FAQs
If you still need help then please contact us at cs@pawemb.com. Our agents will review your request and get back to you within 24 hours.
Product & Design
How do I request a new idea/option?
We are constantly working on giving you the best possible product. If you have a suggestion for what we can do to become much better, please share your idea with us!
To submit a new idea/option, please Create a ticket Idea/Option Suggestion via Contact Us. You can also attach some supported images for reference. We would love to hear from you and we want to know what you want to be able to buy at Pawemb!
Does the shirt shrink after the first wash?
Our Shirts are made of heavy cotton and polyester tends to shrink slightly after the first wash. If you want to wear it loosely, you may consider ordering a size up.
Where can I find the size guide?
There should be a size guide button right above the size options in the product page for your reference. Please reflect the size guide on your true body measurements instead of selecting the size just because it's the one you usually go for from other clothing sites.
Are your products true to size?
Our products are committed to our size guide, with a variation of 1 inch at maximum. Any deception larger than 1 inch should be considered defective so please file for a claim.
And while you may be a regular Medium, you should still review the size guide for the length and width of a Medium to see if these are your actual measurements.
Ordering process
How do I use my discount code?
In the event that the discount code hasn't already been applied automatically to your order, there should be a "Discount code" box showing up during check-out for you to manually type the code in.
What should I do if I had forgotten to enter my discount code?
If you had forgotten to apply a discount code that was offered to you, you can contact our Support team at cs@pawemb.com. Our team will respond to you promptly!
Can I use multiple discount codes on a single order?
Discount codes don't stack. If you already use the 10% discount, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.
Why have I not received an order confirmation?
If an order was placed and processed successfully, you should have received an automated order confirmation via email. Please check your Spam/Junk mailbox again if you do not see any email in your inbox.
If you checked your Spam/Junk mailbox and still did not receive the confirmation email, we recommend you to Contact Us so we may investigate this for you.
Can I see a preview of my order?
Kindly go to https://pawemb.com/ and choose your preferred item. Please choose your preferred design and personalization. Once done, please scroll down at the bottom part of the page to see the preview button.
Modify/Cancel order
How can I cancel my order?
You will have within 06 hours after placing an order to cancel your order.
Please include your order ID and a reason for your cancellation as we’re always looking to improve.
To cancel an order, please contact our support team via Contact Us.
After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/canceled.
How can I modify my order?
You will have within 06 hours after placing an order to modify your order.
Please request Change product sizing/color or Change artwork/text and provide your order ID with detailed information via Contact Us. We'll do everything we can to accommodate your request. But please bear in mind that we cannot change an order once it has entered into production.
After this timeframe, the order is locked for processing and no information including product or shipping address details can be modified/canceled.
How can I change my shipping address?
If the shipping address on your order is incorrect, please get in touch with our support team as soon as possible so that we can make our best effort to request a shipping address change with our fulfillment center. Please request the option "Modify my order detail" via Contact Us. Please keep in mind, you can change the shipping address within 12 hours of placing the order.
Can I change my billing address?
The billing address cannot be changed once the order is put in. Please rest assured that as long as the shipping address is correct, the order will be delivered to you.
Why did you cancel my orders?
If you have made several orders and received emails stating that all have been canceled, please rest assured that all of them have been combined into one merge order for better supervision and will be processed as usual. This, however, doesn't equal reduced shipping fee or a discount price.
Delivery & shipping
When will I get the tracking number?
The tracking number should be sent to you via email as soon as the order is ready to ship. If you don't see new updates in the tracking for a while (14 days), please feel free to lodge a ticket via email cs@pawemb.com. We will look further into the issue and get back to you in a timely manner.
Can I request a specific carrier/shipping provider?
We connect with many vendors across the U.S., so depending on the locality as well as the vendor's choice, different carriers will be used. For example, if a USPS carrier has more facilities and resources in a certain state, then the vendor of that state will choose to use USPS for the fastest and most convenient delivery. In general, there will be many reasons to decide which carrier to use and cannot be chosen by the customer.
How do I track my shipping status?
You can track your order shipping status here: Track Your Orders
You can either track your order information with your email + the full name under the order or the tracking number of the order. Please note that tracking information will only show up once the order is shipped out. If it hasn't been shipped yet, the page will likely be blank. But no worries, your order will be on its way soon! If no new updates are shown after a while, you are encouraged to contact our Support team via email cs@pawemb.com.
Do you provide expedited shipping?
We only offer standard shipping service at the moment which should be aligned with our shipping policy. Please find more about our shipping info here: Shipping Infor
When will my order process and ship?
