Refund policy

Last updated: June 12, 2026

We want your PackAndPaws order to feel easy from the moment it arrives. If something is not right, please contact us and we will help review the issue clearly and fairly.

30-day return window

You may request a return within 30 days after your order is delivered. To be eligible, the item should be unused, clean, and in the same condition that you received it, with its original packaging and accessories when possible.

How to start a return

Email us at support@packandpaws.com with your order number, the item you would like to return, and a short reason for the request. If the item arrived damaged or incorrect, please include clear photos of the product, packaging, and shipping label so we can verify it quickly.

Return approval and shipping

Please wait for our return instructions before sending anything back. Items sent back without approval may be delayed or may not be accepted. Unless the item is damaged, defective, or incorrect, return shipping costs are the customer's responsibility.

Refund timing

After your return is received and inspected, we will notify you of the refund status. Approved refunds are issued to the original payment method. Your bank or payment provider may need additional time to post the refund to your account.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or different from what you ordered, please contact us within 7 days of delivery. We will review the photos and order details, then offer a replacement, refund, or other suitable solution.

Items that cannot be returned

Used items, items with visible wear, items missing parts or packaging, final-sale items, and gift cards are not eligible for return unless required by applicable law.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible. Once an order has been processed or shipped, we may not be able to cancel or edit it.

Need help?

Contact us at support@packandpaws.com. Please include your order number so we can help faster.