Returns & exchanges.
If it is not right for your dog, send it back. Used is fine, washed is fine, gnawed is fine — that last one is genuinely useful information for us.
The window
You have 60 days from delivery to return anything for a full refund or an exchange. We do not require the original packaging and we do not require the item to be unused. A collar that turned out to be the wrong size and a rope toy that lasted nine minutes are both fine.
We would rather have the feedback than the sale. If something failed faster than it should have, tell us what happened — it goes to the person who designed it.
How to return something
- Email support@petsandpawsco.com with your order number and which item you are sending back.
- We send a prepaid return label within one business day. Returns cost you nothing.
- Put the item in any box or bag, attach the label, and drop it off.
- We email you the moment it arrives and again when the refund is issued.
You do not need to print anything if your carrier supports label-free drop-off — the email includes a QR code.
Refunds
Refunds are issued to the original payment method within 3–5 business days of the return arriving with us. Your bank may take a further few days to show it, which is outside our control.
Original outbound shipping is refunded on faulty items and on any order where we made the mistake. On a straightforward change of mind we refund the item price and keep the original shipping.
Exchanges
Tell us the size or item you want instead and we will ship it as soon as the return is scanned by the carrier — you do not have to wait for it to reach us. If the exchange costs more we send a payment link for the difference; if it costs less we refund the difference.
Exceptions
- Engraved brass tags are made to order and cannot be returned unless faulty or engraved wrong.
- Opened shampoo and paw balm cannot be returned for hygiene reasons. Unopened is fine.
- Gift cards are non-refundable.
Everything else is covered, including sale items and seconds.
Faults and the hardware guarantee
All solid brass fittings — buckles, clips, D-rings, tag hardware — carry a lifetime guarantee against failure. If a fitting breaks, bends or seizes at any point, send us a photograph and we will repair or replace the item free, regardless of how old it is.
This covers manufacturing and material failure. It does not cover leather that has been chewed through, fabric a dog has destroyed, or ordinary wear — those are what the 60-day window is for.