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.

We may use automated security measures, including Cloudflare Turnstile, to detect and block bots, scripted access, and other automated activity. You agree not to bypass, disable, or interfere with these measures. We may refuse sign-in, checkout, or other actions if a security check cannot be completed or fails verification.

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. We may use Cloudflare Turnstile on sensitive forms to reduce bot traffic; see our Privacy Policy for details.

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.

Before completing checkout, sign-in, or certain other actions, you may need to pass an automated security check (such as Cloudflare Turnstile). If the check fails or cannot load (for example, because of browser extensions, network blocking, or disabled scripts), we may be unable to process your request. We may decline or cancel an order when we reasonably suspect fraud, abuse, or automated activity.

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. Some products also allow I’ll send my own impression, where you mail us an impression or mold you already have instead of receiving a kit. Product pages and checkout show what applies to your order, including any customer-supplied impression fee.

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.

If an impression or kit is returned more than 12 months after the order date, we reserve the right to fulfill the order via store credit or substitute a discontinued product with a comparable item of equal value if the original product is no longer available (or if we can no longer produce it on the original terms due to material, shipping, or lineup changes).

When available, you may add overnight shipping for the kit at checkout for an additional fee. See Shipping.

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

Alternate kit shipping address

Finished products always ship to the address you provide at checkout. For a new impression kit, you may optionally choose a different mailing address for the kit (for example, to a friend, family member, or business).

If you use an alternate kit address:

• You confirm you are authorized to have the kit sent to that address.
• You are responsible for the accuracy of the alternate address and any optional message included with the kit.
• We may include your message with the kit shipment when you provide one.
• We are not responsible for kits that are not returned when sent to a third party, and the same rules under Custom impression kits apply (including that we are not required to refund solely because a kit was not returned).
• Studio work still does not begin until we receive a usable impression.

If you do not set an alternate kit address, we mail the kit to the same shipping address you use at checkout by default.

Customer-supplied impressions

When offered on a product page, you may choose I’ll send my own impression (or similar wording) instead of receiving a new impression kit from us. Choosing this option means:

• You are responsible for packing and mailing your existing impression, mold, cast, or other print to the address we provide after checkout (for example in your order confirmation email and under My Account).
• You pay all postage, packaging, insurance, and carrier fees to send it to us. We do not provide a prepaid shipping label for customer-supplied impressions.
• We do not mail you a kit for that order line. Overnight kit shipping and prepaid kit return labels do not apply.
• Follow any mailing instructions we provide. Use sturdy packaging and protect fragile items. Keep your tracking number until we confirm receipt.
• There is no fixed deadline to send your impression, but we are not responsible for completing your order until we receive a usable impression. Studio work does not begin until it arrives and we accept it for production.
• If you never send it, or if it is lost or damaged in transit to us before we receive it, we are not obligated to produce or ship your custom piece, and we are not required to refund the order solely for that reason. Contact us if something goes wrong so we can help where we can.

If an impression is received more than 12 months after the order date, we reserve the right to fulfill the order via store credit or substitute a discontinued product with a comparable item of equal value if the original product is no longer available (or if we can no longer produce it on the original terms due to material, shipping, or lineup changes).

Condition and risk of your original. Customer-supplied impressions and molds can be fragile and may arrive broken, cracked, warped, stained, dirty, incomplete, or otherwise unusable. To the fullest extent permitted by law, we are not responsible or liable for:

• Breakage, cracking, chipping, warping, melting, or other damage in transit to us, while in our care, or on the return trip to you, except where required by law
• Staining, soiling, residue, odor, mold/mildew, or other contamination of your item
• Loss, theft, or delay while your package is with a carrier (to us or back to you)
• Normal wear, deterioration, or changes that occur during unpacking, handling, casting, studio work, or return packaging

You should not send irreplaceable originals if you cannot accept that risk. Consider photographing your item before shipping and purchasing carrier insurance if you want transit coverage; any insurance claim is between you and the carrier.

If we can use your impression. We may make a plaster cast or other studio copy for production and for an impression on file, subject to Impressions on file. We will return your original with your finished order when we ship that order (or as soon as practical if items on the order ship separately). Return of your original with the finished piece uses our standard included finished-order shipping unless we state otherwise for that order.

If we cannot use your impression. If what you sent is incomplete, damaged, contaminated, unsafe to handle, or otherwise unsuitable for our process, we will mail your original back to you, cancel the affected custom item(s) that depended on that impression, and refund those cancelled item(s)—including any customer-supplied impression fee—minus our out-of-pocket costs. Out-of-pocket costs may include, for example: payment processing (transaction) fees, shipping we pay to return your original, packaging, and other non-recoverable costs we have already incurred for that order. We keep only those out-of-pocket amounts; we do not keep the customer-supplied impression fee as a separate charge when we cancel for unsuitability. At our discretion we may instead offer a new impression kit or another path forward (additional charges may apply); Contact us to discuss options.

