Frequently Asked Questions
Everything you need to know about our products, shipping, and more. Can't find your answer? Contact us— we're happy to help! 🐾
Product Craft & Sizing
How "handmade" are your products?
Products labeled"Handmade"are made entirely by the two of us — no factories, no shortcuts. 🐾 Every cut, every stitch, every knot is done by hand in our little studio. Depending on the complexity of the piece, production typically takes5–10 business days. We won't rush it — your furry friend deserves better than that.
Shipping & Delivery
When do you ship your products?
Once your order is ready, we'll get it out the door right away — usually within5–10 business days of purchase. 📦 You'll get a tracking number by email the moment it ships, so you can follow every step of the journey to your furry friend!
Where do you ship from? How long to the US/EU?
Every order is packed by hand and shipped directly from our studio in China — with care, as always. 📦 Here's what to expect after your order ships:
🇺🇸 United States: 10–18 business days
🇪🇺 EU & 🇬🇧 UK: 7–14 business days
During peak seasons or holidays, delivery may take an additional 5–7 business days.
These are estimates and can vary a little depending on customs. If you have any concerns about your delivery, we're always here to help! 🐾
Returns & Care
Can I return a custom collar if my dog doesn't like it?
We totally get it — you know your dog best, and we want every piece to feel just right. That said, because each collar is handmade to order specifically for your pet, we're unable to accept returns for a change of mind.
Here's what we do to help things go smoothly from the start: we provide sizing guidance before you order, so don't hesitate to reach out before placing your order if you're unsure about fit — we're happy to help you get it right. 🐾
If something arrives damaged or we made an error on our end, we'll always make it right with a free remake or full refund. And if you do need to re-order for any reason, we'll tuck in a little handmade surprise to say thank you for sticking with us. 💛
Are rope toys supposed to fall apart?
Rope toys are what we call "destructible toys" — and that's completely by design. 🐾
Unlike stuffed toys, where a torn seam means loose stuffing (a choking hazard), rope toys naturally unravel into smaller rope segments over time. These segments still serve a purpose — chewing, tugging, and satisfying that deep-rooted need to gnaw. 🦷
How quickly a rope toy wears depends entirely on your dog's play style. A gentle chewer might keep one intact for months; a power chewer might shred it in days — and both are totally normal.
What matters most: all our rope materials are non-toxic and pet-safe. Normal wear and tear is not a quality defect, and we won't treat it as one.
Order Support
Can I rush order for a gift?
Need it sooner? We offer Express Craft for an additional $15. 🐾 Your order will be prioritized and ready to ship within 5 business days.
To request Express Craft, simply leave a note at checkout or email us at customerservice@mochaipaws.com right after placing your order, and we'll take it from there!
How to contact for urgent issues?
We're here to help! Reach out through any of the following:
📧 Email: customerservice@mochaipaws.com
📷 Instagram: @mochai_paws — DM us anytime
🎵 TikTok: @mochai_paws — DM us anytime
— we'll get back to you as soon as we can