Order help
Need help with an order?
Whether something's gone wrong or you just have a question, this is the easiest way to reach us.
Common questions
- • “Where is my order?” — check your inbox for the Stripe receipt and our confirmation email. If it's been more than 7 working days, contact us below.
- • “My flask arrived damaged.” — send us a clear photo of the damage and your order ID and we'll sort a replacement or refund.
- • “Can I change my shipping address?” — if your order hasn't gone into production yet, we can usually update it.
How to contact us
For now we're handling support via email so we can keep things personal and fast.
Please email support@purepawstudio.com with:
- • Your full name
- • The email you used at checkout
- • Your order ID (if you have it)
- • A short description of what you need help with
We aim to reply within 1–2 working days.
Order status
We're building a self-serve order tracking page. For now, the fastest way to get an update is to email us with your order details or reply directly to your confirmation email.
Tip: keep your Stripe receipt email handy — it contains the exact date and amount paid which helps us find your order quickly.