Returns & Refunds Policy

Return eligibility and 30-day window

You can ask to return an item within 30 calendar days of the date your order was delivered. The 30 days start on the delivery date, not the date you placed the order.

A return requested within those 30 days stays eligible even if you send the parcel after day 30, as long as you follow the return instructions we give you. Please post it promptly once you receive the label.

This policy covers:

• Items you have changed your mind about or no longer want.
• Items your pet has tried and did not like, under our 30-day money-back guarantee.
• Exchanges for a different size, color or variation.
• Items that arrive damaged or defective.
• Items we sent in error, or that are materially different from their description.

For a change-of-mind return, the item should be unused, in its original condition, and returned with its original packaging, accessories, parts and tags where applicable.

30-day money-back guarantee: if your pet has tried the product and does not like it, you can return it within the same 30 days, no questions asked. Normal use while trying it is fine. Please send it back with all its parts and accessories.

The unused-condition requirement does not apply to returns under the money-back guarantee, or to damaged, defective, incorrect or misdescribed items - see the section on those below.

Non-returnable items

There are no product exclusions. Every product category is eligible for return under this policy.

How to start a return

Please ask for return instructions before sending anything back. A parcel that arrives without them can be hard to match to your order.

• Email us at support@myfurrypaws.com with your order number and the items you want to return.
• We review your request and reply with return instructions.
• We send you a prepaid return shipping label, at no cost to you.
• You attach the label and send the parcel to the address in the instructions.
• We receive and inspect the return.
• If the return is approved, we refund you to your original payment method.

Free return shipping

We provide a prepaid return shipping label for eligible returns at no cost to the customer. This applies to every eligible return, including change-of-mind returns, so you never pay return postage upfront.

We do not charge restocking fees for eligible returns, and we do not deduct any return handling or processing fees.

Keep your proof of postage and the tracking number until your refund arrives. If a parcel sent with our prepaid label is lost or delayed, contact us and we will investigate with the carrier using the tracking information. A return lost by the carrier while using our label will not, on its own, stop you getting your refund.

Refunds and processing times

Refunds always go back to your original payment method.

Every approved return gets a full refund: the price you paid for the item, any sales tax charged on it, and the original shipping charge. This applies to change-of-mind returns, returns under our money-back guarantee, and damaged, defective, incorrect or misdescribed items. Original shipping charges are refunded once per order, even if items are returned separately.

How the timing works:

• Delivery: your return travels back to us using the prepaid label.
• Inspection: we inspect your return within 5 business days of receiving it and email you the outcome.
• Approval: if the return meets this policy, we approve the refund.
• Issuing the refund: we issue approved refunds within 5 business days of approval.
• Funds in your account: how long the money takes to appear depends on your bank or payment provider, usually another 5 to 10 business days.

For cancellations under applicable UK statutory cancellation rights, we will issue refunds within 14 calendar days after receiving the returned goods or evidence that they have been sent back, whichever is earlier. This statutory deadline takes precedence over our standard inspection and refund processing times.

Exchanges

To swap an item for a different size, color or variation, email support@myfurrypaws.com and ask for an exchange. We arrange it when the replacement is in stock, and you send the original back with our prepaid label.

If you prefer, you can instead return the original item for a refund and place a new order for the one you want.

Damaged, defective or incorrect items

If your order arrives damaged, defective, or incorrect, please contact our customer support team as soon as possible. Provide your order number, a description of the issue, and photographs if available.

We will review the issue and provide an appropriate resolution, including a replacement or refund where applicable.

Return shipping for eligible damaged, defective, or incorrect items is free.

This policy does not limit rights available under applicable consumer-protection or warranty laws.

Order cancellations

You can ask to cancel an order before it is dispatched - email support@myfurrypaws.com as soon as you can. If the order has not shipped and we cancel it, we refund you in full.

Most orders are processed and dispatched within 1-2 business days. Processing times may vary depending on product availability and fulfillment requirements. Once an order has shipped, it can no longer be canceled and the return process above applies, subject to applicable law.

If we are unable to dispatch your order within the stated timeframe, we will notify you by email with updated shipping information and your available options, including cancellation for a full refund. We handle shipment delays, cancellations, and refunds in accordance with applicable U.S. consumer-protection laws.

Late or missing refunds

If your refund has not appeared:

• Check your refund confirmation email and the processing times above.
• Check with your bank or payment provider whether the refund has been posted.
• If it still has not appeared, email us at support@myfurrypaws.com with your order number.
• We will investigate the payment and get back to you.

Additional rights for international customers

Our 30-day return policy is provided in addition to any mandatory consumer rights that apply in your country.

• United Kingdom: Where statutory online cancellation rights apply, customers may cancel eligible purchases within 14 days after delivery without giving a reason and have a further 14 days to return the goods. For a full-order cancellation under these rights, we refund the applicable standard original delivery charge. Customers may inspect goods as permitted by law, subject to any lawful deductions for excessive handling.
• Australia: Customers retain all applicable rights under Australian Consumer Law, including consumer guarantees and remedies for faulty goods. These rights are not limited by our voluntary 30-day return window.
• Canada: Customers retain any mandatory cancellation, refund, product-quality, and consumer-protection rights applicable in their province or territory.

Where mandatory consumer rights provide greater protection than our standard return conditions, those rights take precedence.

Contact information

• MyFurryPaws
• Operated by POP Gaming LLC
• Email: support@myfurrypaws.com
• Business address: 30 North Gould Street, ste R, Sheridan, WY, 82801, United States
• Return destination: the business address given in your prepaid return instructions.

You can also reach us through our contact page.