Shipping, Return & Refund Policy

Last Updated: January 1st 2026

At PAWPUBBY, we are committed to providing a clear and reliable shopping experience. Please review the following Shipping, Return and Refund Policy before placing your order.

By placing an order with PAWPUBBY, you acknowledge that you have reviewed and agreed to the terms below.

1. Shipping Policy

Order Processing and Estimated Transit Times

Estimated shipping times begin after an order has been dispatched and do not include order processing time, weekends, public holidays, customs clearance or unexpected carrier delays.

Estimated transit times are:

Expedited Shipping: Approximately 2–5 business days
Standard Shipping / Registered Mail: Approximately 7–15 business days
United States Orders: Generally 2–5 business days after dispatch via USPS, UPS or another domestic carrier

All delivery times are estimates only and are not guaranteed.

Orders containing batteries, oversized products, preorder products, backordered products or products requiring special handling may require additional processing or transit time. Any product-specific shipping estimate shown on the product page or communicated by Customer Support will apply.

Orders containing multiple products may be shipped in separate packages.

Shipping Fees

Free standard shipping may be available on eligible products and destinations.

Oversized or high-dimensional-weight products may be excluded from free shipping. If an additional shipping charge is required after an order is placed, PAWPUBBY will contact the customer before shipment. The customer may accept the additional charge or cancel the affected unshipped item for a refund.

Expedited shipping fees, remote-area surcharges and other applicable shipping charges will be displayed at checkout whenever available.

Tracking Information

Once an order has been shipped, tracking information will be sent to the email address or phone number provided at checkout when tracking is available.

Tracking information may take 24–72 hours to update after the shipping confirmation is issued.

Customers may contact PAWPUBBY Customer Support if:

Tracking has not updated for an extended period;
The estimated delivery window has passed;
The tracking number appears invalid; or
Additional tracking assistance is required.

Please provide your order number when contacting us.

Address Accuracy and Address Changes

Customers are responsible for providing a complete and accurate shipping address, recipient name, telephone number and any customs-related information required for delivery.

Please carefully check all information before completing your purchase.

Address changes are not guaranteed after an order has been submitted. Contact Customer Support immediately if a correction is needed. Once an order has entered fulfillment or has been shipped, we may be unable to change or redirect the package.

PAWPUBBY is not responsible for delivery problems caused by:

Incorrect, incomplete or outdated addresses;
Incorrect recipient names or telephone numbers;
Address changes requested after shipment;
Addresses that the carrier cannot access;
Failure to collect the package;
Refusal to accept delivery; or
Failure to provide required customs information.

This does not affect any rights that cannot legally be excluded.

PO Boxes, APO and FPO Addresses

Certain carriers and products cannot be delivered to PO Boxes, APO or FPO addresses.

We recommend providing a permanent street address. If we cannot ship an order to the address provided, we will contact the customer to request an alternative address or cancel and refund the affected unshipped item.

Special Address and Customs Requirements

Customers shipping to the following destinations must provide the required information:

Hong Kong or Macao: Recipient name and address in Traditional Chinese.
Taiwan: Recipient name and address in Traditional Chinese and the personal identification information required by local customs.
South Korea: A valid Personal Customs Clearance Code.
Brazil: A valid CPF tax number.
Chile: A valid individual tax identification number.
Indonesia: A valid personal identification number. Company orders may also require an NPWP number.

Additional information may be requested depending on changes to local customs regulations.

The recipient is responsible for responding to requests from the carrier or customs authority and completing any required import or clearance procedures.

Customs Duties, Taxes and Import Charges

Unless expressly stated at checkout, import duties, taxes, customs clearance charges, brokerage fees and other destination-country charges are not included in the product price or shipping fee.

Any charges not collected by PAWPUBBY at checkout are generally the responsibility of the recipient, except where applicable law requires otherwise.

PAWPUBBY does not control customs assessments and cannot guarantee the amount of any customs-related charge.

Customs clearance may delay delivery beyond the estimated shipping window.

