REFUND & RETURNS POLICY
Last Updated: September 12, 2026
At The Paw Living, we want you to be happy with your purchase. If something isn’t right with your order, we’re here to help.
1. Return Period
We accept eligible returns requested within 30 days of delivery.
To be eligible for a return, the item must generally:
Be unused or in its original condition
Be clean and free from pet hair, stains, odors, or damage
Include original packaging where applicable
Include all accessories, parts, manuals, and promotional items supplied with the order
Be accompanied by proof of purchase
Certain products may be subject to additional return restrictions.
2. Items That Cannot Be Returned
For safety, hygiene, and product-quality reasons, certain items may not be eligible for return, including:
Used pet bedding or products that cannot be resold for hygiene reasons
Personalized or customized products
Items marked as final sale
Gift cards
Products damaged through misuse, improper care, or normal wear and tear
If you are unsure whether your item qualifies, contact us before sending it back.
3. How to Request a Return
Before returning an item, please contact:
Include:
Your full name
Order number
Item you would like to return
Reason for the return
Photos, if the item is damaged or defective
Do not send an item back without receiving return instructions from our support team.
4. Return Shipping
Unless the item is defective, damaged upon arrival, or we made an error with your order, the customer is responsible for return shipping costs.
Original shipping charges are generally non-refundable unless the return is due to an error on our part or the product arrived damaged or defective.
5. Damaged or Incorrect Items
Please inspect your order when it arrives.
If your order arrives damaged, defective, or you receive the wrong item, contact us as soon as possible at support@thepawliving.com.
Please provide your order number and clear photographs of the product and packaging. We will review the issue and work with you toward an appropriate resolution.
6. Refunds
Once your returned item is received and inspected, we will notify you whether the return has been approved.
If approved, the refund will be issued to the original payment method.
Please allow additional time for your bank or payment provider to process and post the refund to your account.
7. Partial Refunds
In certain circumstances, a partial refund may be issued if an item is returned with missing parts, packaging, accessories, or signs of use that reduce its resale value.
8. Exchanges
If you need a different item, size, or variation, contact our support team. Depending on product availability, we may provide instructions for returning the original item and placing a replacement order.
9. Sale Items
Sale or promotional items may be subject to different return conditions. Any applicable restrictions will be communicated on the relevant product or promotion.
10. Order Cancellations
If you need to cancel an order, contact us as soon as possible.
Because orders may be processed quickly, we cannot guarantee that a cancellation request can be completed before fulfillment begins. Once an order has shipped, it may need to be handled through our standard return process.
11. Contact Us
For return or refund questions, contact:
The Paw Living
35 A Smithfield Blvd 311
Plattsburgh, NY 12901, USA
Phone: 518-572-4489
Email: support@thepawliving.com
Website: https://thepawliving.com