Refund policy

Last updated: August 24, 2026

Pawkable offers a 30-Day Free Return — No Questions Asked on eligible products purchased directly from our online store.

The 30-day return period begins on the date the shipping carrier marks your package as delivered.

For approved eligible U.S. returns, Pawkable covers the return shipping cost and charges no restocking fee.

This Return & Refund Policy explains return eligibility, free return shipping, refunds, damaged or defective products, replacements, cancellations, promotional orders, address-related returns, and how to request assistance.

1. 30-Day Free Return — No Questions Asked

You may request a return for an eligible Pawkable product within 30 days from the date of delivery.

You do not need to provide a reason for a standard return.

If you simply change your mind, decide the product is not right for you or your pet, or no longer want the product, you may still request an eligible return within the 30-day return period.

If the product is damaged, defective, incorrect, or missing components, please let us know when you contact us. This allows us to review the issue and provide the most appropriate resolution as quickly as possible.

2. When the 30-Day Return Period Begins

The 30-day return period begins on the date the carrier's tracking information shows that your package was delivered.

For example, if your order is marked delivered on September 1, the return period begins on September 1.

If an order is delivered in multiple packages, the return period for each product begins when the package containing that product is marked delivered.

3. Return Eligibility

To qualify for our standard 30-Day Free Return, the product must generally:

Have been purchased directly from the official Pawkable online store.
Have a return request submitted within 30 days of delivery.
Be the same product that was purchased and approved for return.
Include essential components or accessories originally supplied with the product when reasonably available.
Not have been intentionally damaged or materially altered.
Not have been excessively used, abused, or returned in an unreasonably unsanitary condition.

Opening the packaging, inspecting the product, or reasonably testing the product does not automatically make it ineligible for return.

4. No Reason Required for Standard Returns

Pawkable's standard 30-day return policy is intended to be straightforward. You are not required to provide a reason for an otherwise eligible return.

We may still ask for basic information necessary to locate your order, identify the product being returned, and provide the correct return instructions.

Providing a return reason is optional unless the return involves a damaged, defective, incorrect, incomplete, or otherwise problematic product that requires us to investigate the issue.

5. Change-of-Mind Returns

Change-of-mind returns are eligible under the same 30-day policy.

This means you may return an eligible product because:

You changed your mind.
The product was not the right fit for your needs.
You no longer want the product.
You purchased the wrong quantity.
You simply prefer to return it.

You do not need to claim that the product is defective in order to qualify for an otherwise eligible return.

6. Free Return Shipping

Pawkable covers the approved return shipping cost for eligible U.S. returns submitted within the 30-day return period.

After your return request is approved, we will provide return instructions and, where applicable, a prepaid return shipping label or another approved return method.

Please contact Pawkable before sending a product back.

Do not automatically send a return to the address printed on the original shipping package. The appropriate return location may be different from the original shipping address.

7. Do Not Purchase Return Postage Without Approval

Please do not purchase your own return postage unless Pawkable specifically instructs you to do so.

Independently purchased shipping costs may not be reimbursable if they were not approved in advance.

To receive the benefit of our free-return policy, please use the return process and shipping method provided or approved by Pawkable.

8. No Restocking Fee

Pawkable does not charge a restocking fee for an approved eligible return under this policy.

We will not deduct a separate restocking charge simply because an eligible product is being returned.

9. How to Request a Return

To request a return, email Pawkable at petwagtail@gmail.com.

Please include:

Your order number.
The name or email address associated with the order.
The product you want to return.

A reason for a standard return is not required.

If the product is damaged, defective, incorrect, or incomplete, please also describe the problem and provide photos or video whenever reasonably possible.

10. Return Authorization and Instructions

Please wait for Pawkable's return instructions before mailing the product.

Once your return request has been reviewed, we will provide the appropriate return method, instructions, and any applicable prepaid shipping information.

Sending a product to an unauthorized address or using an unauthorized return method may delay identification and processing of the return.

