Refund policy

Return & Refund Policy

At Pup & Paw, we want you and your pet to feel confident with every order. Because we work with trusted vendor partners and many products ship directly from our suppliers, some return details may vary depending on the product type and vendor.

Return Window

We accept returns on eligible items within 14 days of delivery.

To be eligible for a return, the item must be:

  • Unused
  • Unopened
  • In its original packaging
  • In the same condition it was received

Items That Cannot Be Returned

For health and safety reasons, the following items are final sale once opened or used:

  • Dog food
  • Treats
  • Supplements
  • Peanut butter
  • Meal toppers
  • Nourishment products
  • Grooming products
  • Any consumable pet product

If one of these items arrives damaged, defective, or incorrect, please contact us and we’ll help make it right.

Damaged, Defective, or Incorrect Items

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

Please include:

  • Your order number
  • Photos of the item
  • Photos of the packaging
  • A brief description of the issue

Once reviewed, we may offer a replacement, refund, store credit, or another resolution depending on the issue and vendor policy.

Return Shipping

Customers are responsible for return shipping costs unless the item arrives damaged, defective, or incorrect.

If a return is approved, we’ll provide instructions on where to send the item. Because some products ship directly from our vendor partners, return addresses may vary by product.

Refunds

Once your return is received and approved, your refund will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.

Original shipping costs are non-refundable unless the return is due to a damaged, defective, or incorrect item.

Exchanges

We do not guarantee exchanges for all products, but we may be able to help with a replacement if the item arrives damaged, defective, or incorrect.

Cancellations

Orders may only be canceled before they are processed or shipped by the vendor. Once an order has been processed or shipped, it cannot be canceled and must follow our return policy.

How to Start a Return

To start a return, contact us at:

support@pupandpaw.co

Please include your order number and the reason for the return.