Terms & Policies

Last updated: July 3, 2026

These Terms & Policies govern your use of the Pawtery website and your purchases from us. Pawtery is a trade name (DBA) of MBB Ceramics LLC (“we,” “us,” or “our”). By browsing our site, creating an account, or placing an order, you agree to these terms.

How we collect, use, and protect personal information is described in our separate Privacy Policy.

If anything here is unclear, Contact us and we will help.

Terms of service

Agreement and eligibility

You must be at least 18 years old (or the age of majority where you live) to place an order. You are responsible for the accuracy of the information you provide at checkout and in your account.

Acceptable use

You may use this website only for lawful purposes and in line with these terms. You may not:

  • Use bots, scrapers, or other automated tools to access the site without our written permission
  • Attempt to interfere with the site’s security or operation, or transmit malicious code
  • Use the site for fraud, harassment, or any illegal purpose
  • Impersonate another person or misrepresent your affiliation with Pawtery

We may suspend or terminate your access, refuse orders, or take other action we deem appropriate for violations.

Privacy

We collect personal information needed to operate the shop and fulfill your orders—for example, your name, email address, shipping address, order details, and communications with us. We do not sell your personal information. Payment card data is processed securely by Stripe; we do not store full card numbers on our servers.

For complete details on what we collect, how we use and share it, cookies, your privacy rights, and how to contact us, see our Privacy Policy.

Orders and payment

Prices, product options, and any applicable sales tax are shown at checkout before you pay. Payment is processed securely by Stripe, our payment provider. We may decline or cancel an order (for example, for suspected fraud, pricing errors, or inability to fulfill) and will refund any payment if we do so.

When you purchase a customizable piece, your order may include both the finished ceramic product and, when needed, an at-home impression kit. Some products do not require a new impression; product pages and checkout will show what applies to your order.

Custom impression kits

Many Pawtery pieces are made from a real paw, hand, or foot impression captured at home with a kit we mail to you. If your order includes a new impression kit:

  • Follow the instructions in the kit and on our How it works page.
  • Use the prepaid return label and original packaging to mail your completed impression back to us.
  • There is no fixed deadline to return your kit, but we are not responsible for completing your order until we receive your impression. Studio work does not begin until your kit arrives.
  • If you never return the kit, we are not obligated to produce or ship your custom piece, and we are not required to refund the order solely because the kit was not returned.
  • Playdough in the kit can dry out over time. If your playdough is no longer usable and you need a replacement kit, Contact us. Replacement kits may incur additional charges.

You are responsible for supervising children and pets around kit materials. The playdough is not food and must not be eaten.

Impressions on file

When you complete an impression with us, we may keep a plaster cast and related studio records so you can order additional pieces without capturing a new print. We generally retain these records indefinitely, but impressions and casts can be lost, damaged, or deteriorate over time. We are not liable for such loss or deterioration. We also reserve the right to dispose of stored impressions and casts at any time, with or without notice. If you have questions about an impression on file, Contact us.

Choosing Impression on file at checkout means you authorize us to use a stored impression for that order.

Production timing and order changes

Custom ceramics are made by hand after we receive your impression (or confirm an impression on file). Production involves casting, shaping, kiln firing, glazing, and final firing—steps that take time and vary by product. Delivery estimates shown at checkout or in order emails are estimates, not guarantees.

Once studio work has begun on a custom piece, changes and cancellations may not be possible. If you need to change an order before production starts, Contact us as soon as possible. We will try to help but cannot always accommodate changes.

Gift certificates

Gift certificates and gift balance are described in more detail below under Returns & refunds. In summary: gift certificates are non-refundable, not redeemable for cash, and do not expire. Unused balance remains in the recipient’s Pawtery account for future purchases.

Reviews and content you submit

If you leave a product review or upload photos, you grant us permission to display that content on our website and in marketing related to Pawtery, in connection with your review. We may edit or remove content that violates these terms or that we deem inappropriate. Reviews are moderated before publication.

