FAQS

If you had forgotten to apply a discount code that was offered to you, you can contact our Support team at support@hertender.com or hit the Help button at the bottom right corner with the discount code mentioned clearly so that we can dive right in. Our team will respond to you promptly!

Some offers expire after a fleeting period so make sure the code is still valid by the time you order. If all is correct but it still doesn't work, you can contact our Support team at support@hertender.com or hit the Help button at the bottom right corner and submit the discount code as well as a screenshot photo which you think might be helpful for our investigation. Our team will respond to you promptly!

Welcome to Hertender! For non-personalized products, you can just add the product to your cart and move to the next step. For personalized ones, you need to fill all elements in order to move forward with the order. Please don't forget to click the Preview Your Personalization button to make sure no typos or wrong choices were submitted by mistake. Essential information such as name, email, shipping and billling address must be sufficiently provided as well. After all is filled, you can process with the payment. We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal payments.

Discount codes don't stack. If you already use the 10% discount, you will not be able to use another coupon at the same time. Only one discount at a time can apply to a single order.

If an order was placed and processed successfully, you should have received an automated order confirmation via e-mail. Please check your Spam/Junk mailbox again if you do not see any email in your inbox.

If you checked your Spam/Junk mailbox and still did not receive the confirmation e-mail, we recommend you to Contact Us so we may investigate this for you.

Kindly go to https://hertender.com/ and choose your preferred item. Please choose your preferred design and personalization. Once done, please scroll down at the bottom part of the page to see the preview button.

In the event that the discount code hasn't already been applied automatically to your order, there should be a "Discount code" box showing up during check-out for you to manually type the code in.

Freeshipping policy may change from time to time so we can't give a definite answer. On the other hand, the free-shipping threshold should be seen at the top bar of our webpage so please check it out from time to time.

The tracking number should be sent to you via email as soon as the order is ready to ship. If you don't see new updates in the tracking for a while (14 days), please feel free to logde a ticket via email support@hertender.com or via the Help button. We will look further into the issue and get back to you in a timely manner.

We connect with many vendors across the U.S., so depending on the locality as well as the vendor's choice, different carriers will be used. For example, USPS carrier has more facilities and resources in a certain state, then the vendor of that state will choose to use USPS for the fastest and most convenient delivery. In general, there will be many reasons to decide which carrier to use and cannot be chosen by the customer.

You can track your order shipping status here: https://hertender.com/pages/order-tracking

We only offer standard shipping service at the moment which should be aligned with our shipping policy.

Your order should be processed as soon as it's confirmed. The processing time can be seen in each product page so please make sure the information is reviewed with great attention.

You will receive a shipment confirmation when your order has been dispatched from our warehouse. The email contains your tracking number and a link where you can follow the progress.

If the tracking information for your order hasn’t been updated in several days. Here are some reasons behind tracking information may not be updated:
- Holiday Rush
- Delay on the part of the carrier
- Weather Conditions
- Packages are not scanned at intermediary stops
So it looks like nothing is happening. Other times, it's just the carrier running behind. It happens from time to time so we sincerely hope for your understanding and patience. If the lack of updates drag on for more than 2 weeks, please feel free to logde a ticket via Contact Us. We will look further into the issue and get back to you in a timely manner.

The shipping fee may change from time to time depending on our margins, the package weight and the shipping destination. Also, an extra charge will be imposed with each item added. Please make sure to check the shipping fee at check-out carefully. 

The delivery time should stay in line with the time frame shown on the product page. You can find out more here:https://hertender.com/pages/shipping-info

Different lines of products may be fulfilled in different locations so split packages are not unusual. The tracking links corresponding to each package should be sent to you as soon as the packages are shipped out so no worries. However, if the emails indicate that all items have been delivered but certain item(s) are missing, please feel free to logde a ticket via email Support@pawsionate.com or via the Help button at the bottom right corner. We will look further into the issue and get back to you in a timely manner.

If you mean to say that all items were included in one order, then the shipping fee will be determined based on the total weight. If you had made multiple orders then please be informed that the shipping fee cannot be reduced as each orders will be processed respectively.

Please wait another business day, as the package could have been marked as delivered by mistake, and will arrive the following day. Make sure you contact your LOCAL post office, and not the USPS hotline. Your local post office will be able to provide quicker, and better service. You may also need to check with your neighbors and family members in case they have misplaced the package. If none of the above works and the order still doesn't show up after several days, please contact our Support team via the Help button at the bottom right corner for more assistance.

Packages are usually returned to the sender when the address given is insufficient (wrong or doesn't have secondary address such as apartment number if the customer resides in an apartment building, etc.) or when the customer is absent during several delivery attempts. If it's due to the former, we regret to inform you that you will not be eligible for our after-sale policy. Please contact our Support team if you wish for a paid reprint or a detailed analysis on the issue. If it's the latter, please kindly contact the local Post Office to see if the package is still stored there. If not, you may contact us here and our agent will look into this for you.

We're afraid that our standard shipping package doesn't support forward request. You may request the package to be held at the post office then retrieve it later but please note this settlement is between you and the P.O so if the package ends up being lost, we should not be held liable for the outcome or a reprint of the order.

The parcel locker is used for items that are too large to fit in an individual box (compartment) within the Cluster Box. A key will be left in the mailbox to be used as a parcel locker key. This key has a tag that indicates the parcel locker that contains the item. Insert the key into the correct parcel locker, and the mail piece can be retrieved. The key will remain in the locker once it is inserted.

In case you cannot find any key inside your mailbox, we urge you to come in contact with the local Post Office for more instructions. The delay in your actions may result in the package being disposed of.

Signature on delivery services usually apply for high value package goods and come with an additional fees. Since we only sign up for the standard shipping option from our carriers, this service will not be included.

