Refund & Return 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