FAQ

Welcome Kit

What is included in the Welcome Kit Standard?

The Welcome Kit Standard is a warm first-home gift for a new puppy or newly adopted dog. It pairs everyday pieces — harness, leash, collar, enrichment ball, and a reusable drawstring bag — with personalized keepsakes: an engraved photo frame, an engraved ID tag, and a welcome card.

Is the kit personalized?

Yes. You can personalize the ID tag and photo frame with your pup's name and a date that matters to you — their arrival day or another meaningful date — and choose your preferred ID tag size and color. The welcome card is a fixed Pawova design and isn't customized with your own message.

How long does personalization take to prepare?

Personalized items are typically prepared within 1–2 business days after your order is confirmed, before your kit ships. If anything about your personalization details is still uncertain when you order — spelling, exact date, and so on — you can email us afterward and we'll sort it out together; this may add a little extra time.

Is Deluxe available now?

Welcome Kit Deluxe is currently in development as a coming-soon keepsake edition — a more elevated, memory-focused version of the Welcome Kit experience. The final lineup of contents hasn't been locked in yet.

Digital Products

How do I receive a digital product?

After purchase, your digital product is available immediately as a download link on the order confirmation page, and the same link is included in your order confirmation email.

Is the First Week Guide a training program?

No. It is an educational support guide for common first-week adjustment moments. It helps new pet parents understand early behaviors and respond more calmly, but it does not replace veterinary or professional behavioral advice.

Is the Puppy Care Calendar just for kids?

It's designed for children ages 5–10 to work through together with a parent or guardian, not to complete alone. The goal is shared time that builds observation, patience, and empathy toward the new dog — a companion activity for the family, not a chore list.

Shipping & Orders

How long does shipping take?

Shipping estimates shown on the website are approximate. Personalized or custom-prepared products may require additional processing time before shipment.

Can I change my personalization details after ordering?

Contact us as soon as possible. If production has not started, we will try to help. Once personalized preparation begins, changes may not always be possible.

Where can I find full shipping and return details?

See our Shipping Policy and Returns & Exchanges pages for complete terms.

Privacy

Personalization involves details like your pup's name and, for the ID tag, a phone number. We handle this information carefully — see our Privacy Policy for how it's used and retained.