Return & Refund Policy

Website: Paws Peaks

At Paws Peaks, we want you and your pet to be completely satisfied with your purchase. If for any reason you are not satisfied, we’re here to help. This Return & Refund Policy explains your rights and the steps required to request a return or refund.

By placing an order on our website, you agree to the terms outlined below.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • The return request must be submitted within 30 days of delivery.

  • The item must be unused, undamaged, and in its original packaging.

  • The product must not show signs of wear, misuse, or alteration.

  • Proof of purchase (order number or receipt) is required.

We reserve the right to refuse returns that do not meet these conditions.

2. Non-Returnable Items

For hygiene and safety reasons, certain items may not be eligible for return, including:

  • Used grooming tools

  • Opened feeding products

  • Personalized or clearance items

  • Items marked as “Final Sale”

If an item is non-returnable, it will be clearly indicated on the product page.

3. How to Initiate a Return

To begin the return process:

  1. Email us at support@pawspeaks.com

  2. Provide your order number and reason for return

  3. Wait for return authorization instructions

Please do not send items back without prior authorization, as unauthorized returns may not be processed.

4. Return Shipping

Customers are responsible for return shipping costs unless:

  • The item was damaged during delivery

  • The wrong product was shipped

  • The item is defective upon arrival

We recommend using a trackable shipping service, as we are not responsible for lost return packages.

5. Damaged or Defective Items

If your product arrives damaged or defective:

  • Contact us within 7 days of delivery

  • Provide clear photos of the product and packaging

  • Include your order number

Once reviewed, we may offer a replacement, store credit, or refund at our discretion.

6. Refund Process

After we receive and inspect your returned item:

  • Approved refunds will be issued to the original payment method

  • Processing may take 5–10 business days depending on your bank or payment provider

  • Shipping fees are non-refundable unless the return is due to our error

You will receive an email confirmation once your refund has been processed.

7. Exchanges

We currently do not offer direct exchanges. If you would like a different item:

  1. Return the original item (if eligible)

  2. Place a new order separately

This ensures faster processing and accurate inventory management.

8. Late or Missing Refunds

If you have not received your refund:

  • Check your bank account again

  • Contact your credit card company

  • Contact your bank

If you’ve completed these steps and still have not received your refund, please contact us at support@pawspeaks.com.

9. Order Cancellations

Orders may be canceled within 12 hours of placement if they have not yet been processed or shipped. After shipment, cancellations are no longer possible.

10. Chargebacks

If a chargeback is filed without contacting us first, we reserve the right to dispute the claim and provide documentation to the payment provider.

We encourage customers to contact our support team first so we can resolve any concerns quickly and professionally.

11. Contact Information

For all return and refund inquiries:

  • 2516 7th Ave, East Meadow, NY 11554, USA
  • support@pawspeaks.com
  • +1-888-234-1255
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