Refund policy

14-day returns

You have 14 days after receiving your item to request a return. To be eligible, the item must be unused, in the same condition you received it, and in its original packaging. You'll need your order number or proof of purchase. To start a return, contact us at pawjoyusa@gmail.com.

Change-of-mind returns

If you change your mind, you may return the item within 14 days. Return shipping is paid by you — once your return is approved, we'll send you the return address and instructions. Items sent back without prior approval will not be accepted.

Damaged, defective, or wrong items

Please inspect your order when it arrives. If your item arrives damaged, defective, or you received the wrong item, contact us right away at pawjoyusa@gmail.com with your order number and a photo of the issue. In most cases you will not need to send the item back — once we've reviewed your photos, we'll arrange a replacement or a full refund, your choice.

Refunds

Once your return is approved, refunds go to your original payment method within 5–10 business days. Your bank or card company may take extra time to post it. If more than 15 business days have passed since approval, contact us at pawjoyusa@gmail.com.

Non-returnable items

For hygiene reasons, used items cannot be returned unless they are defective. If you're unsure about a specific item, contact us before sending anything back.