Refund policy

Returns & Refunds Policy

Last updated: September 23, 2026

At Premium Pet Paw LLC, we want you to be satisfied with your purchase. This Returns & Refunds Policy explains when a product may be returned, the requirements for eligible returns, and how refunds are processed.

30-Day Returns

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

To be eligible for a return, the product must:

Be unused and in the same condition in which you received it
Not be chewed, damaged, washed, or soiled
Include all original tags, accessories, and parts
Be returned in its original packaging
Include valid proof of purchase or receipt

Opened non-electronic products may be returned provided they are unused and otherwise meet all requirements of this policy.

These standard return-condition requirements apply to ordinary returns and do not limit any rights or remedies available for defective, damaged, or incorrect products under this policy or applicable law.

How to Request a Return

To request a return, please contact our Customer Support team at support@premiumpetpaw.net.

Please do not send any product back before your return request has been reviewed and approved.

If your return is approved, we will provide you with the applicable return instructions and return address. Because Premium Pet Paw works with multiple suppliers and fulfillment partners, the return address will depend on the product and fulfillment circumstances.

Items sent without prior authorization, or sent to an incorrect address, may not be accepted.

Order Cancellations & Shipping Delays

If you would like to cancel an order, please contact us as soon as possible at support@premiumpetpaw.net.

We will make reasonable efforts to cancel an order before it enters processing or fulfillment, but cancellation cannot be guaranteed once processing or fulfillment has begun.

If we are unable to ship an order within any applicable promised shipment timeframe, or within the timeframe required by applicable law when no shipment period was promised, we will provide the required notice and give you the applicable option to consent to the delay or cancel your unshipped order for a prompt refund.

Nothing in this section limits any cancellation right or remedy available to you under applicable law.

Return Shipping

If a product is defective, damaged before delivery, or the wrong product was sent, Premium Pet Paw will cover the applicable return shipping costs.

If you are returning an eligible product because you changed your mind after delivery, you are responsible for the return shipping cost.

Damaged, Defective, or Incorrect Items

Please inspect your order promptly after delivery.

If your product arrives defective, damaged, or is the wrong product, please contact Customer Support as soon as possible at support@premiumpetpaw.net. Please include your order number and, when applicable, photographs or other information that may help us evaluate the issue.

After reviewing the issue, we may provide a replacement or refund, as appropriate.

If a shipment is lost or damaged before the carrier marks it as delivered, we will investigate the matter with the carrier. Following the investigation, we may provide a replacement or refund where appropriate.

Delivered Packages

If tracking information shows that a package was delivered but you are unable to locate it, please contact us at support@premiumpetpaw.net so we can review the available tracking information and circumstances.

A reported missing package after a confirmed delivery scan does not automatically qualify for a replacement or refund, subject to applicable law.

Electronics

Electronic products are not eligible for returns due to a change of mind.

We accept returns for electronic products only when the product:

Is defective
Was damaged before delivery
Is the wrong product

Approved electronic returns may be subject to verification of the reported issue.

Sale Items

Products purchased at a discounted price may be returned under this policy unless the product is specifically identified as Final Sale or Non-Returnable.

If a return is approved, the refund will be issued for the actual amount paid for the product.

Final Sale & Non-Returnable Items

Products marked Final Sale or Non-Returnable on the product page or at checkout cannot be returned or exchanged, except when the product is defective, damaged before delivery, or the wrong product was sent.

The following products are also non-returnable:

Custom or personalized products
Products that have been used, chewed, washed, or soiled
Products missing parts, tags, accessories, or original packaging
Electronics returned solely because of a change of mind
Products specifically marked Final Sale or Non-Returnable, except as described above

Exchanges

We do not process direct exchanges.

If you need a different product, size, or variation, please return the eligible product according to this policy. Once the return is approved, you may purchase the replacement separately.

Refunds

After we receive and inspect an approved return, we will notify you whether your refund has been approved or denied.

If approved, your refund will be issued to your original payment method within 10 business days. Your bank or payment provider may require additional time to process and post the refund to your account.

This timing does not limit any faster refund deadline required by applicable law, including refunds owed in connection with a cancelled or unshipped order.

Applicable sales tax will be refunded as required by law.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact Customer Support at support@premiumpetpaw.net.

For questions regarding returns, refunds, damaged or defective products, or other order-related matters, please contact:

Premium Pet Paw LLC
82 Wendell Ave, STE 100
Pittsfield, MA 01201
United States

Phone: +1 781-882-7882

General Inquiries: info@premiumpetpaw.net
Customer Support: support@premiumpetpaw.net
Order-Related Matters: orders@premiumpetpaw.net
Business Partnerships & Suppliers: business@premiumpetpaw.net
Legal & Privacy Matters: legal@premiumpetpaw.net

Thank you for doing business with Premium Pet Paw. We truly appreciate your support and the opportunity to serve you and your pets.