11. Returning the Product

After receiving return instructions, please:

Return the product approved for return.
Include essential components and accessories where reasonably available.
Package the product securely to help prevent damage during return transit.
Use the return method provided or approved by Pawkable.

If a prepaid label is provided, please use it only for the return for which it was issued.

12. Original Packaging

Original packaging is preferred when available, but it is not required for an otherwise eligible return.

If the original packaging is no longer available, please package the product securely enough to protect it during return shipping.

13. Opened and Reasonably Tested Products

Opening the package or reasonably inspecting and testing a product does not automatically disqualify it from our 30-day return policy.

We understand that customers may need to examine or reasonably try a product in order to decide whether it is suitable.

However, products may require additional review if they have been:

Excessively used beyond reasonable evaluation.
Intentionally damaged.
Materially modified or altered.
Subjected to abuse or misuse.
Returned in an unreasonably unsanitary condition unrelated to a product defect.

When appropriate, please reasonably clean a product before returning it.

14. Damaged Products

If your product arrives damaged, please contact Pawkable as soon as possible after discovering the damage.

Email petwagtail@gmail.com and include:

Your order number.
A description of the damage.
Clear photographs of the product whenever reasonably possible.
Photographs of the shipping packaging whenever reasonably possible.
Video showing the damage when useful and reasonably possible.

Photos or video help us verify the issue and arrange the appropriate resolution as quickly as reasonably possible.

Please keep the damaged product and packaging until we confirm whether they are needed for review.

15. Defective Products

If you believe a product is defective, please let us know rather than submitting it as a normal change-of-mind return.

Email us with:

Your order number.
A description of the problem.
Photos or video whenever reasonably possible and useful for showing the issue.

After reviewing the information, we may provide a replacement, refund, or another appropriate resolution.

Approved return or corrective shipping related to an eligible defective product will be covered by Pawkable.

16. Incorrect Product Received

If you receive a product different from what you ordered, please contact us as soon as possible.

Include:

Your order number.
The product you ordered.
The product you received.
Photos when reasonably possible.

If we confirm that the wrong product was sent, we will provide an appropriate resolution without charging you approved corrective shipping costs.

17. Missing Items or Components

If an order arrives with an item or component missing, please contact us promptly with your order number and details of what is missing.

We may request photos of the package contents or packaging when reasonably useful.

After reviewing the fulfillment information, an appropriate resolution may include:

Sending the missing item or component.
Sending a replacement product.
Issuing an appropriate refund.

18. Replacement Instead of Return

For damaged, defective, incorrect, or incomplete products, Pawkable may offer a replacement rather than requiring a standard return.

Replacement availability depends on inventory and the circumstances of the request.

If a suitable replacement is unavailable, another resolution, including a refund, may be offered.

19. Return May Not Always Be Required for Defective or Damaged Products

In some situations, Pawkable may determine that returning a damaged, defective, incorrect, or otherwise affected product is unnecessary.

Do not discard a product unless Pawkable instructs you that returning or retaining it is unnecessary.

20. Exchanges

Pawkable does not guarantee a formal direct-exchange process for every product or situation.

Depending on inventory and the circumstances, we may:

Arrange a replacement.
Process a return and refund.
Ask you to place a new order for the preferred product.

21. Refund Eligibility

Once an eligible return is received and reviewed, Pawkable will process the applicable refund.

Refunds are based on the amount actually attributable to the returned product in the original transaction.

22. Refund Processing Time

After an eligible return has been received and reviewed, Pawkable will normally process the approved refund within 3–5 business days.

This timeframe refers to the time for Pawkable to process the refund after the returned product has been received and reviewed.

After a refund is issued, your bank, credit card company, payment provider, or financial institution may require additional time before the funds appear in your account.

23. Refund Method

Approved refunds are normally issued to the original payment method used for the order.

We generally cannot redirect a refund to an unrelated credit card, bank account, or other payment method simply because the customer prefers a different destination.

