PawReset help
Everything you need to order with confidence. If your question isn’t answered here, email support@pawreset.com.au and include an order number where relevant.
1. Order status and tracking
Once your order ships you’ll receive a confirmation email with tracking where the carrier provides it. Because PawReset brings together made-to-order, personalised and partner-fulfilled items, an order may arrive in more than one parcel and separate items may have separate tracking. If anything looks delayed, email support@pawreset.com.au with your order number.
2. Personalisation and photo requirements
For Pawsonalised and 3D Studio items we work from the details and photos you provide. Use a clear, well-lit photo of your pet, as high-resolution as you have, with the whole subject in frame. Double-check names and spelling at checkout — personalised items are made to your brief.
3. Proof approval
For made-to-order personalised pieces we may send a proof for your approval before production. Please check it carefully — names, spelling, layout and photo crop — and reply to approve or request a change. We don’t start production on approval-required items until you’re happy.
4. Shipping and split deliveries
We ship Australia-wide. Orders that combine different product types may be dispatched from more than one location and arrive in separate parcels at different times — this is normal and there’s no extra charge to you for the split. Estimated timeframes are shown at checkout and in your confirmation. See our Shipping & Returns policy for full detail.
5. Returns, faults and cancellations
Your rights under the Australian Consumer Law always apply. If an item arrives faulty, damaged or not as described, contact us and we’ll make it right. Personalised and made-to-order items can’t be returned for change of mind once production has started, unless they’re faulty. To start a return or report a fault, email support@pawreset.com.au with your order number and photos where relevant. Full detail is in our Returns & Refunds policy.
6. Product care and safety
Care guidance is included with relevant products. For 3D Studio lamps and printed keepsakes, keep them out of prolonged direct heat and follow any included safety notes. If you have a question about a specific product’s materials or care, just ask.
7. Contact PawReset
Need a hand with an order or an idea? Email support@pawreset.com.au and include an order number where relevant. PawReset is based in Toowoomba, Queensland, and currently serves customers within Australia.