Returns & Exchanges

Returns & Exchanges

We want you to feel confident ordering from PurrPaws. If there is an issue with your order, please contact us as soon as possible and our team will help review the situation.

Return eligibility differs between standard PurrPaws products and made-to-order apparel. Please review the applicable policy below.

Standard PurrPaws Products

Eligible non-apparel products may be returned within 14 days of delivery.

To be eligible for a return, the product must:

  • Be unused
  • Be in its original condition
  • Include all original parts and accessories
  • Be returned within the 14-day return period

Customers are responsible for the cost of return shipping unless the product arrived damaged or the incorrect item was received.

Please contact us before returning an item. Returns sent without contacting our team first may not be accepted.

PurrPaws Apparel

PurrPaws apparel is made to order specifically for each customer. Because each item is produced individually, we are unable to accept returns or exchanges for:

  • Incorrect size selection
  • Change of mind
  • Preference regarding fit, colour, or style

Please carefully review the applicable size guide before placing your order.

Apparel may be eligible for replacement or refund if it arrives:

  • Damaged
  • Incorrect
  • Different from the item ordered

Please contact us within 14 days of delivery and include clear photographs of the product and your order number.

Exchanges

We do not currently process direct product exchanges.

If an eligible standard product needs to be returned, you may place a new order for the preferred item after contacting our team regarding the original purchase.

Made-to-order apparel cannot be exchanged for a different size or style unless the incorrect item was sent by mistake.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong item, please contact us as soon as possible.

Include:

  • Your order number
  • A brief description of the issue
  • Clear photographs showing the product and any damage
  • A photograph of the shipping label, when applicable

Please do not return or discard the product until our team has reviewed your request and provided instructions.

Items That Cannot Be Returned

Returns cannot be accepted for:

  • Used products
  • Products returned outside the 14-day period
  • Products damaged after delivery
  • Made-to-order apparel purchased in the wrong size
  • Items returned without prior approval

Starting a Return

To request a return, contact us and include your order number and the reason for the request.

Our team will review the information and provide the next steps if the return is approved.

Please do not send a return directly to the address shown on the original package. Some products are fulfilled from different locations, and the correct return address must be confirmed by our team.

Refunds

Once an approved return has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.

Questions?

If you are unsure whether your order is eligible for a return, please contact us before sending anything back. We will be happy to review your order and help clarify the available options.