Your order should be processed as soon as it's confirmed. The processing time can be seen in each product page so please make sure the information is reviewed with great attention. You can check out more here: Shipping Infor
You will receive a shipment confirmation when your order has been dispatched from our warehouse. The email contains your tracking number and a link where you can follow the progress.
Why doesn't the tracking status show no updates?
If the tracking information for your order hasn’t been updated in several days. Here are some reasons behind tracking information may not be updated:
- Holiday Rush
- Delay on the part of the carrier
- Weather Conditions
- Packages are not scanned at intermediary stops
So it looks like nothing is happening. Other times, it's just the carrier running behind. It happens from time to time so we sincerely hope for your understanding and patience. If the lack of updates drag on for more than 2 weeks, please feel free to lodge a ticket via Contact Us. We will look further into the issue and get back to you in a timely manner.
How much does shipping cost within the US?
The shipping fee may change from time to time depending on our margins, the package weight and the shipping destination. Also, an extra charge will be imposed with each item added. Please make sure to check the shipping fee at check-out carefully.
How long does the delivery take?
The delivery time should stay in line with the time frame shown on the product page. You can find out more here: Shipping Infor
I haven't received all of my items yet. Is there a problem?
Different lines of products may be fulfilled in different locations so split packages are not unusual. The tracking links corresponding to each package should be sent to you as soon as the packages are shipped out so no worries. However, if the emails indicate that all items have been delivered but certain item(s) are missing, please feel free to lodge a ticket via email cs@pawemb.com. We will look further into the issue and get back to you in a timely manner.
I’ve placed an order with multiple items recently, can I combine them into one package to reduce shipping fee?
If you mean to say that all items were included in one order, then the shipping fee will be determined based on the total weight. If you have made multiple orders then please be informed that the shipping fee cannot be reduced as each order will be processed respectively.
I’m not from the U.S., do I need to pay any tax to receive my order?
We ship packages DDU (Delivered Duty Unpaid). Import duties and taxes for international shipments may be due upon arrival in the destination country by the receiver. The payment value depends on the total value of the package and varies by country. If this happens to your order, please kindly submit the bill to us, we will reimburse you the amount upon seeing qualified documents.
The tracking site says Delivered but I haven’t received my order yet.
Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. You may also need to check with your neighbors and family members in case they have misplaced the package. If none of the above works and the order still doesn't show up after several days, please contact our Support team via the Help button at the bottom right corner for more assistance.
I tracked down my order and the status says Return to Sender, what should I do?
Packages are usually returned to the sender when the address given is insufficient (wrong or doesn't have a secondary address such as apartment number if the customer resides in an apartment building, etc.) or when the customer is absent during several delivery attempts. If it's due to the former, we regret to inform you that you will not be eligible for our after-sale policy. Please contact our Support team if you wish for a paid replacement or a detailed analysis on the issue. If it's the latter, please kindly contact the local Post Office to see if the package is still stored there. If not, you may contact us here and our agent will look into this for you.
I moved before the order was shipped. How can I lodge a forwarding request?
We're afraid that our standard shipping package doesn't support forward requests. You may request the package to be held at the post office then retrieve it later but please note this settlement is between you and the P.O so if the package ends up being lost, we should not be held liable for the outcome or a replacement of the order.
The tracking site says Delivered to Parcel Locker. What does that mean?
The parcel locker is used for items that are too large to fit in an individual box (compartment) within the Cluster Box. A key will be left in the mailbox to be used as a parcel locker key. This key has a tag that indicates the parcel locker that contains the item. Insert the key into the correct parcel locker, and the mail piece can be retrieved. The key will remain in the locker once it is inserted.
The above information is extracted from USPS guidelines on how to collect packages left at parcel lockers. You can find out more here.
In case you cannot find any key inside your mailbox, we urge you to come in contact with the local Post Office for more instructions. The delay in your actions may result in the package being disposed of.
Why is my order left at a collecting point?
Sometimes when the delivery agent cannot find a safe place to leave your package or when they missed it while collecting their packages in the morning, they will leave you an absentee note with instructions on how and where to collect the package. You may also check the tracking link as all information should be updated there.
Can you prepare a gift card inside the package?
This is totally possible. Just leave us a note when placing your order
I am missing items from my order.
Sometimes items are split-shipped because they are manufactured in different facilities. You should be notified about this via emails. However, if the emails indicate that all have been delivered and you are certain some items are missing, please don't hesitate to Contact us and bring your concerns to our attention.
Where are your products from?
We would like to inform you that we have expanded our operations to serve customers beyond the United States. This expansion has necessitated sourcing products from various suppliers located in different regions. Despite this change, we want to assure you that our commitment to providing high-quality products remains unwavering.
