Refund policy

Effective Date: June 12, 2026

At Paw's Express, we want you and your pets to be completely satisfied with every purchase. If you are not fully satisfied with your order, we're here to help. Please review our Return & Refund Policy below before requesting a return.

Return Eligibility

You may request a return within 30 days of receiving your order.

To be eligible for a return, the item must:

  • Be unused and in its original condition

  • Be returned in its original packaging

  • Include all original accessories (if applicable)

  • Be accompanied by proof of purchase or your order number

Items that do not meet these requirements may not qualify for a refund.

Non-Returnable Items

The following items cannot be returned or refunded:

  • Opened or used pet grooming products

  • Personalized or customized products

  • Clearance or final sale items

  • Gift cards

  • Products damaged due to misuse, neglect, or improper handling

  • Items returned after the 30-day return period

Damaged, Defective, or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 7 days of delivery.

To help us process your request quickly, please provide:

  • Your order number

  • A brief description of the issue

  • Clear photos showing the damage or incorrect item

After reviewing your request, we may offer a replacement, store credit, or a full refund, depending on the situation.

Return Process

To begin a return, please contact our customer support team.

Once your return request is approved, we will provide instructions for returning the item.

Please do not return products without contacting us first, as this may delay the processing of your request.

Refund Process

After your returned item is received and inspected, we will notify you by email regarding the status of your refund.

If your refund is approved, it will be issued to the original payment method used for your purchase.

Refund Processing Time

Approved refunds are typically processed within 5–10 business days after the returned item has been inspected and approved.

Depending on your bank or payment provider, additional processing time may be required before the refund appears in your account.

Late or Missing Refunds

If you have not received your refund after the expected processing period:

  • Check your bank account again.

  • Contact your credit card company.

  • Contact your bank, as processing times may vary.

If you still need assistance, please contact our customer support team.

Order Cancellations

Orders may be canceled before they have been processed or shipped.

Once an order has been shipped, it cannot be canceled and must follow the standard return procedure.

Return Shipping

If the return is due to our error, such as receiving a damaged, defective, or incorrect product, Paw's Express may cover the return shipping cost.

For all other approved returns, return shipping costs may be the responsibility of the customer unless otherwise stated.

Contact Us

If you have any questions about this Return & Refund Policy or need assistance with a return, please contact us.

Paw's Express

📞 Phone: (623) 259-6500

📧 Email: support@express-paws.com

📍 Address:
10651 W Olive Ave, Suite 108
Safeway Shopping Center
Peoria, AZ 85345
United States

Business Hours

Mon–Fri: 9:00 AM – 6:00 PM

Sat: 10:00 AM – 4:00 PM

Sun: Closed

Our Commitment

At Paw's Express, we are committed to providing quality pet products, reliable customer service, and a fair, transparent return process. Your satisfaction and your pet's well-being are always our priority.