Refund policy

30-Day Return & Refund Policy

At Paws & Pockets, we want you and your pet to love your purchase. If you are not completely satisfied with your order, we are here to help clear up any issues.

1. 30-Day Return Window

We offer a strict 30-day return policy. You have exactly 30 days from the day your item was delivered to request a formal return. To be eligible for a return, your item must be unused, unwashed, hair-free, and in the exact same condition that you received it. It must also be kept securely inside its original packaging.

2. How to Start a Return

To initiate a return process, you must contact our customer care team directly via email at info@pawsandpockets.store. Our support team operates out of Torrance, California, and handles requests Monday through Friday, 9:00 AM – 3:00 PM PST. If your return request is approved, we will provide you with the necessary instructions and the authorized return mailing destination.

Please note: Items mailed back to us without first submitting an email request will not be accepted.

3. Return Shipping Costs

Customers are responsible for paying their own return shipping costs. Shipping fees are entirely non-refundable. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned package.

4. Exclusions & Non-Returnable Items

To comply with standard safety regulations, certain types of items cannot be returned under any circumstances. These include opened pet treats/food, custom or personalized items, and clearance/final sale merchandise.

5. Damaged or Broken Items

Please inspect your package immediately upon delivery. If an item arrives broken, defective, or incorrect, please email info@pawsandpockets.store within 48 hours of delivery with clear photo evidence so we can evaluate the issue and send a replacement right away.

6. Refund Processing Timeline

Once we receive, inspect, and approve your return, we will process your refund instantly. The money will automatically be credited back to your original payment method. Please allow up to 10 business days for your banking institution or credit card provider to officially post the refund transaction to your account.

Refunds
Once your return is received and inspected, approved refunds are issued to your original payment method. Please allow up to 10 business days for your bank or card provider to post the refund.