Clinic Portal FAQ

1. Sign in at partners.spawts.com using your clinic’s registered email address and the authentication code sent to that inbox.
2. Select Start New Order.
3. Complete one Pet & Owner Information Form for one pet.
4. Select Save to Draft Cart. The Portal automatically names the Draft Cart using the pet’s first name and owner’s last name.
5. Select Shop Keepsakes, complete the options for each product and select Save to Draft Cart.
6. Choose the correct pet’s Draft Cart each time you save a product.
7. Open the pet’s Draft Cart. Select Add All to Cart to move the complete order into checkout, or use the individual Add to Cart button beside a single item when only that item needs editing.
8. Review the checkout cart, complete checkout and select Confirm Order.
9. Make note of the separate four-digit Spawts order number shown on the confirmation screen.
10. Attach that four-digit order number and the required identifying information to every physical impression before it is sent to Spawts.

Important: Completing the information form or moving items into checkout does not submit the order. The order exists only after Confirm Order is selected and a four-digit Spawts order number is issued.

Select the profile icon in the top-right corner of the Portal. Enter your clinic’s registered email address, then enter the temporary authentication code sent to that inbox.

Only the registered clinic email address can access the clinic account and wholesale pricing. Contact Spawts if your clinic needs to change the registered email.

When you are signed in, the profile icon in the top-right corner appears as a dark circle containing the first letter of your clinic name. When you are logged out, it appears as the outline of a person.

If you select Start New Order and the form fields are missing or cannot be completed, you have likely been logged out. Select the profile icon and sign in again using the clinic’s registered email address and authentication code.

Yes. Your clinic must use its registered email address to access the account and wholesale pricing. There is no conventional password. Each sign-in uses a temporary authentication code sent to the registered inbox.

Complete one form for one pet. Enter the pet and owner information carefully because those details become the default customization information for every product assigned to that pet’s order.

The pet’s name, owner’s last name and other applicable details will automatically populate on the products so your team does not have to enter the same information repeatedly. Staff can still change the details on an individual product when needed.

The information from the form is also used on the final product packaging for identification.

No. Once the order has been successfully submitted through the Portal and a four-digit Spawts order number has been issued, you do not also need to complete the old handwritten order card.

You must still label every physical impression individually with the matching order number and identifying information.

Yes, but each pet must be processed separately.

Each pet requires:

• one Pet & Owner Information Form;
• one Draft Cart;
• products assigned only to that pet;
• one separate checkout; and
• one separate four-digit Spawts order number.

A checkout cart can contain only one Pet & Owner Information Form and as many products as needed for that pet.

If two information forms are in the checkout cart, one must be removed before checkout can be completed. Every product in the checkout cart will be connected to the single information form that remains.

Yes. Add as many products as needed to the same pet’s Draft Cart. Every product saved to that Draft Cart will be connected to that pet’s information form.

A product can be assigned to only one Pet & Owner Information Form.

Open partners.spawts.com while logged out, or open the site in a private or incognito browser window. Wholesale pricing is visible only while the clinic is signed in.

Send a request through the Contact page or email info@spawts.com.

A Draft Cart is a saved order for one pet. It holds the Pet & Owner Information Form and any products assigned to that pet.

You can keep as many Draft Carts as needed while waiting for a family to confirm products, colours or other details.

When a new Pet & Owner Information Form is saved, the Portal automatically names the Draft Cart using the pet’s first name and owner’s last name. In most cases, staff only need to select Save.

When items are later returned from the checkout cart using Save to Draft, staff can select an existing Draft Cart by name or create a new Draft Cart by entering a name manually.

Yes. Keep the Pet & Owner Information Form and products in the pet’s Draft Cart until the family has confirmed the order.

If items have already been moved into the checkout cart, select Save to Draft before starting another order. You can return the items to an existing Draft Cart by selecting its name, or create a new Draft Cart by typing a name.

1. Open the Draft Cart.
2. Select the individual Add to Cart button beside the information form or product that needs editing.
3. Open the checkout cart.
4. Select Edit Options on that item and make the changes.
5. Select Save to Draft.
6. Choose the Draft Cart you want to return the item to, or create a new Draft Cart by entering a name.

