Return/Refund Policy

Items may be returned within 30 days of purchase. If 30 days have gone by since your purchase, unfortunately we can’t 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.

As the customer you are responsible for all shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

PawBag™ pet waste bags, Activated Carbon Air Filters and PawPail Gift Cards are unable to be returned.

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the warehouse listed on your packing slip or invoice. Contact us at orders@pawpail.com prior to initiating your return to receive the correct return instructions.

There are certain situations where partial refunds may be granted (for example, any item not in its original condition, items with damaged or missing parts for reasons not due to our error, any item that is returned more than 30 days after delivery).

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We 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.

Late or missing refunds (if applicable)

If you haven’t received a refund by the time you receive your approval email, please wait 3 days and check your account again.

If you still do not see your refund, contact your credit card company or your bank. Your refund may have been processed, but due to processing times it may take some time before your refund is officially posted.

If you still have not received your refund and your credit card or bank informs you they do not see the transaction, please contact us at orders@pawpail.com.

Sale items (if applicable)

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges (if applicable)

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at orders@pawpail.com and we will review your situation.

Gifts

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

Please keep in mind that depending on where you live and the return shipping service level you select, the time it takes for us to receive your returned or exchanged product may vary.

Please consider shipping any returns using a trackable shipping service or purchasing shipping insurance. We can not and do not guarantee that we will receive your returned item.