Refund policy

At PawPaw Palace, we want you and your pet to be completely happy with your purchase. If something isn’t right, please review our policy below.

1.Order Changes and Cancellations

If you need to make changes to or cancel an order, please contact us as soon as possible. Requests submitted before you receive shipping confirmation will be honored whenever possible, though please keep in mind that certain adjustments may lead to longer processing times. Orders considered special or those that have already left our facility are not eligible for cancellation or modification. In cases where a shipping label has already been issued, any request to cancel or change the order will include a 10% handling fee based on the total order amount. This fee helps cover the costs associated with intercepting the shipment and processing the returned items. Even if your order has already been shipped, we’re still here to help—feel free to get in touch with any questions or concerns.

2.30-Day Return Policy

  • Eligibility: You may return most items within 30 days of the delivery date for a refund or exchange.
  • Return Requirements:

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

1) The item must be in its original condition, unworn or unused, with all tags still attached.

2)All original packaging, accessories, user manuals, and any accompanying promotional gifts must be included.

3)Returns must be pre-authorized by our customer service team before being sent back.

  • Non-Returnable Items:

All custom or personalized pet products are non-refundable and non-exchangeable.Clearance or final sale items are not eligible for return or exchange.Returns will only be accepted if the item is unused, in its original packaging, and with all tags attached.For hygiene and safety reasons, contact-related pet items cannot be returned once opened or used.

3.Damaged or Defective Items

Reporting: 

If your item arrives damaged or defective, please contact us within 7 days of delivery at Customer@pawpawanimal.com with:

  • Your order number and proof of purchase
  • Photos or videos showing the damage/defect
  • A brief description

4. Lost or Missing Packages

If your item arrives lost or missing, please contact us at Customer@pawpawanimal.com with:

  • Your order number and proof of purchase
  • A brief description