Returns & Refunds

Last updated: June 2026

30-day return window

If you're not happy with your order, you have 30 days from the delivery date to start a return on unused items in their original condition.

How to start a return

1. Email support@pawtrail.shop with your order number and a brief reason for the return.
2. We'll reply with return instructions and the return address.
3. Ship the item back using a tracked service. Keep your tracking number.

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

Refunds

Once we receive and inspect your return, we'll issue a refund to your original payment method within 5–10 business days. You'll get an email confirmation when the refund is processed.

Non-returnable items

For hygiene and product condition reasons, we cannot accept returns for items that are used, soiled, damaged, missing original packaging, or returned in a condition that prevents resale.

Damaged or wrong items

If your order arrives damaged or incorrect, contact us within 7 days of delivery with your order number and photos so we can help resolve the issue.