We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. StayPaw is committed to delivering an exceptional customer experience. We encourage you to contact us with any questions or concerns before placing your order.
CANCELLATIONS
If you change your mind about your purchase, please contact customer service at support@staypaw.com and provide your order number and the modification you would like to make. We’ll confirm once the modification or cancellation has been made.
Your order is only eligible to be canceled and modified while it has not been shipped. After that time, the order can no longer be canceled.
RETURN POLICY
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
Non-furniture items
To be eligible for a return:
- Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
- You’ll also need the receipt or proof of purchase.
- Orders received but want to return with no reason, no like anymore will not be returned.
- Orders received but do not fit and want to change the size will not be changed and returned (please make sure about your size before placing an order)
- We only replace items if they are defective or damaged
If you believe you have received a damaged or defective item, or there has been a fulfillment error, please reach out to support@staypaw.com, and our Customer Care team will be happy to assist. Please contact customer service within 30 days of the date of receiving at support@staypaw.com, with a photo of the product you received along with detailed shots you wish to include. We will use this information to look into a replacement and prevent future errors. Our customer service team will review your claim. If your claim is approved, we will provide you with a replacement free of charge.
For all other requests please contact customer service at support@staypaw.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.
Furniture items
We are unable to accept crate returns as we have no way of receiving large/furniture return shipments. Please keep in mind our crates are handmade, so there may be minor imperfections or variations in the wood as with any piece of furniture. Before purchasing a Crate, it is important you ensure the Crate is a good fit for your dog’s size and behavior, as our Crate may not work for every dog. Please e-mail us at support@staypaw.com if you have any questions about our Crate.
EXCHANGES (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@staypaw.com. Our customer service team will review your claim. If your claim is approved, we will provide you with a return address.
REFUNDS
We will notify you once we’ve received and inspected your return. You’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@staypaw.com.