Refund policy

Last updated: October 7, 2026

Returns, Exchanges & Damaged Items

We want every PawPawDoo order to arrive in good shape and be right for your pet. This policy explains what to do if it isn't. Questions? Email us anytime at support@pawpawdoo.store.

1. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or is not the item you ordered, email us within 48 hours of delivery at support@pawpawdoo.store with:

  • your order number,
  • a short description of the problem,
  • clear photos and a short video of the item (and the outer packaging if it was damaged in transit).

Our team will review your claim and reply within 24-48 hours. If approved, we will send a replacement or, if a replacement is not available, refund the item to your original payment method. You do not need to ship the item back unless we ask you to.

2. Exchanges within 30 days

If an item isn't right for your pet, you may request an exchange or store credit within 30 days of delivery, provided the item is unused, clean, and in its original condition and packaging. Please email support@pawpawdoo.store before sending anything back and we will give you instructions. Return shipping for exchanges is the customer's responsibility. Items sent back without contacting us first may not be accepted.

3. What we can't accept

  • Cash refunds for change of mind (exchange or store credit only, as described above).
  • Items that have been used, washed, chewed, or damaged through normal wear, misuse, or pet activity.
  • Damage or wrong-item claims made after 48 hours of delivery, or without the photos and video described in Section 1.

4. Refunds

Approved refunds go back to the original payment method. Depending on your bank or card issuer, it can take 5-10 business days to appear on your statement.

5. Cancelling an order

You can cancel an order for a full refund any time before it ships. Email support@pawpawdoo.store with your order number as soon as possible. Once an order has shipped, the policies above apply.

6. Your legal rights

Nothing in this policy limits any rights you have under applicable consumer-protection law.

7. Updates to this policy

We may update this policy from time to time. The version in effect when you placed your order applies to that order.