Refund Policy

Quick summary — 30 days from delivery, unused items only, original packaging required. Refunds processed in 5-10 business days. Damaged or wrong items? We'll make it right at no cost to you.

1. Return Window

You may request a return within 30 days of the delivery date. After 30 days, returns are not accepted, but we're happy to help with warranty or product issues on a case-by-case basis.

2. Eligibility

Eligible for return

  • Unused items in original condition
  • Original packaging intact
  • Accessories and unopened treats/supplements
  • Items damaged or defective on arrival
  • Wrong item received (our error)

Not eligible for return

  • Used or worn items (including chewed toys)
  • Opened food, treats, or supplements (for safety reasons)
  • Custom or personalized products
  • Final sale or clearance items
  • Items returned beyond the 30-day window

3. How to Request a Return

  1. Email us at info@pawcaro.com with your order number and reason for return
  2. Get approval — we'll reply within 1-2 business days with a Return Authorization and return address
  3. Ship the item — pack it securely with original packaging; include your order number inside
  4. Refund issued — once we receive and inspect the item, your refund is processed within 5-10 business days

4. Refund Method

  • Refunds go back to your original payment method (credit card, PayPal, etc.)
  • Shipping costs (original) are non-refundable unless the return is due to our error
  • Return shipping is the customer's responsibility, except for damaged/wrong items — we'll cover those
  • Depending on your bank, it may take 3-7 additional days for the refund to appear on your statement

5. Exchanges

Want a different size, color, or product? The fastest way is to return the original item for a refund and place a new order. We don't hold inventory for exchanges, so this keeps things simple and fast.

6. Damaged or Defective Items

If your order arrives damaged or defective:

  • Contact us within 7 days of delivery
  • Include photos of the damage and your order number
  • We'll send a free replacement or issue a full refund — your choice
  • No need to return the damaged item unless we ask

7. Lost Packages

If your package is marked as delivered but you haven't received it:

  • Check with neighbors and household members first
  • Wait 24-48 hours — carriers sometimes mark deliveries prematurely
  • Contact us and we'll open an investigation with the carrier
  • If confirmed lost, we'll resend or refund — your choice

8. Order Cancellations

  • Orders can be cancelled free of charge if requested before shipping (usually within 12 hours of order)
  • Once shipped, cancellation is not possible — please follow the return process instead
  • To cancel, email info@pawcaro.com ASAP with "CANCEL" + your order number in the subject

9. Partial Refunds

In some cases, we may issue a partial refund:

  • Items returned with missing parts or damaged packaging (not due to our error)
  • Items significantly different from their condition at shipment

10. Contact Us

Questions about returns or refunds? We're here to help:

  • Email: info@pawcaro.com
  • Response time: within 1-2 business days
  • Hours: Mon-Fri, 9:00 AM - 6:00 PM (EST)