Refund policy

At Pawstarry, we understand that every item represents a beloved companion, and we treat every product with the care and respect it deserves.

For custom and personalized items, because each piece is made specifically for your pet, we cannot accept returns or exchanges due to a change of mind. However, if your custom item has a quality issue, was damaged during shipping, or is incorrect, we are always here to make it right.

For non-custom items, we offer a 30-day return and exchange window, giving you time to make sure your purchase is right for you.

When We Can Assist

  • Non-custom items:
    Eligible for return or exchange within 30 days of delivery, provided the item is unused, in its original condition, and returned with all original packaging and accessories.
  • Quality issues, damage during shipping, missing parts, or incorrect items:
    We will provide a free return and ensure your item is replaced or refunded promptly.
  • Custom orders (engraved or personalized):
    Cannot be returned or exchanged due to a change of mind. Returns or exchanges are available if the item has a product defect, was damaged during shipping, or does not match your approved customization.

How to Start a Return or Exchange

  1. Reach out to us at support@pawstarry.com with:
    • Your order number
    • A brief description of your request
    • Photos or videos showing the issue, if applicable
  2. Our team will review your request within 24 hours.
  3. If your return or exchange is approved:
    • For quality issues, damage, or incorrect items, we will cover the return shipping cost.
    • For non-custom returns due to a change of mind, the return shipping cost is the customer's responsibility.
    • Please return the item in its original packaging within 7 days of receiving return instructions.
    • For exchanges, a replacement tracking number will be emailed within 5 business days after we receive and process the returned item.

Please note: After you return the item, please email us the tracking number so we can monitor the shipment. We cannot be responsible for lost return packages without a tracking number.

Important Notes

  • Non-custom items must be returned unused and in their original condition, including all accessories, packaging, and gifts.
  • All returns and exchanges must be approved in advance. Unauthorized returns may not be accepted.
  • Custom and personalized items cannot be returned or exchanged for a change of mind.
  • Items that have been used, damaged after delivery, or returned incomplete may not be eligible for a refund or exchange.

Refunds

  • Quality issues, damaged, or incorrect items: Full refund will be issued, including applicable return shipping costs.
  • Non-custom returns due to a change of mind: A refund will be issued after the returned item is received and inspected. Original shipping costs, if any, may not be refundable.
  • Missing parts: We will provide a free replacement or, where appropriate, a free return and exchange.

Refunds are typically processed within 3 business days after the returned item has been received and approved. Once processed, the time it takes for the refund to appear in your account may depend on your payment provider.

Need Help?

Email us anytime at support@pawstarry.com.

We understand that every Pawstarry product is unique and meaningful. Our team is committed to making the return and exchange process as simple as possible and ensuring that every order arrives as expected, in the best possible condition.