Refund policy

Refund, Resend & Returns Policy – Paws & Whiskers

At Paws & Whiskers, your satisfaction is our top priority.
Because we work with international fulfillment partners, our shipping and returns process follows global logistics standards to ensure fairness and consistency for all customers.

Please review the policies below to understand how our refund, resend, and return procedures work.

1. Delayed Orders

An order is considered delayed and may be eligible for a refund or resend under the following conditions:

  • USA: Over 45 days in transit

  • Most Countries: Over 60 days in transit

  • Brazil: Over 110 days in transit (due to strict customs procedures)

  • Liquid-classified shipping lines: Over 100 days in transit

Important Notes

  • If the package is held at your local post office due to an address issue, absence, or pickup requirement, customers must arrange pickup directly.

  • Some regions (e.g., Israel) use locker pickup, which may extend delivery times.

  • In rare cases, tracking may show “Delivered” while the package is not received. Postal investigations may take 1–2 months.

2. Orders Marked as Delivered but Not Received

If tracking shows that the package has been delivered, the order is not automatically eligible for refund or resend.

You may request investigation if you can provide:

  • A non-delivery certificate issued by your local post office (official stamp required).

Tracking Alerts That Indicate Issues

  • Incorrect or insufficient address

  • Unknown recipient

  • Delivery refused

  • Package not picked up

  • No safe place to leave parcel

  • Customs clearance failure

Additional Notes

  • Carriers usually attempt delivery 1–3 times.

  • Unclaimed packages are kept at the local post office for 3–7 days.

  • Returned or destroyed packages resulting from non-pickup are not refundable.

3. Damaged Products

If your item arrives damaged, we will help resolve the issue.

Eligible Cases

  • Severely damaged items: Full refund or replacement

  • Partially damaged items: Partial refund or replacement

Not Considered Damage

  • Minor dents or creased packaging

  • Slight scratches or cosmetic marks

  • Wrinkles or minor imperfections

Timeframe

All damage-related claims must be submitted within 30 days of delivery.

4. Incorrect or Missing Items

We will quickly correct any problems related to missing or incorrect products.

We Offer:

  • Wrong product received: Full refund or replacement

  • Wrong size or color: Refund or resend

  • Missing non-essential parts: Partial refund or resend

  • Missing essential parts: Full replacement unit

  • Missing accessories: Accessories resent at no cost

For size-related issues, please provide a photo with clear measurements.

5. Order Cancellations

Orders may be canceled only before fulfillment begins.

Exceptions

Cancellation is not possible once the order is processed or if the product is:

  • Custom or personalized

  • Print-on-demand

  • Pre-ordered or reserved stock

6. Destination Restrictions

Certain countries cannot be refunded or resent due to unreliable local postal systems.

Restricted Destination List

Africa:
Algeria, Angola, Benin, Botswana, Burkina Faso, Burundi, Cameroon, Cape Verde, Central African Republic, Chad, Comoros, Congo, DR Congo, Côte d’Ivoire, Djibouti, Egypt, Equatorial Guinea, Eritrea, Ethiopia, Gabon, Gambia, Ghana, Guinea, Guinea-Bissau, Kenya, Lesotho, Liberia, Libya, Madagascar, Malawi, Mali, Mauritania, Mauritius, Morocco, Mozambique, Namibia, Niger, Nigeria, Rwanda, São Tomé & Príncipe, Senegal, Seychelles, Sierra Leone, Somalia, South Sudan, Sudan, Swaziland (Eswatini), Tanzania, Togo, Tunisia, Uganda, Zambia, Zimbabwe.

Americas:
Argentina, Bahamas, Barbados, Belize, Bermuda, Bolivia, British Virgin Islands, Cayman Islands, Costa Rica, Cuba, Dominica, Dominican Republic, Ecuador, El Salvador, Falkland Islands, French Guiana, Greenland, Grenada, Guatemala, Guyana, Haiti, Honduras, Jamaica, Martinique, Montserrat, Nicaragua, Panama, Paraguay, Peru, Suriname, Trinidad & Tobago, Uruguay, Venezuela.

Asia & Middle East:
Afghanistan, Armenia, Azerbaijan, Bahrain, Bangladesh, Bhutan, Brunei, Cambodia, Fiji, Iraq, Iran, Jordan, Kazakhstan, Kiribati, Kuwait, Kyrgyzstan, Laos, Lebanon, Maldives, Mongolia, Myanmar, Nepal, North Korea, Oman, Pakistan, Palau, Papua New Guinea, Qatar, Samoa, Sri Lanka, Syria, Tajikistan, Timor-Leste, Turkmenistan, Tuvalu, Uzbekistan, Vanuatu, Yemen.

Europe:
Andorra, Belarus, Bosnia & Herzegovina, Faroe Islands, Gibraltar, Guernsey, Iceland, Jersey, Kosovo, Liechtenstein, Moldova, Monaco, Montenegro, Romania, Serbia, Ukraine, Vatican City.

Oceania & Islands:
Cook Islands, Curaçao, Guam, New Caledonia, Nauru, Niue, Reunion, Saint Helena, Saint Kitts, Saint Lucia, Saint Vincent, Solomon Islands, Tonga.

7. Returns

Returns are accepted only to our international warehouse.

However, returning items internationally is not recommended due to:

  • High postage costs

  • Long transit times (up to 2–3 months)

  • Potential customs delays

  • Risk of loss or damage

If a return is required:

  • Must be initiated within 30 days

  • Return address will be provided upon request

  • Only successfully returned products qualify for store credit or replacement

8. Disputes We Cannot Accept

Refunds or replacements cannot be issued for:

  • “Change of mind”

  • Preference-based reasons (“don’t like it”)

  • Product smell

  • Incorrect item ordered by customer

  • Address mistakes

  • Known minor differences (size, color variations, etc.)

  • Tracking deleted by carrier

  • Packages destroyed due to customs or non-pickup

Need Help?

petstorepawsandwhiskers@gmail.com

We're always here to help with any questions, concerns, or order issues.