🐾 Refunds & Returns Policy
Paws N Frens
❤️ Our Promise to You
At Paws N Frens, we want you and your furry friend to LOVE your purchase.
If something isn’t right, don’t worry — we’ll make it right.
🛍️ Returns & Exchanges
Because our products are custom-made just for your pet, we handle returns a little differently than large retail stores.
✅ We’ll gladly replace or refund your order if:
- Your item arrives damaged
- Your item is defective
- You received the wrong item
- Your order is lost in transit
👉 Please contact us within 14 days of delivery
⚠️ Important Notes
- All items are made to order through our fulfillment partners
- Replacements and refunds must meet our production partner’s quality guidelines
- Clear photo evidence may be required to process a claim
🐶 Not Sure About Size? We Got You
Each product page includes a detailed size guide to help you choose the perfect fit.
Because items are made to order, we’re unable to accept returns or exchanges for incorrect sizing.
💡 If you’re unsure before ordering, reach out—we’re happy to help you find the right size for your pet.
🔄 Easy Replacements (No Hassle)
If something is wrong with your order:
- We’ll send a free replacement
- In most cases, you won’t need to return the item
💸 Refunds
If a replacement cannot be provided, we’ll issue a refund to your original payment method.
⏱ Please allow 3–7 business days for processing depending on your bank.
⏳ Order Changes & Cancellations
Since your order enters production quickly:
- Changes or cancellations must be requested within 2 hours of placing your order
- Once production begins, we are unable to modify or cancel the order
📦 Lost or Missing Packages
If your tracking shows “delivered” but you have not received your package:
- Verify your shipping address
- Check with neighbors or building staff
- Contact your local carrier
If the package is confirmed lost by the carrier, we will send a free replacement.
🚚 Shipping Costs
Shipping fees are non-refundable, unless the issue was caused by an error on our end.
📩 Reporting an Issue
To report a problem with your order, please contact us at:
Include the following:
- Your order number
- A brief description of the issue
- Photos of the item and packaging
- (If applicable) photo of size tag or design issue
⏱ We typically respond within 24–48 hours
🐾 We’re Here for You
We’re always here to help you and your furry friends.
Your happiness—and your pet’s comfort—means everything to us ❤️