Rest assured, the product you will receive is of the same brand as those made in the US and maintains the same exceptional quality that you have come to expect from us. Our dedication to ensuring your satisfaction remains our top priority.
Problem with order
How do I return an order?
All items at Pawemb are made after customers place orders so we cannot accept returns when the customers suddenly have a change of mind upon receipt. Pawemb, however, does stand behind our products and will offer replacement if the products are indeed defective, wrong or damaged. You only need to lodge a ticket with well-focused photos of the product(s) and we will review the claim immediately.
To change your order for reasons such as changing size, color, etc., you can consider the Insurance package attached to each product for a free exchange/return for any reason within the specified days.
What should I do if I receive a faulty product?
If you have received a defective/damaged product, please lodge a ticket with well-focused photos of the shipping label(s) and the product(s) via our email
When will I receive my replacement?
If a replacement is confirmed by our agents to be in the making, please rest assured that the production time should be the same with the original item. If it's been a while and you still haven't received the replacement, kindly Contact us.
How can I leave a review?
An email asking you for your feedback will be sent to your email inbox after the order is delivered so you are free to let us know how you feel about the product quality, the customer service and your experience overall. Or you can just visit the Product page, hit the Write a review button and let us know what you think. We hope you had a great time shopping at Pawemb :)
I received the items that are not as described.
Preview images may slightly differ from the real products due to file rendering process and the light of your monitor's display, thus, we sincerely ask for your understanding in case of minimal difference. Meanwhile, if you think the difference is unacceptable, please don't hesitate to Contact us and bring your concerns to our attention. And please don't forget to submit a photo of the product(s) as well.
Product Care Guide
How to keep the product in good conditions?
You may find instructions on How to care for your product(s)– and keep them for longer in the product description listed in each product page. If you think any piece of information is missing or confusing, please feel free to Contact us.
How to prevent my shirt from shrinking?
-
Read the label: The tag on the inside of the shirt will give instructions on how to properly wash and dry the shirt—keep in mind that just because the tag says that it’s ok to throw it into the dryer, doesn’t necessarily mean you should do so.
• Detergent: some detergents only work well in hot water so make sure you pick detergents that are specifically designed for cold water and washing T-shirts. Remember to use the right (amount of) detergent as too much will wear out your shirt before it's time.
• Washing: Wash inside out with cold water with similar colors using a gentle/delicate cycle. Consider investing in a mesh laundry bag just like how you protect delicate items in a mixed laundry load.
• Ironing: Only if absolutely necessary. Iron inside-out on the lowest setting. Try to move the iron as quickly as possible and avoid running it over the graphic prints or areas that don’t have any wrinkles.
• Drying: Remove the Shirt when it is still damp to the touch and hang dry in a well-ventilated area. Avoid any direct contact with sunlight. The UV rays that it gives off can fade the colors or crack the logo or design.
• No-Nos: Avoid using bleach and do not tumble dry or dry clean.
Payments
Is my credit/debit card charged as soon as I order a product?
Your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.
What payment methods do we currently support?
Credit Cards: We accept Visa, American Express, and Mastercard,
Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a prepaid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.
PayPal: PayPal allows customers to have a personal account linked to any bank account or credit card for easy payment at checkout. Customers may also consider the PayPal Pay in four feature, where you can choose to pay 25% of the order first at checkout and set up autopay to have the rest paid bi-weekly. This is in support of customers who love the products but may find it tough to pay all at once. And it's interest-free so why not?
My card was declined. What can I do?
You may try using a different browser, switching to Incognito mode or changing to another device even. If none of these works, our support team would be ready to assist you. Please Contact us. It does also help if you can attach a capture photo of the screen when the issue occurs.
When will I receive my refund?
A refund usually takes up to 10 business days to reflect on your bank account from the date it's issued. If it's still well within this time window, we would appreciate it if you wait a bit longer. If it's been a while and you are getting concerned, you may Contact us or with your bank or PayPal to see if there is any issue with the money movement of your account.
Subscription
How can I subscribe to your newsletter?
When you first visit Pawemb, there will be a pop-up window asking you to sign up for a discount price, please submit your full name and email to keep updated with our on-trend collections and promotions.
How can I unsubscribe to your newsletter?
If you find the constant updates from us bothersome, please hit the Unsubscribe button at the bottom of the latest email you receive from us, you will be led to a window where you will be asked to confirm your request, please hit Unsubscribe again. Meanwhile, we always love to hear more from our customers so let us know if you think we should stop flocking our customers with promotional emails.