Partner impressions

Some impressions are captured or collected through a partner (for example at an event, booth, or partner location) rather than through a kit we mail to you. When you shop using a partner impression—such as through our Use my impression page or similar partner pathways:

• You authorize us to use the partner-collected impression (or related studio records) for your order, subject to Impressions on file.
• Availability depends on whether we have a usable impression linked to your account or partner intake records.
• Timing, handoff, and return of any physical materials may differ from a standard mail-order kit. Partner staff or events may collect the impression on our behalf; we are not responsible for delays or mishandling that occur before we receive and accept the impression in our studio workflow.
• Product pages, partner pages, and checkout will show what applies to your order.

If something about a partner impression is unclear, Contact us.

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. This includes casts made from customer-supplied impressions we accept for production and from partner-collected impressions. 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.

Discount and promo codes

From time to time we may offer discount codes or other promotions at checkout. Unless we state otherwise for a specific offer:

• Codes may be limited by product, date, use count, minimum purchase, booth-only use, or other restrictions shown at checkout or in the offer materials.
• Codes may expire or be discontinued at any time.
• A code may not combine with other discounts, gift balance, vouchers, or promotions in the way you expect; checkout shows what applies to your order.
• We may refuse, cancel, or reverse a discount for fraud, abuse, error, or ineligibility.
• Discounts generally apply only as shown at checkout and do not create an ongoing price guarantee for future orders.

Donations linked to promo codes

Some discount or promo codes are associated with a business donation we make to a named recipient (for example a rescue or nonprofit). When that applies:

• The donation is made by us (MBB Ceramics LLC / Pawtery) based on the qualifying order and the promo’s rules—not as a separate payment you send to the charity through our checkout.
• Your order total is the price of your purchase (after any discount shown), plus applicable tax. Using the code does not mean you are making an additional charitable contribution through Pawtery unless we expressly say so.
• We do not provide tax-deductible donation receipts to customers for these business donations. Any tax treatment for you is your own responsibility; consult your tax advisor if needed.
• Donation amounts, recipients, and qualifying rules are set by us and may change; checkout or offer materials will show what applies when a donation is tied to a code.

Referrals

We may offer a referral program where you can identify another Pawtery customer (for example by customer ID) at checkout. When the program is enabled:

• Referral rewards, if any, are typically issued as a voucher to the referring customer’s account—not as cash and not as a purchased gift certificate. See Vouchers and voucher balance.
• A reward is generally issued only when the referred order reaches delivered status (or another status we specify), and only according to the program settings then in effect (including amount and any expiration).
• Referral vouchers may expire.
• We may change, suspend, or end the referral program at any time, and we may deny or reverse rewards for fraud, abuse, error, or self-referral.
• Participating in referrals does not guarantee a reward for every referred order.

Details shown in your account, checkout, or referral communications control for a given reward. If you have questions, Contact us.

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.

Vouchers and voucher balance

Vouchers are promotional or goodwill store credit we issue to a Pawtery account. They are not the same as purchased gift certificates. Examples include referral rewards, staff-issued promotions, redeemed voucher certificate codes, and refunds we credit as voucher balance instead of to your original payment method.

In summary:

• Vouchers and voucher balance are not redeemable for cash and have no cash value outside purchases on this site.
• A voucher may expire on a date we set when it is issued or when a voucher certificate code is created. If no expiration is shown, it does not expire until used or cancelled.
• Expired or cancelled voucher balance cannot be used at checkout.
• Unused voucher balance remains in the recipient’s Pawtery account and may be applied across multiple orders until it is used up, expires, or is cancelled.
• We may issue, modify, or cancel vouchers for fraud, abuse, error, or other legitimate reasons.
• Lost or stolen voucher codes should be reported to us promptly; we are not responsible for unauthorized use after a code is delivered or redeemed.

Voucher certificates and account voucher balance are described in more detail under Returns & refunds.

Reviews, photos, and content you submit

Customer Submissions & Reviews: If you leave a product review, tag us on social media, or upload photos or videos to our site, you grant us a perpetual, irrevocable, worldwide, royalty-free, and sublicensable license to use, reproduce, modify, display, publish, and distribute that content in any media for marketing, promotional, and commercial purposes related to Pawtery, including on our website, social media channels, print media, and advertising. We may edit or remove content that violates these terms or that we deem inappropriate. Reviews are moderated before publication.

Promotional Photography of Finished Pieces: Because every custom item we make is a unique creation, we reserve the right to photograph, film, and showcase finished pieces produced in our studio. By placing an order for a custom piece, you grant Pawtery (MBB Ceramics LLC) permission to capture and use photographs, videos, and digital representations of your finished piece—including any impressions, names, dates, or custom details crafted onto the item—across our website, social media pages, digital and print advertisements, portfolio, and marketing materials.