Alternative processing may apply if required by the original payment provider or applicable law.

24. Refund Amount

The refund amount for an approved return will generally reflect the amount actually attributable to the returned product in the original Shopify order.

This may take into account:

Automatic discounts.
Promotional discounts.
Multi-item discounts.
Partial refunds already issued.
Other adjustments recorded on the original transaction.

We do not calculate refunds using an artificial list price or price that was not actually part of the customer's transaction.

25. Sale and Discounted Products

A product does not become ineligible for return simply because it was purchased at a discount.

Unless clearly disclosed otherwise before purchase, discounted or promotional products remain subject to the standard eligibility rules in this policy.

26. Promotional and Multi-Item Orders

If an order was purchased using an automatic discount, promotion, multi-item offer, or another price adjustment, refunds will be based on the transaction values recorded on the original Shopify order.

Returning only part of a promotional order may affect the amount attributable to the returned item or remaining items.

Shopify's authoritative order and refund information will determine the underlying transaction values.

27. Partial Returns

If an order contains multiple eligible products or quantities, you may request to return only some of them.

The refund will be based on the amount attributable to the specific returned item or items, including any applicable discount allocation from the original order.

28. Original Shipping Charges

Pawkable currently provides free standard shipping on eligible U.S. orders, so those orders generally do not contain a standard outbound shipping charge to refund.

If a separately charged optional or expedited shipping service is offered in the future, whether that charge is refundable may depend on the circumstances and applicable law.

29. Taxes

Taxes associated with an approved return will be handled as part of the refund transaction based on the original Shopify order, applicable payment processing rules, and applicable law.

30. Late or Missing Refunds

If Pawkable has confirmed that a refund was processed but it has not yet appeared in your account, please allow additional time for your bank or payment provider to post the transaction.

If an unusual amount of time has passed after confirmation of the refund, contact your payment provider first. You may then email Pawkable if additional transaction information is required.

31. Refund Confirmation

When an approved refund is processed, a confirmation may be sent to the email address associated with the order.

We recommend keeping your order and refund information until the transaction has been fully reflected by your payment provider.

32. Cancellations Before Fulfillment

Customers may request a cancellation before fulfillment begins, but cancellation cannot be guaranteed once processing has started.

To request a cancellation, contact petwagtail@gmail.com as soon as possible.

If an order has already entered fulfillment or shipped, cancellation may no longer be possible.

33. Orders That Have Already Shipped

Once an order has shipped, it generally cannot be cancelled while in transit.

If you no longer want the product, you may request an eligible return after delivery under the standard 30-day return policy.

34. Duplicate Orders

If you accidentally place the same order more than once, contact Pawkable as soon as possible.

If the duplicate order has not entered fulfillment, we will make reasonable efforts to cancel it.

If it has already shipped, the applicable product may need to be handled through the normal return process after delivery.

35. Refused Deliveries

Please contact Pawkable rather than refusing delivery when possible.

Refused packages may take additional time to return through the carrier network and can delay resolution.

Refusing a package does not automatically complete a return or guarantee an immediate refund.

36. Wrong or Incomplete Address

Customers are responsible for providing a complete and accurate shipping address during checkout.

If a package is returned because an incorrect or incomplete address was provided by the customer, the customer may choose between available reshipment or refund options after the returned package is received and reviewed.

37. Reshipping a Wrong-Address Return

If a package is returned because of an incorrect or incomplete customer-provided address and the customer wants the product resent, the customer will be responsible for the new shipping cost required for reshipment.

Any applicable shipping charge will be communicated before a new shipment is arranged.

38. Refund for a Wrong-Address Returned Package

If a package is returned because of an incorrect or incomplete customer-provided address and the customer prefers a refund rather than reshipment, Pawkable may refund the applicable product amount after the returned package has been received and reviewed.

Additional shipping expenses caused by the customer's address error are not reimbursable.

