Good questions
Everything you might want to ask.
Can't find what you're looking for? Write to us at woof@pawch.co, we'll always reply.
Most asked
How do I collect the fur?
The short answer is a pinch, about the size of a coin, brushed out during a normal cuddle.
Product
Product
What is The Pawch, exactly?+
A handcrafted, premium leatherette paw charm with an ultra-clear window that holds a small lock of your companion's fur. Polished silver hardware, ready to clip onto keys, bags, leashes, or collars.
Is this only for pets who have passed away?+
Not at all. Most Pawch owners carry it for pets who are very much alive. For the school run, the work trip, the meeting you're dreading. A way to keep them close, always.
Does it work for cats as well as dogs?+
Yes. The Pawch is made for any furry companion. Dogs, cats, and the occasional very fluffy bunny.
How do I get the fur in?+
Every Pawch comes with simple step-by-step instructions and a tiny tool to gently tuck a small lock of fur behind the ultra-clear window. Two minutes at the kitchen table.
Can I order one for a pet who has passed away?+
Yes, so many people do. If you have kept a small lock of their fur, it tucks gently into the window at home with the included tool. A little bit of them, close enough to hold.
Is it waterproof or shower safe?+
It handles rain, splashes, and everyday life without a worry. We would skip the shower, the pool, and the dishwasher. Leatherette lasts longer when it dries out between adventures.
Can the fur fall out of the window?+
No. The window seals shut once you tuck the fur in, so your little lock stays exactly where you put it.
What are the exact dimensions?+
The paw sits at 4.5 cm tall by 4 cm wide, about the size of a large coin. The polished silver clasp adds another 3 cm. Light enough to forget, sturdy enough to carry every day.
Can I gift one with a note?+
Every Pawch arrives in a giftable keepsake box, ready to hand over as is. Gift notes are coming soon.
How much fur do I actually need?+
About a pinch, roughly the size of a coin. Less than most people expect. Our full fur guide walks you through it.
How do I collect the fur safely?+
With a soft brush during a normal cuddle, never with scissors on a wriggling pet. Our full fur guide shows you exactly how.
How does the fur go into the window?+
Open the snap tab, lay the fur gently inside so it fans out, and press it closed. It holds. Our full fur guide shows this step by step.
Shipping
Shipping & delivery
Where do you ship from and how long does it take?+
We process orders in 1 to 2 business days and ship worldwide with tracking. Most Pawches arrive in 7 to 10 days from the moment you order.
How do I track my order?+
The moment your Pawch leaves us, you'll get an email with a tracking link. Tap it any time to see where your parcel is on its way to you.
Returns
Returns
What is your return policy?+
Our 30-day promise: if you or your pet aren't completely happy, write to us and we'll make it right. No forms, no small print.
What if it arrives damaged?+
Send us a photo within 30 days of delivery and we'll ship a fresh Pawch on us, same day where we can. No need to send the damaged one back.