Hello. Need answers about our returns and refunds policy? You're in the right place. Due to the changing COVID-19 situation, find our most up-to-date delivery and returns information here.

You are entitled to a return within 14 days of your purchase. Outside of 14 days, we cannot offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging, including all tags.

Only regular priced items may be returned, unfortunately sale items cannot be returned. To complete your return, we require proof of purchase. Please do not send your purchase back to the manufacturer. 

Several types of goods are exempt from being returned. Perishable goods such as food or magazines cannot be returned. We also do not accept return of personal care, cleaning, or grooming products.

To return an item for any reason, you first need to be issued an official Return Authorization number.  No returns will be accepted without an assigned Return Authorization number.

To request a Return Authorization number for an item that you have purchased within the past 14 days, please email us at hello@pawaw.co with your order number, and reason for return.

Please include the Return Authorization number on the outside of the package that you're returning, and / or on the invoice included with your original order.  This will help expedite the return & exchange process.  ALL RETURNS MUST BE RECEIVED WITHIN 14 DAYS OF RETURN AUTHORIZATION ISSUE DATE.

All returns must be received within 14 days of Return Authorization issue date (ie, the day that we emailed you a RA number). Once your return is received and inspected, we will send you an email to notify you that we have received your returned item, and will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.  

A partial refund may be granted when an item is not returned in its original condition, is damaged or is missing parts for reasons not due to our error, or is returned more than 14 days after delivery.

We can only exchange or replace items if they are defective or were received with a damage.  If you need to exchange it for the same item, send us an email at hello@pawaw.co.

Please note that we cannot accept returns on perishable items such as food or treats, beds, or on personal care, grooming, or cleaning products.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable, neither the original shipping cost nor the return shipping cost will be repaid. We strongly recommend using a trackable shipping service or purchasing shipping insurance. Unfortunately we cannot guarantee that we will receive your returned item, and cannot be responsible for refunding items lost in transit.

Please note that local charges (sales tax, customs duty) may occur, depending on your region and local customs duties. These charges are at the customer's own expense.

All products remain pawaw property until full payment is made. The price applicable is that set at the date on which you place your order. Shipping costs and payment fees are recognized before confirming the purchase. If you are under 18 years old you must have parents' permission to buy from pawaw.

All transfers conducted through pawaw are handled and transacted through third party dedicated gateways to guarantee your protection. Card information is not stored and all card information is handled over SSL encryption. Please read the terms & conditions for the payment gateway chosen for the transaction as they are responsible for the transactions made.