FAQ
Frequently Asked Questions
Answers about our custom felted pet portraits, apparel, perfume, and necklaces, including ordering, shipping and care.
Ordering and Customization
How does it work?
Choose your style and size, check out, and upload your photos. Your artist sends a preview for approval, then we ship.
Can I choose the size and pose?
Pick your style and size at checkout:
- Head Portrait: 5 x 5, 6 x 6, 8 x 8 or 10 x 10 in (square)
- Half Body Portrait: 7 x 5, 8 x 6, 10 x 8 or 12 x 10 in
- Charm: about 3, 4 or 5 in
You can choose the pose for full body pieces. Framed portraits and charms have a fixed pose.
Can you include my pet's fur or ashes?
Not at the moment.
Can I order more than one?
Yes. Many customers pair a charm with a framed portrait. Each piece is ordered separately.
Photos and Accuracy
What photos do you need?
3 photos are required: front, side and back. Add close ups of the face, markings and paw pads for the best likeness. Shoot in natural light at eye level, with portrait mode off. Old or blurry photos? Send them anyway, and we’ll tell you what we can capture.
Will it look exactly like my pet?
Close and recognizable, yes. Identical, no, since wool can’t capture every fine detail. If the likeness isn’t right at the preview, we keep working.
Do I see it before it ships?
Yes, and it’s free. Other studios charge up to $99, but your pet’s likeness matters too much to us. We send photos for approval and adjust until it’s right.
Materials and Safety
What is it made of?
Natural wool, felted by hand, with plastic eyes and a polymer clay nose. The clay is baked hard, so it won’t dry out or crack. Larger full body pieces may have a wire frame inside, and framed portraits come in a wood frame.
Is it soft? Safe for kids and pets?
No. Needle felted wool is firm, which holds your pet’s exact shape. It’s a display piece, not a toy, so keep it away from children and pets.
How long does it last and how do I clean it?
Decades, with care. Dust with a soft brush, never use water, and keep it out of sun, damp and heat.
Turnaround and Shipping
How long?
Framed portraits take 6 to 8 weeks and charms 3 to 5 weeks, starting when we confirm your photos. Shipping adds 3 to 5 business days.
Can you hit a specific date?
Add the date in your order notes and we’ll confirm in writing before we start. If we can’t make it, we’ll tell you upfront.
Where do you ship?
We ship within the US only, tracked by USPS, UPS or FedEx, and shipping is free on every order. International customers, please contact us first.
Refunds and Revisions
Can I ask for changes?
Yes, with unlimited free revisions until you approve the preview. Be specific, like “ears too high.” After approval and shipping, changes aren’t possible.
Can I cancel or refund?
You can cancel or change your order until we email you that production has started. After that, it can’t be canceled or refunded, since each piece is made from your photos.
What if it arrives damaged?
Email RoyalService@pawlaceusa.com within 48 hours of delivery with an unboxing video or photos of the damage and packaging. We review every claim and, once approved, offer a repair, replacement or refund.
How do I pick the right size?
Don’t go by XS, S or M alone. Our clothing is made for small dogs, so measure your pet’s neck, chest girth and back length, then match them to the size chart on the product page. Always pick a size slightly larger than your measurements, so it’s never too tight.
My pet is between sizes.
Size up. Our pieces run slightly small, and too tight rubs and restricts movement.
Will it fit my breed?
Deep chested and long bodied breeds like Dachshunds and Frenchies often fall outside standard charts. Email your measurements to RoyalService@pawlaceusa.com and we’ll tell you if it fits.
What is it made of and how do I wash it?
Materials are listed on each product page. Hand wash only and hang to dry. No bleach or ironing, but dry cleaning is fine.
Can my pet wear it all day or overnight?
No. Remove it when your pet is unsupervised, crated or sleeping, since clothing can snag.
My pet hates wearing clothes.
Start with a few minutes at a time, with treats. If your pet freezes, hides or bites at it, stop.
Can I return it if it does not fit?
Yes, within 30 days, unworn with tags on and no pet hair. Contact us first, and you pay return shipping. Your first size exchange is free.
Do you make custom sizes?
Not currently.
Is it safe for my pet?
Ours is made for pets, not adapted from human fragrance, by a supplier that serves pet brands in the US and Europe. For external use only, and never use human perfume on an animal.
How do I apply it?
One or two light mists onto the coat from 8″ to 10″ away, on the back or shoulders only. Never the face, ears, genitals, or any broken skin. Do not spray where your pet can immediately lick it off.
Should I patch test?
Yes. Mist a small area, then wait 24 hours and check for redness, scratching, or licking at the spot before using it fully.
Which pets should not use it?
Not for cats, puppies under 12 weeks, or pregnant or nursing dogs. Skip it if your dog has skin problems, allergies, seizures or breathing issues. Never use it on or near birds, rabbits, ferrets or other small pets. Not sure? Ask your vet first.
How long does the scent last?
Up to 24 hours, less on active or long coated dogs. We keep it light on purpose. A dog’s nose is far more sensitive than ours, and scents that last for days need a much stronger formula. Ours fades gently, so your dog is never overwhelmed.
Does it replace a bath?
No. It scents a clean coat. Spraying it over dirt or a skin infection masks a problem instead of fixing it. If your pet smells strongly between baths, see a vet.
Is this a collar? Can I attach a leash or ID tag?
No. It’s decorative only, so never attach a leash or ID tag. Use a proper collar or harness for walks and ID.
How do I size it?
Measure the neck and add two fingers of slack. Each necklace comes in one length plus a 3.94 in extender, listed on its product page.
Is it safe? Does it have a breakaway clasp?
It has a secure lobster clasp, not a breakaway clasp, so never leave it on unsupervised, especially on cats.
Can my pet wear it unsupervised?
No. Use it for photos and outings, then take it off before crating, sleeping or play.
What is it made of? Will it irritate sensitive skin?
Polymer clay, acrylic pearls and rhinestones, with plated hardware. Nickel free and lead free. Remove it if you see redness or scratching.
Can it get wet?
No. Remove it before baths, swimming and rain, and keep it away from saltwater and chlorine.
How do I clean it?
Wipe with a soft, damp cloth. For a deeper clean, use mild soap and a soft toothbrush, then dry fully and store away from humidity.
Is it too heavy for a small pet?
No. Our necklaces are super light, just 0.63 to 0.95 oz (18 to 27 g), so any dog can wear one comfortably.
Can I return it?
Yes, within 30 days, unused and in its original packaging. Contact us first, and you pay return shipping. Your first color exchange is free.