Refund policy
Effective Date: August 2, 2026
We want you and your pet to be happy with every order. If something isn't right, here's how we can help.
1. Return Window
You have 30 days from the date your order is delivered to request a return or exchange. To be eligible, items must be:
- Unused and in the same condition you received them
- In their original packaging (when applicable)
- Accompanied by proof of purchase (order number or confirmation email)
Perishable goods (such as treats or consumables) and personalized/custom items are not eligible for return, unless defective.
2. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us within 7 days of delivery at contact@joypaws.pet with:
- Your order number
- A photo or short video of the item and its packaging
Because our products ship from international fulfillment centers, we typically do not require you to mail the item back in these cases — we'll send a replacement or issue a full refund once we've reviewed the evidence, whichever you prefer.
3. How to Start a Return
Email contact@joypaws.pet with your order number and the reason for your return. We'll respond within 1–2 business days with next steps. Please do not send items back without first contacting us, as returns sent to a supplier address without prior authorization may not be processed.
4. Refunds
Once your return is received and inspected (or approved based on photo evidence for damaged/defective items), we will notify you of the approval status of your refund. If approved, your refund will be processed to your original payment method within 5–10 business days. Please note it can take additional time for your bank or card issuer to post the refund to your account.
Original shipping costs are non-refundable, except in cases where the item was defective, damaged, or incorrect.
5. Exchanges
We only replace items if they are defective, damaged, or incorrect. If you'd like a different size, color, or product instead, please initiate a return for the original item and place a new order.
6. Order Cancellations
Orders can be cancelled free of charge within 12 hours of purchase. After this window, your order may already be processing with our fulfillment partner and cannot be guaranteed to be cancelled — please contact us as soon as possible and we'll do our best to accommodate.
7. Late or Missing Refunds
If you haven't received a refund yet, first check your bank account again, then contact your credit card company — it may take some time before your refund is officially posted. If you've done this and still have not received your refund, please contact us at contact@joypaws.pet.
8. Contact Us
For any questions about returns or refunds, reach out to contact@joypaws.pet. We're here to help.