Refund policy


We want you to love what you ordered. If something's wrong or not what you expected, contact us within 30 days of delivery and we'll make it right.


When You Receive Your Order

Please check your order as soon as it arrives. If your item is defective, damaged, or incorrect, contact us immediately so we can make it right.


Damaged or Defective Items 

If your order arrives damaged or defective, send us a photo along with your order number at support@apawstore.com. We'll send a replacement or issue a full refund — no return required.


Change of Mind Returns 

For items under $20, we'll cover return shipping and issue a full refund once the item is received unused and in the same condition as received. Opened but unused items are accepted with photo documentation showing the item's condition.

For items $20 and over, return shipping costs are the customer's responsibility. A 15% restocking fee will be deducted from your refund. Refunds are issued once the item is received unused and in the same condition as received. Opened but unused items are accepted with photo documentation showing the item's condition.


Exchanges

We're happy to exchange items for a different color or variant. For items under $20, we'll cover the shipping on even exchanges. For items $20 and over, return shipping costs are the customer's responsibility. Exchanges are only accepted for items that are unused and in the same condition as received.

For defective or wrong items, we'll cover all shipping costs regardless of order value.


Non-Returnable Items

The following items are not eligible for return or exchange:

  • Items that have been used or are not in the same condition as received
  • Items showing visible chewing, tearing, ripping, or pet damage
  • Items with visible wear, damage, or alteration caused after delivery
  • Any item where a return is requested without photo documentation of the issue

To initiate any return or exchange, photo documentation is required.


How to Start a Return or Exchange

Email us at support@apawstore.com with your order number, photos, and reason for your request. If your return is approved, we'll send you a prepaid shipping label (for eligible orders) or return instructions with the correct address.

We'll take it from there.