Volume IIICorrespondenceEdition 2026
PReplies, by hand
A letter, if you'd like

Write to us.
We read everything.

— A note from the studio

Whatever's brought you here — a question before you order, a piece that arrived not quite right, or a friend you'd like us to know about — we'd love to hear from you.

One inbox. One real person. No support tickets, no holding music. Most replies go out within a business day.

— Felix & the studio
IIIIIIIV
Write tosupport@puptrace.com
Open a draft
HoursMon — Fri
9 AM – 5 PM ET
Most replies withinOne business
day
Chapter I.
The Desk · One inbox

One inbox.
One real person.

Email is the only place we promise a reply, because it's the only place we can keep that promise. No chat window we can't staff. No phone tree. The same small team that draws your portraits answers your letters.

Most emails are answered within one business day. During peak seasons (December and Mother's Day week) please allow up to two business days. If you write outside our hours, we'll see it first thing the next morning.

— A small noteIf your reply needs to be in French or German, write in whichever language is easiest — we'll answer in the same one.
Chapter II.
A few notes · So we can help on the first reply

Before you
hit send.

A few small things — when you include them, the first reply solves it. None of these are required. Send whatever you've got, and we'll ask if we need more.

  • i.If it's an existing orderYour order number.Starts with PT-. It's in your confirmation email — or just paste the whole subject line, that works too.
  • ii.If it's a custom-artwork questionYour pet's name.The one the keepsake is for. We always want to know who we're drawing — even before there's an order.
  • iii.If something arrived wrongA clear photo.Of the piece, the packaging, the issue — whatever shows it best. Phone-camera daylight is plenty.
  • iv.If English isn't easiestYour preferred language.We'll write back in the same one. English, French and German are answered in house.
Chapter III.
Looking for a policy · A faster answer

You may not
need to wait.

If your question is about shipping times, returns, or how to track a piece in transit, the answer is probably already written down. Have a look here first — it'll be quicker than waiting for us.

i.

Shipping times
& what to expect.

Production windows, transit times, customs, and the answer to "where is my order right now."

Shipping policy
ii.

Returns, refunds,
& exchanges.

How the 30-day guarantee · Love it or remake works — and how to start one without an email back-and-forth.

Returns & refunds
iii.

Track a piece
in transit.

If it’s already shipped, plug your order number into the tracker for live carrier updates. Most US orders arrive within 3–10 business days, Canada within 5–15.

Open the tracker ↗
iv.

The craft
& how we make it.

Hand-drawn from your photo, by a real artist, engraved into 316L Surgical Stainless Steel. The long answer is here.

About the studio
Plate IV.For the ones we don't have a form for.
Chapter IV.
Tell us their story · No ask required

Sometimes you
just want to tell us.

Sometimes you don't need anything from us. You just want a real person to know about the pet you loved — the one curled at your feet for fifteen years, the one you said goodbye to last Tuesday, the one your daughter is still waiting to find.

We read those letters too. There's no order required, no reply expected. Write whenever you're ready.

— From the studioWe started because Felix couldn't find a necklace that looked like Sunny. We know what it is to have a face you can't stop seeing. Whatever you'd like to share, you can.— Felix · Founder
— A reply, by hand

One letter away
from a real person.

Write whenever you're ready. We'll see it Monday through Friday, 9 AM – 5 PM Eastern, and most replies go out within a business day.

Write to the studio
Hand-drawn from your photoBy a real artistBuilt to never fade
PupTrace · Volume III— Keep them close.Edition 2026