FAQs

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

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 takes 5–10 business days. During busy seasons or holidays, it might take a little longer. We won't rush it — your furry friend deserves better than that.

Shipping & Delivery

Once your order is ready, we'll get it out the door right away — usually within 5–10 business days of purchase. During busy seasons or holidays, it might take an a little longer — but we'll always let you know if that's the case.📦 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!

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: 10–14 business days

🇨🇦 Canada: 10–14 business days

🇬🇧 UK: 7–12 business days

🇦🇺 Australia: 7–14 business days

During peak seasons or holidays, please allow an extra 5–7 business days for both production and delivery.

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! 🐾

To protect each piece and comply with international customs requirements, sets are packed and shipped in separate parcels (one per item). You may receive two parcels 1–3 days apart — both are part of your single order, and you will not be charged additional shipping. Tracking numbers for both parcels will be sent to your email.

In most cases, no. We ship orders Delivered Duty Paid (DDP) to the US, UK, and Australia — duties and taxes are included in the price at checkout, so you won't need to pay anything extra when your order arrives. For Canada, duties and taxes are typically included as well.

In rare cases, local customs may apply additional charges beyond what we've prepaid. If that ever happens, please email us at customerservice@mochaipaws.com and we'll do our best to help sort it out.

Returns & Care

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. 💛

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

You can personalize your piece with your pet's name, your pet's photo(printed on a small tag, +$12), or a logo you own.

We are unable to fulfill custom orders that reproduce copyrighted or trademarked material — including third-party brand logos, characters, team emblems, or other protected imagery — due to international shipping and customs restrictions.

Need it sooner? We offer Express Craft for an additional $15. 🐾 Your order will be prioritized and ready to ship within 3 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!