Return Policy
Return & Refund Policy
We want every PawPeak customer to feel confident in their purchase. If your order arrives damaged, incorrect, or defective, please contact us so we can help make it right.
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be unused, undamaged, in the same condition that you received it, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at:
Please include your order number and a brief explanation of the issue.
If your return is approved, we’ll provide return instructions. Return location may vary depending on the item and fulfillment partner. Items sent back without first contacting us will not be accepted.
We do not accept returns sent directly to the manufacturer or supplier unless we specifically instruct you to do so.
Damaged, Defective, or Incorrect Items
We may request clear photos or video of the item, packaging, shipping label, defect, damage, or missing parts before approving a refund or replacement.
Please inspect your order as soon as it arrives. If your item is defective, damaged, or if you received the wrong item, contact us as soon as possible at:
Please include:
- Your order number
- A description of the issue
- Clear photos or video of the item
- Photos of the packaging, if available
If the issue is approved, we may offer a replacement, refund, or another appropriate solution depending on the situation.
Non-Returnable Items
For safety and hygiene reasons, we cannot accept returns on pet products that have been used, chewed, damaged by a pet, washed, altered, or are no longer in their original condition unless the item arrived defective or damaged.
We also cannot accept returns on:
- Gift cards
- Final sale items
- Personalized or custom items
- Items damaged from normal wear and tear
- Items damaged by misuse, chewing, rough play, or lack of supervision
- Products returned without prior approval
- Products not returned in their original packaging
Please contact us if you have questions about whether your item qualifies for a return.
Change-of-Mind Returns
If you changed your mind about a purchase, we may accept a return only if the item is unused, unopened, undamaged, and in its original packaging.
Customer-requested change-of-mind returns are not guaranteed. If approved, the customer is responsible for return shipping costs unless otherwise stated.
Original shipping charges are non-refundable unless the return is due to our error, a damaged item, a defective item, or an incorrect item.
Exchanges
The fastest way to get the item you want is to return the item you have, if eligible. Once the return is accepted, you can place a separate order for the new item.
Refunds
We’ll notify you once we’ve received and inspected your return, and we’ll let you know whether the refund was approved.
If approved, your refund will be issued to your original payment method within 10 business days.
Please remember that it may take additional time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since your refund was approved, contact us at: