Return & Refund Policy
We offer a 30-calendar-day return window, $0.00 restocking fee, and 1 free size exchange on your first apparel purchase.
Return & Exchange Window
You have 30 calendar days after receiving your item to request a return or exchange by mail.
Zero Restocking Fee
We do not charge any restocking fees ($0.00) for items returned in compliance with our policy.
1st Apparel Size Swap
We understand big dog sizing is unique. Enjoy one free size exchange on your 1st apparel purchase.
Return Conditions
To ensure hygiene and safety for all pets, returned items must meet the following criteria within 30 calendar days of delivery:
- Apparel: Unworn, unwashed, in new condition with original tags intact, and free of pet hair and odor.
- Collars, Leashes & Harnesses: Unused, in original condition with tags and original packaging.
- Beds, Mats & Accessories: Unopened or in brand-new, clean, unused condition.
Exchanges & Sizing Guarantee
Free Exchange on 1st Apparel Purchase: Because barrel chest measurements can vary across large breeds, we offer one FREE size exchange on your first apparel purchase within 30 calendar days of delivery.
Subsequent Exchanges: Email support@staypaw.com within 30 calendar days of delivery. Return postage for subsequent sizing exchanges is the customer's responsibility.
Return Shipping Costs & Fees
Return Method: All returns are processed by mail to our authorized domestic U.S. return facility in Boulder, Colorado.
Zero Restocking Fees: There is no restocking fee ($0.00 USD) on any returned items.
Defective, Damaged, or Incorrect Items: If your item arrives damaged, defective, or incorrect, Staypaw LLC covers 100% of return shipping and replacement postage at zero cost to you.
Customer Remorse & Standard Returns: For general returns (such as changed mind, non-defective items, or subsequent exchanges after your first apparel size swap), the customer is responsible for paying the actual return shipping postage to our domestic U.S. return facility. Original shipping charges ($3.99 on orders under $50.00), if applicable, are non-refundable for customer remorse returns.
Damaged, Defective or Incorrect Items
If your item arrives with any defect, damage, or sizing discrepancy from what was ordered, please email support@staypaw.com within 30 calendar days of delivery with clear photos. We will immediately arrange a free replacement or a 100% full refund.
How to Initiate a Return
- Email our support team at support@staypaw.com (or call +1 (720) 738-0999, Mon–Sat 9:00 AM – 5:00 PM MST) within 30 calendar days of delivery with your order number and reason for return.
- Our Customer Care team will confirm your return authorization and provide return instructions for our domestic U.S. return facility: Staypaw LLC Returns, 1942 Broadway St., STE 314C, Boulder, CO 80302, United States.
- Please do not mail returns back to the international dispatch address on the outer courier label without contacting us first, so that your return is properly logged and received at our Boulder, Colorado facility.
Refund Processing Timeline
Once your returned package is received and inspected at our Boulder, CO return facility, we will notify you by email. Approved refunds are issued to your original payment method (Stripe credit/debit card, PayPal, Apple Pay, or Google Pay) within 10 business days. Depending on your card issuer or bank, it may take an additional 3–5 business days for the credit to post to your statement.