Privacy & Gift Opt-Out: We respect your privacy and will never publish sensitive personal contact information (such as your shipping address, billing info, or phone number) alongside product photos. If your custom item is intended as a surprise gift, or if you prefer that photos of your specific custom piece not be featured publicly, please Contact us prior to or shortly after placing your order, and we will gladly accommodate your request.

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.

The website and its contents are provided on an “as is” and “as available” basis without warranties of any kind, including that the site will be error-free, secure, or uninterrupted. We do not warrant that product listings, pricing displays, or site features will always be accurate outside of what is confirmed at checkout, or that you will be able to complete an order at a particular time. Temporary outages, security checks (including Cloudflare Turnstile), browser or network issues, and similar problems may prevent or delay access to the site or checkout. To the fullest extent permitted by law, we are not liable for lost opportunity or other damages arising from site downtime, errors, or inability to complete a purchase.

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, unless you set an alternate kit shipping address. 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.

Customer-supplied impressions. If you chose to send your own impression, you arrange and pay for shipping it to us. That inbound shipment is not covered by our included finished-order shipping, kit outbound shipping, or prepaid kit return labels. Risk of loss for packages you send to us remains with you until we confirm receipt. When we return your original with a finished order, it ships with that order under our standard finished-order shipping. If we return an original without a finished piece (for example because we could not use it), return shipping is an out-of-pocket cost that may be deducted from any refund, as described under Customer-supplied impressions.

Optional overnight kit shipping. When offered at checkout, you may add overnight (express) shipping for a new impression kit for an additional fee shown before you pay. This option applies only to mailing the impression kit to you, not to shipping your finished ceramic piece, and not to customer-supplied impressions. Finished keepsakes still ship with our standard included shipping after production.

When you add overnight kit shipping, we will use an express or overnight carrier service when available for that kit. Delivery timing still depends on the carrier, your address, when we ship the kit, weekends, holidays, and weather. Overnight kit shipping is not a guaranteed delivery date.

We may turn overnight kit shipping on or off at any time. If the option is not shown for your order, it is not available.

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.

In-person and booth sales

We sometimes sell in person (for example at markets, events, or a temporary booth). In-person sales may differ from online checkout:

• Payment may be accepted by card (including card readers), cash, Venmo, Zelle, or other methods we offer on site. Venmo and Zelle payments are processed through those services’ own apps and rules; we are not those companies and are not responsible for their outages, holds, or account issues.
• Sales tax, discounts, kit handoff, and fulfillment may be handled differently than on the website (for example, an impression kit completed on site, or a booth-only discount).
• Orders started or paid in person may still be tracked in your Pawtery account when we create or link an order for you.
• Custom-order, impression, shipping, return, voucher, and gift-certificate rules in these Terms still apply unless we clearly state otherwise for that in-person sale.
• Risk of loss for goods you take with you at the event passes when we hand the item to you. Items we later ship follow the Shipping section.

If you have a question about an in-person or booth order, Contact us with your order number or the approximate date and location of the event.

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, because an impression kit was not returned, or because a customer-supplied impression was never sent, arrived damaged or unusable through no fault of ours before we received it, or was lost in transit to us.

For customer-supplied impressions we cannot use after receipt, see Customer-supplied impressions: we return your original, cancel the affected item(s), and refund those item(s) (including the customer-supplied impression fee) less our out-of-pocket costs only. That is not a change-of-mind return.

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 customer-supplied impression, 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, payment processing fees, overnight/express shipping charges already used to mail your kit, or other out-of-pocket costs).

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.

Vouchers and voucher balance

Vouchers are promotional or goodwill credit, not purchased gift certificates. They are not redeemable for cash. Individual vouchers or voucher certificate codes may expire; any expiration is shown when the credit or code is issued. When a voucher certificate code is redeemed, the value is added to the recipient’s Pawtery voucher balance (subject to that voucher’s rules and expiration) and can be applied to future orders until used up, expired, or cancelled.

We may credit part or all of an approved refund to voucher balance instead of (or in addition to) your original payment method or gift balance, when we offer that option. Voucher balance from a refund is still voucher credit: not redeemable for cash, and it may expire if we set an expiration when issuing that credit.

Lost or stolen voucher codes should be reported to us promptly; we are not responsible for unauthorized use after delivery or redemption of the code.

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 or voucher balance are credited to your Pawtery account under those programs’ rules (including any voucher expiration we set for that credit). For in-person payments made by cash, Venmo, Zelle, or card reader, refund method may differ; Contact us and we will explain options for that order.

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.

Initiating a chargeback without first attempting to resolve the issue with us directly may result in the immediate cancellation of your pending orders, suspension of your account, and refusal of future service. We reserve the right to dispute fraudulent or improper chargebacks and to provide these terms, your order history, communications, and carrier delivery proof to your banking institution.