Refund policy

30-day return policy

You may request a return within 30 days after receiving your item. To be eligible, the item must be in the same condition in which you received it, unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

Before returning anything, contact PawShips at sales@pawships.com. PawShips is an online retailer, and some products are fulfilled directly by independent suppliers through Shopify Collective. Because the approved return destination can vary by product and supplier, we will provide return instructions and the correct destination after your request is approved. Do not send a return to the business contact address unless we specifically instruct you to do so. Unauthorized returns or items sent without prior approval may not be accepted or refunded.

If your return is approved, follow the instructions we provide. Unless the item is damaged, defective, incorrect, or otherwise covered by applicable law, original shipping charges are not refundable and return-shipping costs may be the customer's responsibility.

Damaged, defective, or incorrect items

Inspect your order when it arrives. If an item is damaged, defective, or not what you ordered, contact sales@pawships.com promptly with your order number and clear photos of the item and packaging. After we review and approve the claim, we will provide the appropriate resolution, which may include replacement, refund, or approved return instructions. When a return is required for an approved damaged, defective, or incorrect item, we will provide a prepaid return label or otherwise cover the reasonable return-shipping cost.

Exceptions and non-returnable items

Certain items cannot be returned for health, safety, or legal reasons, including opened or used pet food, treats, supplements, grooming or personal-care products; custom or personalized products; hazardous materials; flammable liquids or gases; and gift cards. Products clearly marked Final Sale are also not returnable. A discount or promotional price by itself does not make an item ineligible for return. Contact us if you have questions about a specific item.

Exchanges

The fastest way to obtain a different item is to request a return. After the return is approved, place a separate order for the replacement item.

European Union 14-day cooling-off period

If merchandise is shipped into the European Union, you may have the right to cancel or return the order within 14 days without providing a reason, subject to applicable law. The item must be in the same condition in which it was received, unworn or unused, with tags, in its original packaging, and accompanied by proof of purchase. Legal exceptions may apply to sealed goods opened after delivery and other excluded products.

Refunds

We will notify you after the approved return is received and inspected. If the refund is approved, it will be issued automatically to the original payment method, generally within 10 business days. Your bank or card issuer may need additional time to post it. If more than 15 business days have passed since we approved your refund, contact sales@pawships.com.