Refund policy
Strawberry Paws: Returns & Refunds Policy
We want you and your pets to love your Strawberry Paws products! Because we source our inventory directly from our global manufacturing partners to bring you the best variety and prices, we have a few specific guidelines for returns and refunds.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or if you receive the wrong product, we will make it right immediately.
Please contact us at strawberry_paws@outlook.com within 7 days of your delivery date.
Important: You must include a clear photo or a short video showing the damage, defect, or incorrect item. Our manufacturing partners require this visual proof to authorize a replacement or refund.
Once verified, we will arrange for a free replacement to be sent out immediately, or issue a full refund. You usually will not need to ship the defective item back!
Sizing Issues & "Change of Mind" Returns
Because our items are processed and shipped directly from international warehouses, managing standard returns can be complex. We highly encourage you to review our sizing charts carefully before purchasing.
If you need to return an item because it does not fit or you changed your mind, you must contact us within 14 days of delivery.
The item must be completely unused, unwashed, entirely free of pet hair or odors, and in its original packaging with all tags attached.
Customers are responsible for all return shipping costs. Please be aware that returning items to our supplier's facilities may incur international shipping fees.
We highly recommend using a trackable shipping service, as we cannot issue a refund until the item is successfully received and inspected at the warehouse.
Lost or Delayed Packages
While rare, international shipping can sometimes experience delays.
If your tracking information has not updated for more than 30 days, please contact us. We will investigate with our shipping partners and issue a full refund or send a replacement if the package is deemed lost in transit.
Please note that we cannot issue refunds for packages that the courier has marked as "Delivered" to the address provided at checkout.
Order Cancellations
Our warehouses process orders rapidly to get your gear to you as soon as possible. If you need to cancel or change your order, please contact us within 12 hours of placing it. Once an order has been processed and dispatched by the warehouse, it can no longer be canceled.
How to Initiate a Return
Please do not send your purchase back to the address on your shipping label. That is often a regional sorting facility, and your package will be lost, which means we will be unable to process your refund.
To start a return, email strawberry_paws@outlook.com with your order number and the reason for the return. We will provide you with the correct warehouse return address and further instructions.