39. Returned-to-Sender Orders

If an order is returned to the sender because of an address problem, unsuccessful delivery attempts, refusal, or another delivery issue, contact Pawkable.

We will review the circumstances and determine the available options, including reshipment or refund where appropriate.

40. Packages Lost in Transit

A package that appears lost before confirmed delivery is handled as a shipping issue and does not require the customer to complete a normal physical return.

If tracking indicates that a shipment may be lost, contact Pawkable. We will review the tracking and fulfillment information and determine the appropriate resolution, which may include replacement or refund.

41. Packages Marked Delivered but Missing

A product that cannot be returned because it was lost, misplaced, or stolen after confirmed carrier delivery is not handled as a normal 30-day physical return.

Please refer to our Shipping Policy for the process that applies when tracking shows delivered but the package cannot be located.

Once a carrier confirms delivery to the shipping address provided with the order, Pawkable is generally not responsible for packages subsequently lost, misplaced, or stolen, subject to rights that cannot be excluded under applicable law.

42. Products That May Not Qualify for a Standard Return

A product may not qualify for our standard 30-day return policy when:

It was not purchased directly from the official Pawkable online store.
The return request was submitted after the applicable 30-day period.
The product was intentionally damaged.
The product was materially modified or altered after delivery.
The product was excessively used or abused beyond reasonable evaluation.
The product is returned in an unreasonably unsanitary condition unrelated to a defect.
The returned package does not contain the product approved for return.
The transaction or return request is fraudulent or otherwise invalid.

These limitations do not restrict rights that cannot legally be excluded under applicable consumer-protection law.

43. Final-Sale Products

Pawkable does not treat a product as final sale unless that limitation is clearly disclosed before purchase.

A product is not automatically considered final sale merely because it is discounted or included in a promotion.

44. Purchases From Other Sellers or Platforms

Pawkable's 30-Day Free Return applies to eligible products purchased directly from the official Pawkable online store.

If you purchase a product from a third-party marketplace, retailer, reseller, or other independent seller, the transaction may be subject to that seller's or platform's return and refund process.

Please contact the seller or platform where the original purchase was made when appropriate.

45. Gift Orders

Products purchased as gifts may still be eligible for return if the transaction meets the requirements of this policy.

Refunds generally must still be processed in connection with the original transaction and original payment method.

Contact Pawkable with the order information and we will review the available options.

46. Fraudulent or Abusive Return Activity

Pawkable reserves the right to review or decline return requests involving suspected fraud, falsified information, intentional abuse of the return process, or activity that appears inconsistent with legitimate product returns.

This does not affect customer rights that cannot be excluded under applicable law.

47. Chargebacks and Payment Disputes

If you experience an issue with an order, we encourage you to contact Pawkable first so we have an opportunity to investigate and help resolve the matter.

If a payment dispute or chargeback has already been opened, our ability to issue a separate refund may depend on the status and rules of the applicable payment provider.

48. Consumer Rights

This policy describes Pawkable's voluntary return and refund practices.

Nothing in this policy is intended to exclude, limit, or replace rights or remedies that cannot legally be waived under applicable consumer-protection laws.

49. Consistency With Other Pawkable Policies

We aim to keep our product pages, FAQ, Shipping Policy, checkout information, and other customer-facing information consistent with the 30-Day Free Return — No Questions Asked policy described here.

If you notice information that appears inconsistent, please contact us so we can review it.

50. Changes to This Return & Refund Policy

Pawkable may update this Return & Refund Policy from time to time to reflect changes in our products, fulfillment processes, store operations, or applicable requirements.

The current version will be posted on this page with the most recent update date.

Changes to this policy do not remove rights that already apply to an order where those rights cannot legally be changed retroactively.

51. Contact Us

To request a return, report a damaged or defective product, request a replacement, or ask a question about a refund, contact Pawkable by email at petwagtail@gmail.com.

For faster assistance, please include your order number and identify the product involved.

For standard 30-day returns, you do not need to provide a reason.