Customs Restrictions and Inability to Ship

Import rules and customs policies may change without notice.

If PAWPUBBY determines before dispatch that an order cannot legally or practically be shipped to the destination, we will cancel the affected item and issue a full refund for that unshipped item.

If a shipment has already left our facility, the customer must cooperate with the carrier and customs authority to complete clearance.

Refused, Unclaimed or Undeliverable Packages

A package may be returned to the sender because of:

An incorrect or incomplete address;
An inaccessible delivery location;
The recipient refusing the package;
Failure to collect the package;
Failure to pay required import charges;
Failure to provide customs documents or identification;
Repeated unsuccessful delivery attempts; or
Local import restrictions.

Once the package is returned to and received by our warehouse, the customer may request either:

Reshipment after paying the applicable new shipping charge and any outstanding carrier fees; or
A refund of the eligible merchandise amount.

Where permitted by applicable law, actual outbound shipping costs, return shipping costs, customs fees, carrier fees and other nonrecoverable charges caused by the failed delivery may be deducted from the refund.

If the package is abandoned, destroyed by customs or otherwise not returned to PAWPUBBY, we may be unable to issue a refund for the merchandise, except where required by applicable law.

Packages Marked Delivered but Not Received

If tracking shows that a package was delivered but the customer cannot locate it, the customer should:

Confirm that the shipping address is correct;
Check mailboxes, entrances, porches and other safe locations;
Ask household members, neighbors, reception desks or property management;
Allow up to two business days in case the carrier completed an early delivery scan; and
Contact the local carrier office.

Please contact PAWPUBBY Customer Support within seven calendar days of the delivery scan if the package is still missing.

We will assist with a carrier investigation when possible. A replacement or refund is not automatically issued solely because a customer reports that a delivered package is missing. The resolution will depend on the delivery evidence, carrier investigation, address accuracy and applicable consumer law.

If the carrier confirms that the package was lost or delivered incorrectly and the customer provided the correct address, PAWPUBBY will provide an appropriate resolution.

Lost or Significantly Delayed Shipments

Please contact Customer Support if the estimated delivery window has passed or tracking has shown no meaningful movement for an extended period.

We may ask the carrier to conduct an investigation before approving a replacement or refund.

If the carrier confirms that a shipment is lost, PAWPUBBY will generally offer a replacement or refund, subject to product availability and applicable law.

Events Outside Our Reasonable Control

Delivery may be delayed by events outside PAWPUBBY’s reasonable control, including severe weather, natural disasters, carrier interruptions, strikes, government actions, customs inspections, transportation restrictions, postal policy changes, wars, public emergencies, communication failures or other force majeure events.

We will provide reasonable assistance and updates when available, but delivery dates cannot be guaranteed during these events.

2. Order Cancellation Policy

Customers should contact PAWPUBBY Customer Support as soon as possible to request an order cancellation.

An order may generally be canceled for a full refund if fulfillment has not started.

Cancellation is not guaranteed once an order has entered processing, been packed, received a tracking number or been transferred to the carrier.

If an order has already been shipped, it can no longer be canceled. The customer may request a return after delivery in accordance with the Return Policy below.

If PAWPUBBY cannot ship an order within a promised shipping period, we will provide an updated estimate and offer any cancellation or refund options required by applicable law.

3. Return Policy

30-Day Voluntary Return Window

PAWPUBBY accepts eligible return requests submitted within 30 calendar days of the date the order is delivered.

Customers must contact Customer Support and receive return authorization before shipping any item back.

After receiving return authorization, the customer should ship the item within 14 calendar days unless Customer Support confirms a different deadline.

Returns sent after the deadline may be refused.

Return Condition Requirements

To qualify for a full refund, the returned item must be:

Clean;
Undamaged;
Unwashed;
Unaltered;
In its original condition;
Complete with all parts, accessories, inserts, manuals and tags;
Returned in the original product packaging where reasonably possible; and
Suitable for resale.

