Contact our support team with your order number, the item you would like to return, and the reason for your request. If the product is damaged, defective, or different from what you ordered, please also include clear photos of the product, packaging, and shipping label. Once your request has been reviewed, we’ll provide return instructions and the correct return address. Please do not send your item back before receiving these instructions.

We cannot accept items that have been used, assembled, altered, damaged after delivery, or returned without their original packaging, parts, and accessories. These restrictions do not apply if an item arrives damaged, defective, or different from what you ordered.

If you are returning an item because you changed your mind, selected the wrong item, or no longer want the product, you are responsible for the return shipping cost. If your order arrives damaged, defective, or incorrect, please contact us first. Once the issue has been verified, PawDwell will provide an appropriate solution at no additional cost to you.

Please contact us within 48 hours of delivery. Include your order number, a brief description of the issue, and clear photos of the product, packaging, and shipping label. Once we have reviewed the information, we’ll help arrange a replacement, refund, or another appropriate solution. Please keep the product and all original packaging until the issue has been resolved.

Contact us as soon as possible if you need to cancel your order or change your shipping details. We’ll do our best to help before the order enters processing. Once an order has been processed or shipped, it may no longer be possible to cancel or modify it. If the order has already shipped, you may request a return after it has been delivered, subject to our return policy.

Once your return has been received and inspected, we’ll email you to confirm whether the refund has been approved. Approved refunds will be processed to your original payment method within 3 business days. After the refund has been issued, your bank or payment provider may require additional time to post the funds to your account.

Original shipping charges are non-refundable when a return is made because you changed your mind, selected the wrong item, or no longer want the product. If your order qualified for free shipping, there is no original shipping charge to refund. If the item arrived damaged, defective, or incorrect, we’ll review the complete order and provide an appropriate solution.

We do not currently offer direct exchanges. If you would like a different product, size, or style, please return the eligible item and place a new order. If you received a damaged, defective, or incorrect item, please contact us before placing another order so our support team can assist you.