Only the selected item moves into the checkout cart. The other items remain in the original Draft Cart.

1. Open the pet’s Draft Cart.
2. Select Add All to Cart.
3. Open each item that needs changing and select Edit Options.
4. When finished, either complete checkout or select Save to Draft.
5. If saving, choose an existing Draft Cart or enter a name for a new one.

Selecting Add All to Cart moves every item out of the Draft Cart and into the active checkout cart.

Add to Cart moves only the individual item beside that button into the active checkout cart.

Add All to Cart moves the entire Draft Cart into the active checkout cart.

Items that have been moved are removed from Draft Carts until they are either checked out or returned using Save to Draft.

These options appear when the active checkout cart already contains items and you attempt to add another item or Draft Cart.

• Replace Cart discards the unsubmitted contents currently in the checkout cart and replaces them with the new items.
• Merge Cart combines the items.

Never merge orders belonging to different pets. Each checkout may contain only one Pet & Owner Information Form.

Only use Merge Cart when you are certain all items belong to the same pet and the final checkout will contain one information form. The safest practice is to finish checkout or use Save to Draft before opening another pet’s order.

Before checking out, confirm that the cart contains:

• one Pet & Owner Information Form;
• at least one product;
• products belonging only to that pet;
• all required photographs or files; and
• complete customization details.

Proceed through checkout and select Confirm Order.

After selecting Confirm Order, the confirmation screen displays two numbers:

• a longer alphanumeric confirmation number, such as Confirmation #1VAXHAMPL; and
• a separate four-digit Spawts order number, such as Order number: #3154.

The longer alphanumeric number is not the Spawts order number.

No four-digit Spawts order number means the order has not been submitted.

The number appears:

• on the final confirmation screen;
• in the confirmation email sent to the clinic; and
• under Previous Orders, accessed through the profile icon in the top-right corner.

Once Confirm Order has been selected and a four-digit order number has been issued, changes must be made by contacting Spawts.

Provide the order number, pet’s first name, owner’s last name, clinic name and the requested change. Changes may not be possible after production has begun.

Choose the Order Type based on the number of unique impression sources being submitted for that pet.

• 1 Impression for 1 Keepsake: one impression source used for one keepsake.
• 1 Impression Duplicated for Multiple Keepsakes: one impression source used to create more than one keepsake.
• Multiple Impressions for Multiple Keepsakes: more than one impression source for the same pet, such as a front paw and back paw, or a Pawkit impression and a contour ink print.

When multiple sources are submitted, each product must be assigned to the correct source.

No. One good impression can be duplicated to create multiple keepsakes. Select 1 Impression Duplicated for Multiple Keepsakes when one source will be used for several products.

Use the label on the outside of the Pawkit bag. Include:

• the four-digit Spawts order number;
• the pet’s first name;
• the owner’s last name;
• the clinic name; and
• the impression sequence.

Even a single impression should be labelled 1/1. Two impressions should be labelled 1/2 and 2/2.

Example: #3154 | Baker | Oakes | Eagleview Vet | 1/1

For air-dry clay, physical ink prints, older Spawts impressions or another approved physical source, securely attach a label containing:

• the four-digit order number;
• the pet’s first name;
• the owner’s last name;
• the clinic name; and
• the impression sequence, including 1/1 for a single source.

The label must not be able to separate from the source during transit. Do not write directly on a clay impression, and do not rely only on a packing slip inside the box.

Upload the digital impression source on the Pet & Owner Information Form. This includes a digital ink print, a scanned impression, a photograph of the paw or another approved digital source that will be used to represent the paw print.

Upload colour, fur-colour, coat-pattern and other visual references with the individual product they apply to.

This ensures the reference is connected to the correct keepsake.

No physical shipment is required when the paw-print source and every required colour, fur-colour and pattern reference are digital.

The order can enter production once:

• checkout has been completed;
• a four-digit order number has been issued;
• the digital impression source has been uploaded on the information form; and
• all product-specific digital references have been uploaded with the applicable products.

For added identification, include the order number, pet’s first name, owner’s last name and clinic name in the uploaded file name, label, note or accompanying document whenever possible.

For an order with a physical impression, include a fur clipping with the impression.