Sometimes when the delivery agent cannot find a safe place to leave your package or when they missed it while collecting their packages in the morning, they will leave you an absentee note with instructions on how and where to collect the package. You may also check the tracking link as all information should be updated there.

Although we love to include personalized message inside the package for our customers' loved ones, this is not possible at the moment as all orders are produced and packed in fast-moving chains.

Packages might arrive empty due to a manufacturing error or packages get damaged during transit and the contents spill out. If this occurs to you, please report the problem to us with photo of the shipping label,and the empty package, we will try our best to have it sorted out for you.

Sometimes items are split-shipped because they are manufactured in different facilites. You should be notified about this via emails. However, if the emails indicate that all have been delivered and you are certain some items are missing, please don't hesitate to Contact us here and bring your concerns to our attention.

We would like to inform you that we had expanded our operations to serve customers beyond the United States. This expansion has necessitated sourcing products from various suppliers located in different regions. Despite this change, we want to assure you that our commitment to providing high-quality products remains unwavering.

Rest assured, the product you will receive is of the same brand as those made in the US and maintain the same exceptional quality that you have come to expect from us. Our dedication to ensuring your satisfaction remains our top priority.

All items at Pawsionate are made after customers place orders so we cannot accept returns when the customers suddenly have a change of mind upon receipt. Pawsionate, however, do stand behind our products and will offer reprints if the products are indeed defective, wrong or damaged. You only need to lodge a ticket with well-focused photos of the product(s) and we will review the claim immediately.

If you had received a defective/damage product, please lodge a ticket with well-focused photos of the shipping label(s) and the product(s) via the Help button at the bottom right corner and we will review the claim immediately.

If a replacement is confirmed by our agents to be in the making, please rest assured that the production time should be the same with the original item. If it's been a while and you still haven't received the reprint, kindly Contact us here. 

An email asking you for your feedback will be sent to your email inbox after the order is delivered so you are free to let us know how you feel of the product quality, the customer service and your experience overall. Or you can just visit the Product page, hit the Write a review button and let us know what you think. We hope you had a great time shopping at Hertender :)

Preview images may slightly differ from the real products due to file rendering process and the light of your monitor's display, thus, we sincerely ask for your understanding in case of minimal difference. Meanwhile, if you think the difference is unacceptable, please don't hesitate to Contact us here and bring your concerns to our attention. And please don't forget to submit a photo of the product(s) as well.

You may find instructions on How to care for your product(s)– and keep them for longer in the product description listed in each product page. If you think any piece of information is missing or confusing, please feel free to Contact us here.

• Read the label: The tag on the inside of the shirt will give instructions on how to properly wash and dry the shirt—keep in mind that just because the tag says that it’s ok to throw it into the dryer, doesn’t necessarily mean you should do so.

• Detergent: some detergents only work well in hot water so make sure you pick detergents that are specifically designed for cold water and washing T-shirts. Remember to use the right (amount of) detergent as too much will wear out your shirt before it's time.

• Washing: Wash inside out with cold water with similar colors using a gentle/delicate cycle. Consider investing in a mesh laundry bag just like how you protect delicate items in a mixed laundry load.

• Ironing: Only if absolutely necessary. Iron inside-out on the lowest setting. Try to move the iron as quickly as possible and avoid running it over the graphic prints or areas that don’t have any wrinkles.

• Drying: Remove the T-shirt when it is still damp to the touch and hang dry in a well-ventilated area. Avoid any direct contact with sunlight. The UV rays that it gives off can fade the colors or crack the logo or design.

• No-Nos: Avoid using bleach and do not tumble dry or dry clean.

Hand washing is a printed mug's best friend. The extreme temperatures of dishwashers have been known to cause imprints to fade or chip away prematurely.

Our PayPal account is linked to Singapore as our Headquarter is based in Singapore. This makes your transaction with us transnational and a minimal fee will be charged to the buyer's account. We understand that this is bothersome and hope for your understanding. You can find out more about us here:
https://hertender.com/pages/about-us

You may consider paying directly with your Credit Card (Visa, Master card, Amex) instead of PayPal. By doing so, you will be free from the international fee mentioned.

We understand you look up Bubblestyle because this name shows up on your transaction receipt and you are wondering if it has any association with Pawsionate at all. To answer your concerns, Bubblestyle is indeed the company that runs Pawsionate!

Your charge is processed immediately. It may show up initially as an authorization on your account, and then, as it is accepted it will show as a charge on your statement.

Credit Cards: We accept Visa, American Express, and Mastercard,

Debit Cards: We accept debit cards featuring the Mastercard or Visa logo. If you’re paying with a pre-paid debit card, you must register them before using them for online purchases. You can do this by following instructions on the card or contacting their own support teams.

PayPal: PayPal allows customers to have a personal account linked to any bank account or credit card for easy payment at checkout. Customers may also consider the PayPal Pay in four feature, where you can choose to pay 25% of the order first at checkout and set up autopay to have the rest paid bi-weekly. This is in support of customers who love the products but may find it tough to pay all at once. And it's interest-free so why not?

You may try using a different browser, switching to Incognito mode or changing to another device even. If none of these works, our support team would be ready to assist you. Please Contact us here. It does also help if you can attach a capture photo of the screen when the issue occurs.

A refund usually takes up to 10 business days to reflect on your bank account from the date it's issued. If it's still well within this time window, we would appreciate it if you wait a bit longer. If it's been a while and you are getting concerned, you may Contact us here or with your bank or PayPal to see if there is any issue with the money movement of your account.

When you first visit Pawsionate, there will be a pop-up window asking you to sign up for a discount price, please submit your full name and email to keep updated with our on-trend collections and promotions.