send my pawprint, collar, etc. to you to make the shadowbox?
Not at all! All of our shadowboxes open so that you can simply insert and arrange your items once you receive it.
Returns Information
If you are not satisfied with your order, please contact us, and we would be happy to help. If a mistake is made in your personalization by us, We will be happy to replace it at no cost. Due to the custom nature of your item, cancellations must be made within 24 hours of purchasing. If an item arrives damaged, we will replace it at no cost to you upon a photo of the damage within 24 hours of delivery.
Please note, certain types of items cannot be returned, like custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item. If a mistake is made in our (seller) part, we will make it right.
How can I trust your company if I've never heard of you before?
Based in Bourbonnais, Illinois, we're a small family-run business navigating the vast online marketplace. We understand the uncertainties of online shopping and invite you to connect with us for any inquiries, concerns, or special requests. Feel free to contact us via wagsandwillows@gmail.com or engage with us on social media. We're here to ensure your shopping experience is as personal and secure as possible.