Returns & Refund Policy
At CoozyPaw, customer satisfaction is important to us. Please read our Returns & Refund Policy carefully before making a purchase, as it outlines the terms under which returns, exchanges, and refunds are considered.
1. Order Review Period
Once your order is delivered, please inspect it promptly. Any concerns regarding a missing, incorrect, or damaged item must be reported to us within 48 hours of delivery by emailing info@coozypaw.com with your order number and clear photos of the item received. Requests submitted after this window may not be eligible for review.
2. Eligibility for Returns
Due to the nature of our products and our fulfillment process, we evaluate return and refund requests on a case-by-case basis. Generally, a request may be considered if:
- The item arrived visibly damaged or defective
- You received the wrong item or size
- The item is significantly different from what was described on the product page
We are unable to accept returns or offer refunds for:
- Change of mind after an order has been placed or shipped
- Items that have been used, washed, chewed, or altered in any way
- Incorrect address or shipping details provided by the customer at checkout
- Delays caused by couriers, customs, weather, or other circumstances outside our control
3. How the Process Works
If your request is approved for review, our support team will guide you through the next steps, which may include return shipping instructions, a replacement, or a refund — depending on the specific situation and item involved. Please note that because our products are shipped directly from our fulfillment partners, return timelines and options can vary by item and are communicated to you individually once your request is reviewed.
We ask for your patience during this process, as coordination with our fulfillment partners can take additional time.
4. Refunds
If a refund is approved, it will be processed to your original method of payment. Please allow a reasonable processing window for the refund to reflect in your account, as timing can vary depending on your bank or payment provider and is outside of our direct control. We will keep you informed of the general status of your request, though we are not able to guarantee specific processing dates.
Refunds, when issued, may be full or partial depending on the nature of the issue and the condition of the item, at our discretion.
5. Shipping Costs
Original shipping charges (if any) are non-refundable. If a return is approved, any return shipping costs are generally the responsibility of the customer, unless the issue was a result of our error (such as receiving the wrong item).
6. Cancellations
Order cancellation requests must be submitted as soon as possible after placing an order. Once an order has entered processing or shipping with our fulfillment partner, we may not be able to cancel or modify it.
7. Non-Returnable Situations
Please note that due to hygiene and safety standards, items such as chew toys and pet bedding cannot be returned once opened or used, unless found to be defective upon arrival.
8. Before Filing a Payment Dispute
If you experience any issue with your order, we genuinely want the chance to make it right. Please contact us directly at info@coozypaw.com before opening a dispute or chargeback with your bank or payment provider — most concerns can be resolved faster and more smoothly this way.
9. Contact Us
For any return, refund, or order-related questions, reach out to us at:
Email: info@coozypaw.com Website: coozypaw.com
10. Changes to This Policy
We may update this Returns & Refund Policy from time to time without prior notice. Please review this page periodically for the most current version.
