Refund policy

Returns & Refunds

We want you and your pet to love every PawJoy order. If something isn't right, here's how we make it right.

30-Day Returns

You may return most items within 30 days of delivery for a refund. Items must be unused, in their original condition and packaging. To start a return, reach out through our Contact page with your order number.

Damaged, Defective, or Wrong Items

If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery with a photo and we'll send a free replacement or issue a full refund — no return shipping required.

Return Shipping

For change-of-mind returns, the customer is responsible for return shipping costs. We recommend a tracked shipping method, as we can't refund items lost in return transit.

Non-Returnable Items

For hygiene reasons, grooming tools and pet bedding that have been used cannot be returned unless defective. Discounted clearance items are final sale.

Refund Processing

Once your return is received and inspected, approved refunds are issued to your original payment method within 5–10 business days. You'll receive an email confirmation at each step.

Order Cancellations

Orders can be cancelled for a full refund within 12 hours of purchase, before they enter processing. After that, please use the standard return process once your order arrives.