Return, Refund & Cancellation Policy
Last updated: 21.09.2026
Order Cancellation
You can cancel your order at any time before it has shipped. Orders are processed within 1–3 business days, so please contact us as soon as possible at support@paw-friend.com, stating your order number.
- Order not yet shipped: If your order is still being processed or prepared, we will do our best to cancel it.
- Order already shipped: Once your order has shipped, it can no longer be cancelled. In this case, you can return it after delivery under the Returns section below.
- Refund after cancellation: If your cancellation is successful, we will refund the full amount to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
Returns
We offer a 30-day return policy. You have 30 days from the date you received your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it: unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, contact us at support@paw-friend.com. If your return is accepted, we will send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Return Shipping Costs
You will be responsible for paying your own shipping costs for returning your item. Shipping costs are non-refundable.
Damages and Issues
Please inspect your order upon receipt and contact us at support@paw-friend.com within 30 days of the delivery date if the item is defective, damaged, or if you received the wrong item. We will provide a replacement or a full refund, at your choice, at no cost to you. Please include your order number and a photo of the item.
Exceptions / Non-Returnable Items
Certain items cannot be returned, including personalized or custom-made products, as these are made specifically to your individual specifications and are not resalable.
As a gesture of goodwill, personalized products may in individual cases still be accepted for return. In such cases, a $12 fee for the personalized item will be deducted from your refund, and you will be responsible for return shipping costs.
Refunds
Once we've received and inspected your return, we will notify you if the refund was approved. If approved, you'll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at support@paw-friend.com.