Last updated: August 19, 2026
Returns Portal
All return and exchange requests must be submitted through our official Returns & Exchanges Portal using your order number and checkout email. If you need assistance, please contact us at support@pawpad.top.
Order Cancellation
You may cancel your order for a full refund at any time before the order enters supplier fulfillment and before it is shipped. Once supplier fulfillment has started or the order has been shipped, the order cannot be cancelled; any subsequent return or exchange follows the steps below.
Incorrect, Damaged, or Defective Items (14 Days)
If you receive the wrong item, receive an item that is damaged in transit, or discover a clear product defect, please contact us within 14 days of delivery with clear photos or video showing the problem.
After reviewing your request, you may choose:
- A free replacement shipped to you; or
- A full refund to your original payment method.
PawPad covers all applicable return costs for verified quality issues. You will not be asked to pay return postage for defective items.
30-Day Change-of-Mind Returns & Size Exchanges
If you wish to return an eligible item or exchange for a different size, you may request a return within 30 days of delivery.
Step-by-Step Return Process:
- Submit your request via our Returns & Exchanges Portal.
- Our customer support team reviews your request within 1–2 business days and provides step-by-step return instructions along with the address of our designated U.S. return facility.
- Ship the item using a tracked carrier service.
- Once received and inspected at our U.S. return facility, your refund or replacement will be processed.
Return Shipping Costs
- First Size Exchange (Same Product): You pay 50% of the return shipping cost ($3.99); PawPad covers the remaining 50% and covers 100% of the replacement shipping.
- Change-of-Mind Returns & Subsequent Exchanges: The customer is responsible for the return shipping cost. The original outbound shipping fee paid at checkout ($7.99) is non-refundable.
Hygiene & Safety Policy
To protect pet hygiene, health, and safety, items that come into direct contact with pets (including harnesses, leashes, recovery suits, e-collars, and toys) must be unused, unwashed, in original packaging, and with all hygiene tags/seals intact to qualify for a 30-day return or exchange.
Items that have been worn, used, or exposed to pet hair/dander cannot be accepted for return or resale for non-quality reasons. This does not affect your rights regarding defective or damaged goods.
Refund Processing Time
Once your returned item is received and inspected at our designated facility, refunds are processed within 3–5 business days to your original payment method. Depending on your financial institution, funds typically appear in your account within an additional 3–7 business days.
For any questions, please contact our support team at support@pawpad.top.