Refund policy
At Pawly US, we want you and your pet to be happy with your purchase. If something is not right with your order, please contact us and we will do our best to help.
30-Day Return Policy
You may request a return within 30 days after your order is delivered.
To be eligible for a return, the item must be:
In the same condition in which you received it
Unused and undamaged
In its original packaging when reasonably possible
Accompanied by proof of purchase or your order information
To request a return, contact us at contacts@pawlyus.store.
Do not send a product back before contacting us. If your return is approved, we will provide the appropriate return instructions and return address.
Items returned without prior authorization may not be accepted.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your product arrives damaged, defective, or different from what you ordered, contact us at contacts@pawlyus.store as soon as possible.
Please include:
Your order number
A description of the problem
Clear photos or videos showing the issue, when applicable
After reviewing the information, we may offer a replacement, refund, or another appropriate solution.
If the problem was caused by an incorrect, defective, or damaged item sent to you, Pawly US will not require you to pay return shipping when a return is necessary.
Non-Returnable Items
For safety and hygiene reasons, we may not accept returns of products that:
Have been used, washed, chewed, or damaged after delivery
Show signs of excessive pet use
Have been altered or modified
Are missing important parts or accessories
Cannot safely be resold for hygiene reasons after being opened
This does not affect your rights if the item arrived defective, damaged, or incorrect.
If you are unsure whether your item can be returned, contact us before sending anything back.
Change-of-Mind Returns
If you simply change your mind and the product is eligible for return, you may be responsible for the return shipping cost.
Original shipping charges, if any, are generally non-refundable unless the return is caused by an error on our part or required by applicable law.
Exchanges
The fastest way to receive a different item is usually to request a return for the original product and place a new order after the return is approved.
If your item arrived damaged, defective, or incorrect, contact us first so we can determine the best solution.
Order Cancellations
If you need to cancel an order, contact us as soon as possible at contacts@pawlyus.store.
We will try to cancel the order before it is processed or shipped. However, once an order has entered fulfillment or has already shipped, cancellation may no longer be possible.
In that case, you may request a return after receiving the order, subject to this Refund Policy.
Refunds
Once we receive and inspect an approved return, or otherwise approve a refund, we will notify you.
If approved, the refund will be issued to your original payment method.
Please allow up to 10 business days after the refund is issued for your bank or payment provider to process and display it.
Processing times may vary depending on your financial institution.
If more than 15 business days have passed since we confirmed your refund and you still have not received it, please contact us at contacts@pawlyus.store.
Lost or Undelivered Orders
If your tracking information shows unusual delays or your order has not arrived within the expected delivery period, contact us at contacts@pawlyus.store.
We will review the tracking information and work with the shipping provider or supplier when necessary.
A package marked as delivered by the carrier may require additional verification before a replacement or refund can be issued.
Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address.
If you notice an error in your shipping information, contact us immediately.
Once an order has been processed or shipped, we may not be able to change the delivery address.
Pawly US is not responsible for delivery failures caused solely by incorrect or incomplete information provided by the customer, except where otherwise required by applicable law.
Contact Us
For questions about returns, refunds, damaged products, or your order, contact:
Pawly US
Email: contacts@pawlyus.store