Returns & Refunds

30-Day Return Window

Return requests must be submitted within 30 calendar days of the delivery date shown by the carrier. Eligible merchandise must be:

• Unused, unwashed, unaltered, and in resalable condition.
• Free from pet hair, stains, odors, scratches, and signs of outdoor use.
• Returned with the original tags, accessories, manuals, and packaging.
• Purchased directly from thepawroam.com, with an order number or proof of purchase.

Wearable products may be carefully tried on indoors to check the fit. Keep the product clean and supervise your pet during the fitting.

How to Start a Return

Visit our Contact page and include your order number, the item, and the reason for your request. For damaged, defective, or incorrect products, attach clear photos of the product, packaging, and shipping label. Wait for return instructions before mailing anything; unauthorized returns may be delayed or refused.

Return Shipping & Original Shipping Charges

Customers are responsible for return shipping costs for preference, fit, or ordering errors. Use a trackable service and keep your receipt; The Paw Roam is not responsible for returns lost in transit. Original shipping and expedited fees are non-refundable. If we confirm that an item was sent incorrectly or arrived damaged or defective, we will provide an appropriate replacement or return solution at no additional shipping cost.

Non-Returnable Items

• Used, washed, altered, damaged, or incomplete products.
• Items with pet hair, pet saliva, odors, stains, or visible wear.
• Personalized, custom-made, clearance, or final-sale merchandise.
• Gift cards and products marked non-returnable on the product page.
• Products purchased from another retailer; contact the original seller.

Damaged, Defective, or Incorrect Orders

Inspect your package promptly and contact us within 7 days of delivery if an item is damaged, defective, missing, or different from what you ordered. Include photos so we can review the issue quickly. Do not discard the item or packaging until the claim is resolved.

Exchanges & Size Changes

The fastest way to receive another size or color is to return the eligible item for a refund and place a new order. This reserves available inventory immediately. International orders are not eligible for direct exchanges.

Refund Timing

Allow 3–5 business days for inspection after your return arrives. Approved refunds are issued to the original payment method. Your bank or card provider may require another 5–10 business days to post the credit. Shipping charges, duties, customs taxes, and gift-card value are not refundable unless required by law.

Order Changes & Cancellations

Contact us as soon as possible to request a change or cancellation. We cannot guarantee changes after an order enters processing or ships. Once shipped, the standard return conditions apply.

International Returns

International customers must contact us before returning an item. Return postage, brokerage fees, duties, and taxes are the customer's responsibility unless the product is confirmed to be incorrect, damaged, or defective. Customs charges paid to a government authority cannot be refunded by The Paw Roam.