FAQ
How does the personalization work?
You enter your pet's name in the field on the product page, and we print it in soft handwritten script. The name is printed exactly as you type it, capitals and all, so it is worth a second look before you check out.
Can I see a preview before it is printed?
The mockups on the product page show how the script sits on each design. We do not send an individual proof, because orders go into production quickly.
What sizes are the food mats?
- Bone shape: 19" x 14" and 30" x 18"
- Fish shape: 19" x 14"
- Rectangle: 12" x 18"
Sizes can vary by about an inch, since each mat is pre-constructed and finished by hand.
What are the mats made of?
The bone and fish mats have a 100% polyester outer layer over a polyurethane memory foam core, which makes them soft, plush and absorbent, with an anti-slip backing.
The rectangle mats have a polyester blend front with a 100% neoprene rubber back, so they are thinner and firmer.
Both are fabric, not silicone, so they have some give to them rather than a hard wipeable surface.
Will the mat stay in place?
Yes. Every mat has a non-slip backing designed to stay put, even with an enthusiastic eater.
How do I clean the mat?
It depends on which mat you have, so please follow the right one:
- Bone and fish mats: wipe dirt off gently with a clean, dry cloth. Spot clean with cold water. Detergent is not recommended.
- Rectangle mats: clean with warm water and mild soap, then lay flat to dry.
No mat should go in the washing machine or the dryer.
A note on how the print looks
The bone and fish mats are made from a thick, plush fabric. The colour does not always soak all the way down into the fibres, so the lighter base can show through when the pile is brushed in the other direction. It is part of how this fabric takes print, not a fault.
Do you make anything for cats?
We do. The fish-shaped mats are made with cats in mind, and any design can be personalized with a cat's name.
How long will my order take?
Items are made to order and ship within 3-7 business days. Delivery is 2-5 business days in the US and 7-20 business days internationally (occasionally up to 30). Full details are on our Shipping & Delivery page.
Where are your products made?
Our items are printed to order by production partners in the United States, with some European orders produced in Germany.
What does shipping cost?
US shipping is free on orders of $50 or more, applied automatically at checkout. For US orders under $50, standard shipping is $5.95. For all other destinations, shipping is calculated at checkout based on your address and the items in your order.
Which payment methods do you accept?
You can pay securely at checkout with Visa, Mastercard, American Express, Maestro, UnionPay, PayPal, Apple Pay, Google Pay, Shop Pay and Klarna. The options you see may vary slightly depending on your country and device.
Can I change or cancel my order?
Email us within 12 hours of ordering. If production hasn't started yet, we'll change or cancel it free of charge.
Can I return something?
Because everything is made to order with your pet's name, we cannot accept returns for a change of mind. If an item arrives damaged, defective or incorrect, email us within 30 days of delivery with a photo and you choose between a free replacement or a full refund. See our Returns & Exchanges page.
How do I reach you?
Email contact@pawandboneatelier.com. Include your order number if your question is about an order.