Contact SolacePaw | Order & Customization Support
Send Us a Message
For the fastest help, please include your order number and use the same email address used at checkout.
Before You Send Your Message
Including the right information helps us answer your question without unnecessary follow-up emails.
Before You Send Your Message
We usually reply within 1–2 business days.
For an existing order, include your order number and the email used at checkout.
Email attachments directly to us. For damage issues, include clear photos of the item and packaging.
Contact & Support FAQs
Quick answers about contacting us and getting help with an order.
How quickly will I receive a reply?
We usually reply within 1–2 business days. During holidays or periods of unusually high order volume, responses may take slightly longer.
Where can I find my order number?
Your order number appears in your order confirmation email and in your customer account. It usually begins with a number or the store’s order prefix.
Can I attach photos to the contact form?
The website contact form does not accept file attachments. Please email photos directly to support@solacepaw.com and include your order number in the subject line when contacting us about an existing order.
Can I change or cancel an order?
Contact us as soon as possible after placing your order. Because customized work may begin shortly after purchase, we cannot guarantee changes or cancellations once production has started.
What should I do if my order arrives damaged?
Email support@solacepaw.com with your order number and clear photos of the item, packaging, and shipping label. Please contact us within the period stated in our Refund Policy so we can review the issue.
What if I haven’t received a reply?
Check your spam, junk, and promotions folders and confirm that the email address entered in the form was correct. If you have not received a reply after two business days, you may send one follow-up message.