A product may be carefully examined or briefly tried on indoors solely to evaluate its size and fit. It must not be used during walks, travel, outdoor activities or normal daily use.

Items showing any of the following may be rejected or may receive a reduced refund where permitted by law:

Pet hair, fur or saliva;
Odors;
Stains, dirt or moisture;
Scratch, bite or chew marks;
Washing or cleaning damage;
Missing accessories or components;
Damaged or missing packaging;
Excessive wear;
Alterations; or
Any condition that prevents the item from being safely resold.

Fit, Size and Pet Preference

Customers are responsible for reviewing the product measurements, size chart, weight recommendations and product description before ordering.

Pet weight recommendations are general guidelines. Fit may also depend on the pet’s body length, shape, behavior and comfort preference.

The following are generally treated as preference-based returns rather than confirmed product defects:

Selecting the wrong size or color;
The product being larger or smaller than expected when it matches the listed measurements;
The pet refusing to use the product;
The pet appearing uncomfortable for reasons unrelated to a confirmed manufacturing defect;
A change of mind; or
The product not meeting personal style or appearance preferences.

Eligible preference-based returns may still be accepted within the return window, but the customer will be responsible for the applicable return and exchange shipping costs.

Non-Returnable Items

The following items cannot be returned unless they arrived defective, damaged or incorrect, or unless applicable law provides otherwise:

Gift cards;
Personalized or customized products;
Items clearly marked “Final Sale” or “Non-Returnable” before purchase;
Items that have been used, washed, altered or damaged after delivery;
Items that are no longer hygienic or suitable for resale;
Free promotional gifts returned separately from the qualifying purchase; and
Items missing essential parts or accessories.

Return Authorization and Return Address

To initiate a return, contact PAWPUBBY Customer Support and provide:

Your order number;
The product being returned;
The reason for the return;
The current condition of the product; and
Photos or videos if requested.

Approved customers will receive the correct return address and return instructions.

Do not return products to the sender address printed on the original package unless Customer Support specifically instructs you to do so. Our shipping origin and return warehouse may be different.

Unauthorized returns may be refused or may experience significant processing delays.

Packages sent cash-on-delivery, postage-due or freight-collect may be refused.

Return Shipping Costs

For returns caused by a change of mind, incorrect size selection, fit preference, color preference or other non-defect reason, the customer is responsible for return shipping costs.

For a product confirmed by PAWPUBBY to be defective, damaged during transportation or incorrectly shipped, PAWPUBBY will provide an appropriate solution and cover reasonable required return shipping costs when a return is necessary.

Original expedited, premium or other nonstandard shipping charges are generally non-refundable for preference-based returns, except where required by applicable law.

Customers should use a trackable shipping service and keep the shipping receipt.

The customer remains responsible for the return shipment until it is delivered to the return warehouse. PAWPUBBY is not responsible for return packages lost or damaged because of inadequate packaging or a carrier selected by the customer.

4. Damaged, Defective, Incorrect or Missing Items

Customers should inspect their order promptly after delivery.

Visible shipping damage, incorrect products, missing products or obvious manufacturing problems should be reported to Customer Support within seven calendar days of delivery whenever possible.

The report should include:

The order number;
A description of the issue;
Clear photos or videos of the product;
Photos of the external package;
Photos of the shipping label; and
Photos of any damaged or incorrect components.

Please do not discard the product, packaging or shipping label until Customer Support confirms that they are no longer required.

After reviewing the evidence, PAWPUBBY may offer:

A replacement product;
Replacement parts;
A refund;
A partial refund;
A prepaid return label; or
Another appropriate solution.

Failure to report a visible shipping issue within seven days may make carrier investigation more difficult. This reporting period does not limit any mandatory rights relating to hidden defects, nonconforming goods or statutory warranties.

Normal wear, accidental damage, misuse, incorrect assembly, improper cleaning, pet damage or damage caused after delivery is not considered a manufacturing defect.

5. Exchanges

Size or Color Exchanges

For an exchange requested because of size, color, fit or personal preference, there are normally two separate shipping stages:

Shipping the original product back to our return warehouse; and
Shipping the replacement product to the customer.

