Refund policy

Thank you for shopping with PPETPAW. We are committed to providing top-quality apparel and accessories for your pets. In compliance with United States consumer protection standards, please review our Return and Refund Policy below prior to placing an order.

  1. PRODUCT-SPECIFIC RETURN WINDOW AND ELIGIBILITY Because our products are sourced from specialized fulfillment partners across different product lines, return timeframes vary by individual item.

The applicable return window (e.g., 7, 14, or 30 days) is explicitly specified on the individual product page and during the checkout process. You must submit your return request within the designated timeframe specified on your purchased item's page, calculated from the carrier-confirmed delivery date. If no specific period is listed on the product page, a standard 7-day return window applies.

To qualify for an authorized return, all items must meet the following mandatory criteria:

  • The product must be strictly unused, unworn, unwashed, and in its original retail packaging with all original labels and tags attached.

  • Due to strict sanitary, veterinary, and bio-contamination safety standards in the United States, any product containing pet hair, fur, dander, animal odor, bite marks, stains, or signs of wear will be strictly rejected upon receipt and will not be eligible for a refund.

  • You must provide a valid order confirmation number and proof of purchase.

  1. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS (HASSLE-FREE RESOLUTION) Please inspect your shipment immediately upon arrival. If an item arrives damaged, defective, or if you received the incorrect size or variant due to our error, you must notify our customer care team within 7 business days of delivery at 1255839767@qq.com.

To expedite your claim without the hassle of returning the damaged item:

  • Provide your order number and customer name.

  • Submit clear, high-resolution photographs or a short video demonstrating the defect, damage, or discrepancy.

  • Provide a photo of the exterior shipping parcel with the shipping tracking label clearly visible.

Upon verification by our support team, we will promptly arrange and dispatch a free replacement or issue a full refund to your original payment method. You will not be required to return the damaged item.

  1. BUYER REMORSE, INCORRECT SIZING, AND EXCHANGES Sizing charts and detailed dimensions are prominently displayed on every product page. Pet owners are fully responsible for measuring their pets prior to ordering.

If you wish to return an eligible item within its designated product return window due to selecting the wrong size, incorrect color, or personal preference:

  • Return Shipping Fees: The customer is entirely responsible for purchasing trackable return shipping. We strongly recommend using USPS, UPS, or FedEx with a tracking number, as PPETPAW is not responsible for lost return shipments.

  • Original Shipping Fees: Any original shipping fees paid at checkout are strictly non-refundable.

  • Restocking Fee: A 15% restocking and administrative fee may be deducted from the total refund amount for buyer remorse or customer measurement errors to cover processing and warehouse inspection.

  1. MANDATORY RETURN MERCHANDISE AUTHORIZATION (RMA) Do NOT send returns to the sender address on the shipping label or packaging slip. Our fulfillment partner warehouses cannot accept or process unauthorized parcels, and items returned without prior approval will be forfeited and disqualified from refunds.

To initiate an authorized return:

  • Email 1255839767@qq.com within the item-specific return window, detailing your order number, reason for return, and clear photos proving the item is in pristine condition without pet hair.

  • If approved, our team will issue an official Return Merchandise Authorization (RMA) number and the exact designated partner return warehouse address.

  • Returns must be postmarked within 7 business days of receiving your RMA approval.

  1. NON-RETURNABLE AND FINAL SALE ITEMS The following categories are strictly exempt from return or refund:

  • Items submitted after the specific return window stated on the product page has expired.

  • Items with any trace of pet hair, animal odor, dirt, chewing, or laundering.

  • Custom-made, personalized, or engraved pet items.

  • Gift cards and promotional giveaway items.

  • Items marked as Final Sale, Clearance, or Non-Returnable on their product page.

  1. REFUND DISBURSEMENT Once your returned package is received, inspected, and verified by our partner facility, we will notify you by email regarding approval or rejection.

If approved, your refund (minus any applicable restocking fees and non-refundable original shipping charges) will be credited automatically to your original payment method within 5 to 7 business days. Please allow additional time for your US banking institution or credit card issuer to post the credit to your account.

  1. ORDER CANCELLATIONS AND MODIFICATIONS Because our order fulfillment process begins automatically upon order placement, cancellation or modification requests must be received within 2 hours of transaction completion. Once an order enters processing or has been dispatched to the carrier, it cannot be canceled or redirected and must follow the standard return procedure after arrival.

  2. CONTACT INFORMATION For return requests, RMA generation, or customer support questions