• For a Spawts Pawkit, place the fur clipping inside the Pawkit bag.
• For another physical impression source, secure the fur clipping to the source so the two cannot become separated in transit.

If the same fur reference applies to all impressions and products in one pet’s order, the clipping may be included with the first impression source. Make it clear in the product instructions that the same fur reference applies to the remaining keepsakes.

For a completely digital order, upload clear fur-colour and pattern references with the applicable product.

When a local clinic submits an order through the Portal, the Spawts team is notified and will arrange pickup through the clinic’s regular local service.

Production cannot begin until the completed online order and matching physical impression have both arrived at the studio.

Select Ship at the top of the Partner Portal or visit:

partners.spawts.com/pages/request-a-waybill

Canada Post is Spawts’ primary shipping partner. If your clinic cannot receive or use Canada Post service, contact Spawts to request a Purolator waybill.

Packages can be received Monday through Friday between 8:00 a.m. and 4:00 p.m. Pacific Time.

The studio is closed on weekends and federal and British Columbia statutory holidays.

A physical-impression order can enter production only after Spawts has received both:

• the completed online order with its four-digit order number; and
• the matching physical impression, correctly labelled.

A completely digital order can enter production once the online order is confirmed and all required digital impression, colour, fur and pattern files have been received.

Complete orders received by 4:00 p.m. Pacific Time on Friday are scheduled to enter production the following Monday and ship back to the clinic within three weeks of entering production.

A physical order is complete only when both the confirmed online order and matching physical impression have arrived. A digital-only order is complete only when the confirmed order and every required digital file have been received.

Missing order numbers, impressions, files or customization details may delay the production start date.

Spawts offers free shipping on orders of four or more Spawts medallions. Orders of three medallions or fewer are billed at Spawts’ discounted shipping cost on the clinic’s invoice.

Spawts currently issues a consolidated invoice at the end of each month for complete orders that entered production during that month.

Please include the clinic name and applicable order numbers with payment.

Use the Portal’s Contact page or email info@spawts.com.

Yes. The Pet & Owner Information Form supplies the default pet and owner details for the order. Product-specific wording, dates and special requests are entered or changed on the applicable product.

Review every product before checkout. Custom text beyond the standard included options may involve an additional fee.

Use the Portal’s product images and Spawts colour-reference materials to review the available glazes with the family. Saving the colour-reference images to a clinic tablet or desktop can make them easier to access during sensitive conversations.

An Impression keepsake is created from a three-dimensional paw impression and captures depth, texture and individual paw detail.

A Contour keepsake is created from an ink print, scan or photograph and captures the outline rather than the three-dimensional texture.

Spawts glazes are natural and reactive. Each piece develops its own variation during firing, so colour, movement and pattern may differ slightly from photographs and samples. This variation is intentional and makes each keepsake unique.

Often, yes. Spawts may be able to create a mould from an existing Spawt or use the previous impression to make additional products. Contact Spawts before submitting the order so the studio can confirm the best process.

Spawts may be able to work from an ink print, an existing impression, a scan or a clear photograph of the paw. Upload the digital paw-print source on the Pet & Owner Information Form and upload any product-specific colour or pattern references with the applicable product.

Open Draft Carts from the top navigation and search by pet name.

If the Draft Cart disappeared immediately after selecting Add All to Cart, the items have moved into the active checkout cart. Complete checkout or use Save to Draft before starting another order.

You have likely been logged out. Select the profile icon in the top-right corner, sign in using the clinic’s registered email address and enter the authentication code sent to that inbox.

Confirm that the checkout cart contains:

• exactly one Pet & Owner Information Form;
• at least one product;
• products belonging only to that pet; and
• all required information and uploaded files.

If two information forms are present, remove one before continuing.

Use the separate four-digit Spawts order number shown beneath the longer alphanumeric confirmation number.

Example: Confirmation #1VAXHAMPL is not the order number. Order number: #3154 is the number used for labelling, shipping and communication with Spawts.

Contact Spawts before checkout whenever possible. Once Confirm Order has been selected, changes must be handled by the Spawts team and may not be possible after production begins.

Yes. Spawts can arrange a one-on-one Zoom walkthrough for any clinic or staff member who would benefit from guided support.