Intellectual property

The Pawtery name, logos, site design, product designs, photographs, and other content on this website are owned by MBB Ceramics LLC or its licensors and may not be copied or used without our written permission. Your impression and the custom piece made from it are for your personal use; we retain rights in our studio processes, molds, and designs used to produce your order.

Disclaimer

Ceramics are handmade. Slight variations in size, shape, glaze, and impression detail are normal and are not defects. Display and care instructions provided with your piece should be followed to help preserve it over time.

Limitation of liability

To the fullest extent permitted by law, MBB Ceramics LLC and Pawtery are not liable for indirect, incidental, special, consequential, or punitive damages arising from your use of the site or your purchase. Our total liability for any claim related to an order is limited to the amount you paid us for that order.

Some jurisdictions do not allow certain limitations; in those cases, our liability is limited to the maximum extent permitted by law.

Governing law and disputes

These terms are governed by the laws of the State of Arizona, without regard to conflict-of-law rules. Any dispute arising from these terms or your purchase shall be brought in the state or federal courts located in Arizona, and you consent to that jurisdiction.

Changes

We may update these Terms & Policies from time to time. The “Last updated” date at the top of this page shows when they were last revised. Continued use of the site or placement of an order after changes are posted constitutes acceptance of the updated terms.

Shipping

We ship finished keepsakes to addresses within the contiguous United States (the lower 48 states). We do not currently ship to Alaska, Hawaii, U.S. territories, or international addresses unless we state otherwise on the site.

Standard shipping on finished orders is included at no separate charge at checkout. Shipping carriers and services may vary by order.

Impression kits are mailed to the shipping address you provide at checkout. Finished custom pieces ship after we receive and process your impression (or confirm an impression on file) and complete studio production. Timing depends on the product and current studio workload. When available, delivery estimates appear at checkout and in order emails.

Risk of loss passes to you when the carrier marks your package as delivered.

If a package is marked as delivered but you cannot locate it, contact the carrier first to investigate. We are not liable for theft or loss after delivery, but please Contact us with your order number so we can help where we can—for example, by providing order or tracking details for a carrier claim.

If your order arrives damaged or incorrect, Contact us within 7 days of delivery with your order number and photos of the shipping package and item. Because ceramics are fragile, timely notice helps us document carrier handling and assess the issue. Claims reported after that window may not be eligible for remedy. We will work with you to resolve eligible issues.

We are not responsible for delays caused by carriers, weather, incorrect addresses you provided, or events outside our reasonable control.

Returns and refunds

Custom, made-to-order products

Most Pawtery pieces are custom, handmade, and made to order from your impression. Because each piece is unique to you, it cannot be resold and all sales are final once we begin production.

We do not offer returns or refunds for custom orders because you changed your mind, because of normal handmade variation, or because an impression kit was not returned.

If something goes wrong with your order, please Contact us within the timeframes stated in these policies (including the Shipping section for transit damage). We inspect claims of production defects or transit damage against our quality standards. At our sole discretion, we may offer a repair, remake, partial refund, store credit, or other remedy when appropriate. Whether a remedy is offered depends on the nature of the issue, when you reported it, and our inspection—not on informal comparisons to other orders.

Before production begins

If you need to cancel before we have received your impression kit or before studio work has started, Contact us right away. We may be able to cancel the order and issue a refund, minus any non-recoverable costs we have already incurred (such as kit materials or payment processing fees).

Gift certificates and gift balance

Gift certificates are non-refundable and not redeemable for cash. They do not expire. When a certificate is redeemed, the value is added to the recipient’s Pawtery gift balance and is applied to future orders until used up. Gift balance may be applied across multiple orders. Lost or stolen codes should be reported to us promptly; we are not responsible for unauthorized use after delivery of the certificate to the purchaser.

How refunds are issued

When we approve a refund to your original payment method, it is processed through Stripe. Refund timing depends on your bank or card issuer. Refunds to gift balance are credited to your Pawtery account.

Chargebacks

If you have a concern about an order, please Contact us before initiating a chargeback with your bank. We are happy to work with you directly.