Refund policy

The Paw Palace — Refund & Return Policy

 

Last updated: September 17, 2026

At The Paw Palace, we want you to be satisfied with your purchase. If your order arrives damaged, defective, incorrect, or with an item missing, please contact us so we can review the issue and work toward an appropriate resolution.

Damaged, Defective, Incorrect, or Missing Items

If your order arrives damaged, defective, incorrect, or incomplete, please contact us within 7 days of delivery.

To help us resolve the issue, please provide:

Your order number

A description of the problem

Clear photos of the item and packaging

A video when necessary to demonstrate the defect or damage

After reviewing your claim, we may offer a replacement, resend, partial refund, or full refund, depending on the circumstances.

Please do not discard the product or packaging until your claim has been resolved.

Returns

Please contact us before returning any product. Returns sent without prior authorization may not be accepted.

Approved returns must generally be requested within 30 days of receiving your order. Items must be unused, unworn, and in their original condition and packaging unless the item arrived damaged or defective.

Because some of our products are fulfilled from international warehouses, an approved return may need to be sent to the designated fulfillment warehouse. Do not return products to the address shown on the original shipping package unless we specifically instruct you to do so.

Unless the product was damaged, defective, or incorrect due to our error, customers are responsible for applicable return-shipping costs.

Change-of-Mind Returns

We do not guarantee refunds or free returns because you changed your mind, selected the wrong size, color, or variant, or no longer want the product.

Please review product descriptions, measurements, sizing information, and selected variants carefully before completing your purchase.

Order Cancellations

Contact us as soon as possible if you need to cancel an order.

We will attempt to cancel orders that have not yet entered processing or fulfillment. Once an order has been processed, fulfilled, or shipped, we cannot guarantee cancellation.

Refunds

If your refund is approved, it will be issued to your original payment method.

After we issue a refund, your bank, credit-card company, or payment provider may require additional processing time before the funds appear in your account.

Original shipping charges and return-shipping costs are generally non-refundable unless the refund results from a damaged, defective, or incorrect product or another error for which The Paw Palace is responsible.

Lost or Undelivered Packages

If tracking indicates that your package has not been delivered within the expected delivery period, contact us so we can investigate the shipment.

We may require confirmation of the shipping address and other information before approving a replacement or refund.

The Paw Palace is not responsible for delivery problems caused by an incorrect or incomplete shipping address provided by the customer.

Exceptions / Non-Returnable Items

For health, hygiene, and safety reasons, certain used or opened pet-care, grooming, personal-use, or sanitary products may not be eligible for return unless they arrived damaged, defective, or incorrect.

Customized or personalized products may also be non-returnable except when defective, damaged, or incorrectly produced.

International Orders

International customers may be responsible for return-shipping costs, customs charges, duties, taxes, or other fees associated with a return unless otherwise required by applicable law.

Nothing in this policy limits consumer rights that cannot legally be waived in the customer's jurisdiction.

Contact Us

If you have a problem with an order, please contact The Paw Palace through the contact information provided on our website. Include your order number and relevant photos or videos so we can assist you as quickly as possible.