Refund policy
Return & Refund Policy
At PAWTAGO, we want you to be satisfied with your purchase. Please review our return and refund policy below before requesting a return.
30-Day Return Window
You may request a return within 30 days of the date your order is delivered. To be eligible for a standard return, the item must be unused, in its original condition, and in the original packaging.
Damaged, Defective, Incorrect, or Missing Items
If your order arrives damaged, defective, incorrect, or with missing items, please contact PAWTAGO as soon as possible and within 30 days of delivery.
Please provide:
- Your order number
- A description of the problem
- Clear photos and/or video showing the issue
- Photos of the shipping package and label when applicable
After reviewing your claim, we may provide a replacement, partial refund, or full refund depending on the circumstances.
Change-of-Mind Returns
If you ordered the wrong item, changed your mind, or no longer want the product, the return must be approved by PAWTAGO before it is shipped.
Customers are responsible for return shipping costs for change-of-mind returns, incorrect selections, or other non-defective returns. International return shipping can be expensive, so please contact us before sending any item back.
Do Not Return Items Without Authorization
Please do not return products to the address shown on the shipping package. Our products may ship from different fulfillment locations.
After your return request is approved, PAWTAGO will provide the correct return instructions and return address.
Unauthorized returns may not be eligible for a refund.
Non-Returnable Items
For health, hygiene, and safety reasons, opened or used disposable or personal-use pet products may not be eligible for return, including items such as training pads, diapers, wraps, and similar hygiene products, unless they arrived damaged, defective, or incorrect.
Order Cancellations
If you need to cancel or change an order, please contact us as soon as possible. Orders may be canceled before fulfillment or processing begins. Once an order has entered processing or has shipped, cancellation may no longer be possible.
Refunds
Once your refund is approved, it will be issued to your original payment method. Processing times may vary depending on your bank, credit card company, or payment provider.
Shipping charges and return shipping costs are generally non-refundable unless the return is caused by an error by PAWTAGO or the fulfillment provider.
Delivered but Not Received
If tracking shows that a package was delivered but you cannot locate it, please first check with household members, neighbors, the carrier, and your local post office. We may request official carrier documentation before reviewing a refund or replacement request.
Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address. PAWTAGO cannot guarantee refunds or replacements for orders that are lost, returned, or undeliverable because an incorrect or incomplete address was provided.
Contact Us
To request a return, refund, replacement, or cancellation, please contact PAWTAGO through our Contact page and include your order number and details of your request.
Please do not send any return until you have received return authorization and instructions from PAWTAGO.