Refund policy

At Pawstarry, we understand that each of item represents a beloved companion, and we treat every custom item with the care and respect it deserves. Because these pieces are personalized and made just for your pet, we cannot accept returns or exchanges for changes of mind.

However, if your item has a quality issue, was damaged during shipping, or is incorrect, we are here to make it right. Our goal is for every Pawstarry product to arrive in perfect condition.

When We Can Assist

  • Quality issues, damage during shipping, missing parts, or incorrect items received:
    We will provide a free return label and ensure your item is replaced or refunded promptly.
  • Custom orders (engraved or personalized):
    Cannot be returned or exchanged unless there is a product defect.

How to Start a Return or Exchange

1. Reach out to us at support@pawstarry.com with:

  • Your order number
  • Photos or videos showing the issue if possible

2. Our team will review your request within 24 hours.

3. If approved:

  • A return label will be sent to you within 3 business days
  • Please return the item in its original packaging within 7 days
  • For exchanges, a replacement tracking number will be emailed within 5 business days

Please note: If you return an item without using the provided label, email us the tracking number so we can monitor it. We cannot be responsible for lost packages otherwise.

Important Notes

  • Items must be returned complete, including any included accessories or gifts.
  • All returns must be approved in advance. Unauthorized returns may not be accepted.
  • Custom items cannot be returned for non-quality reasons.

Refunds

  • Quality issues, damaged, or incorrect items: Full refund will be issued.
  • Missing parts: Free replacement or free return/exchange.

Refunds are typically processed within 3 business days after approval. If you do not receive your refund, please contact us.

Need Help?

Email us anytime at support@pawstarry.com

We understand that every Pawstarry product is unique and meaningful. Our team is committed to ensuring that your order arrives as expected, in perfect condition.