Last updated: August 14, 2026
At Pawsly, we stand behind every product we ship. If your order arrives defective, damaged, or isn't what you ordered, we'll make it right — with a full refund or a free replacement, and in most cases you won't need to ship anything back.
The short version
- You have 30 days from the day your order is delivered to report an issue.
- We refund or replace items that are defective, damaged in shipping, or incorrect (wrong item, wrong variant, missing from your order).
- We do not offer refunds for change-of-mind, dislike, or dissatisfaction with a product that arrived as described and in working condition.
- When a refund or replacement is approved, in most cases no return shipment is needed at all — and if one is, you won't pay for it.
- Refunds go back to your original payment method.
What we cover
Contact us at mypawslypets@gmail.com within 30 days of delivery if:
- Your item arrived damaged — broken, bent, torn, or otherwise harmed in transit.
- Your item is defective — it doesn't function as described.
- You received the wrong item — a different product, wrong variant or colour, or something missing from your order.
Include your order number and a photo or short video of the issue. We'll send a free replacement or issue a full refund — including any shipping you paid — whichever you prefer.
What we don't cover
We're unable to refund or exchange items simply because you've changed your mind, no longer need the product, or aren't satisfied with a product that arrived as described and in working condition. Please review product descriptions, sizes, and details carefully before ordering — and if you're unsure about anything, email us before you buy. We're happy to help you choose.
Do I need to ship the item back?
Usually not. In most cases we resolve approved claims without asking for the item back at all — we'll issue your refund or send a replacement, and you can keep, donate, or recycle the original. If we do need an item returned, we'll provide instructions and pay the return shipping cost ourselves. Please don't ship anything back without contacting us first — we don't operate a public return address, and unapproved returns can't be tracked or refunded.
How to report an issue
- Email mypawslypets@gmail.com with your order number.
- Describe the problem and attach photos (or a short video for defects).
- We'll reply within 1–2 business days with next steps. Most cases are resolved with a refund or replacement and no shipment required.
Refund timing
Once your refund is approved, we issue it within 3–5 business days. Your bank or card issuer may take an additional 5–10 business days to post it to your account. Because our orders ship directly from our fulfilment partners, approval can occasionally take a little longer while we confirm delivery details — we'll keep you updated either way.
Order cancellations
Need to cancel? Email us as soon as possible at mypawslypets@gmail.com. We can cancel any order before it has been sent out for fulfilment. Once an order is in fulfilment it can no longer be cancelled. If a cancelled-too-late order arrives defective, damaged, or incorrect, this policy still fully applies.
Duties and import fees (US orders)
Prices at checkout do not include import duties or fees. Any duty charged by your local customs authority is collected by them, not by Pawsly, and is non-refundable by us — this applies even to orders that are refunded.
US customers — a note on returns
Pawsly does not operate a US return address. All orders ship directly from our fulfilment network, so please never ship a return to the address on your package. Contact us first — in almost every case we'll resolve it without any return shipment.
Sale and promotional items
All discounted and promotional items are final sale and are not eligible for refund or exchange. The guarantee for defective, damaged, or incorrect items always applies, regardless of the price paid.
Governing law
This policy is governed by the laws of the Province of Ontario and the federal laws of Canada applicable therein.
Questions?
Email us any time at mypawslypets@gmail.com — we answer within 1–2 business days.