Unless the exchange is caused by a confirmed PAWPUBBY error or product defect, the customer is responsible for both the return shipping cost and the applicable shipping cost for the replacement product.

To avoid misunderstanding, all exchange costs and instructions must be confirmed by Customer Support before the customer sends the return or places a replacement order.

Exchange Methods

Depending on the product and destination, Customer Support may offer either:

Method 1: Warehouse Exchange

The customer returns the original product. After the warehouse receives and approves the return, PAWPUBBY ships the replacement product after any required shipping payment has been completed.

Method 2: Return and New Order

The customer places a new order for the preferred size or color and separately returns the original item for a refund.

In some cases, Customer Support may agree to waive or refund standard shipping on the replacement order. Any shipping adjustment must be confirmed in writing before the replacement order is placed. A shipping adjustment should not be assumed unless it has been specifically approved.

Defective or Incorrect Product Exchanges

If PAWPUBBY confirms that the original product was defective, damaged during delivery or incorrectly shipped, we will cover the reasonable shipping costs required to provide the approved replacement.

6. Refund Process

Warehouse Receipt and Inspection

A carrier tracking status showing that a return was delivered does not necessarily mean that the warehouse inspection has been completed.

After the return arrives, the warehouse will inspect the item to confirm:

The correct product was returned;
All parts and accessories are included;
The item meets the return condition requirements; and
The item is eligible for resale or otherwise qualifies for a refund.

Warehouse inspection is typically completed within 7-14 business days after the return is delivered. Processing may take longer during holidays, sales events or periods of high warehouse volume.

Refund Approval

Once the return is approved, the refund will be issued to the original payment method.

Customers will receive an email notification after the refund has been submitted.

Refunds cannot normally be issued to a different card, bank account or payment method.

Bank Processing Time

After PAWPUBBY issues a refund, it generally takes approximately 5–7 business days for the refund to appear, depending on the customer’s bank, card issuer or payment provider.

Some financial institutions may require additional processing time.

Refund Amount

For an approved return, the refund will generally be based on the amount actually paid for the returned product, including any applicable discount allocation.

Where permitted by applicable law, the following may be excluded or deducted:

Original expedited or premium shipping charges;
Return shipping costs;
Missing product value;
Missing accessory value;
Loss in value caused by use, damage or improper handling;
Carrier return fees;
Customs charges;
Duties paid by PAWPUBBY on the customer’s behalf; or
Other nonrecoverable costs caused by refusal, an incorrect address or failed customs clearance.

A refund will never exceed the amount originally paid for the eligible returned product.

Items That Fail Inspection

If a returned item does not meet the stated return requirements, PAWPUBBY may, where permitted by law:

Decline the refund;
Issue a partial refund reflecting the item’s reduced value; or
Ask the customer to pay shipping if the customer wants the product returned.

We will notify the customer if the return does not pass inspection.

Bundles, Promotional Gifts and Discounts

If an order included a free gift, bundle discount or promotion that depended on purchasing specific products, all qualifying products and gifts may need to be returned together.

If a promotional gift is not returned, its stated or reasonable retail value may be deducted from the refund where permitted by law.

Refunds for discounted orders are calculated using the actual amount allocated to each item after discounts.

Complimentary Replacement Products

A complimentary replacement issued for a damaged, defective or incorrect product is not treated as a second paid purchase and does not create an additional refundable amount.

If a customer later requests a refund after receiving a complimentary replacement, PAWPUBBY may require both the original product and the replacement product to be returned, unless Customer Support confirms otherwise.

The total refund cannot exceed the amount originally paid by the customer.

7. Local Consumer Rights

Nothing in this policy is intended to exclude, restrict or replace consumer rights that cannot legally be waived.

If the laws applicable to the customer’s purchase provide a longer return period, a statutory cancellation right, a legal guarantee, free remedies for defective goods or other mandatory protections, those legal rights will apply in addition to this policy.