FREQUENTLY ASKED QUESTIONS

Because we like to help

Paws & Willow customer service and support.

You've Got Questions, We've Got Tails... I Mean, Answers!

At Paws and Willow, we understand that choosing the right products for your beloved pets can come with a lot of questions. That’s why we’ve compiled a comprehensive FAQ section to help you navigate our offerings and ensure you make informed decisions. Whether you’re curious about sizing, materials, shipping, or care instructions, we’ve got you covered!
Our goal is to provide you with all the information you need to create a comfortable and stylish environment for your furry friends.

At Paws and Willow, we understand that choosing the right products for your beloved pets can come with a lot of questions. That’s why we’ve compiled a comprehensive FAQ section to help you navigate our offerings and ensure you make informed decisions. Whether you’re curious about sizing, materials, shipping, or care instructions, we’ve got you covered!

Our goal is to provide you with all the information you need to create a comfortable and stylish environment for your furry friends. If you can’t find the answer you’re looking for, please don’t hesitate to reach out to our customer service team—we’re here to help!

ds. If you can’t find the answer you’re looking for, please don’t hesitate to reach out to our customer service team—we’re here to help!

Dog lying on a carpet with a blurred Christmas tree and fireplace in the background who is wishing they had a Paws and Willow Custom Dog Crate.

Have More Questions? We're Here to Help!

If you didn’t find the answer you were looking for, don’t worry—our friendly team at Paws and Willow is always ready to assist you.

Reach out to us anytime, and we’ll make sure you and your furry friends get the support you need!

Frequently Asked Questions

At Paws and Willow, we prioritize quality and sustainability. Our products are crafted from high-quality, eco-friendly materials that are safe for your pets and durable enough to withstand everyday use. We use responsibly sourced wood, non-toxic finishes, and comfortable fabrics to ensure the best for your furry companions.

Standard shipping typically takes 5-7 business days. Express shipping options are available at checkout.

Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by location.

To choose the right size, measure your dog from the tip of their nose to the base of their tail for length, and from the floor to the top of their head for height. Refer to our Sizing Guide for detailed dimensions and recommendations for each crate size (Small, Medium, Large). If you have a growing puppy, consider their expected adult size when making your decision.

Absolutely! Safety is our top priority. All Paws and Willow products are designed with your pet's well-being in mind. We use non-toxic materials and finishes, ensuring that they are safe for pets to use. Additionally, our designs are thoroughly tested for durability and stability.

We offer a hassle-free return policy. If you’re not completely satisfied with your purchase, you can return it within 30 days of receiving your order for a full refund. Please ensure the item is in its original condition and packaging. For more details, visit our Refund Policy page.



To maintain the longevity of your products, regularly clean surfaces with a damp cloth and mild soap. For removable covers, refer to the care instructions provided with each item. Avoid harsh chemicals that may damage the materials. Always check individual product care labels for specific instructions.

We understand that every pet and home is unique! While we offer a range of sizes and colors, customization options may vary by product. Please contact our customer service team for any specific customization requests, and we will do our best to accommodate you.



Orders typically ship within 24 hours after manufacture (typically between 5-10 days). Delivery times may vary depending on your location. Once your order has shipped, you will receive a tracking number to monitor its progress.