Refund Policy
Purely Paws Refund & Exchange Policy
Last updated: 08 - 24 - 2025
This policy applies to all purchases made through our official website:
www.trypurelypaws.com
30-Day Satisfaction Guarantee
We want you (and your dog) to be completely happy with your purchase. That’s why we offer a risk-free 30-day return policy on all eligible items.
If you’re not satisfied for any reason, you may return your item within 30 days of delivery for a refund or exchange — no hard feelings.
In order to be eligible for the 30-day return policy, you must contact info@trypurelypaws.com within 14 days of receiving your order.
Return Shipping Responsibility
Customers are responsible for covering the cost of return shipping. We do not provide prepaid return labels unless the item arrived damaged or defective.
Items & Accessories
Please note that used items are not eligible for return or exchange.
For hygiene and safety reasons, we can only accept returns on unused item in their original packaging.
Damaged or Incorrect Items
Received the wrong item? Something arrived damaged? We’re here to help.
If your order arrives damaged or you received the wrong item, please email us at info@trypurelypaws.com within 30 days of delivery. Include:
Your order number
Photos of the product(s) received
A photo of the packaging with the shipping label visible
Once we verify the issue, we’ll send out a replacement free of charge (as long as the item is in stock). Please note that we cannot refund items damaged during transit by the courier.
Exchanges
We do offer exchanges on eligible products. If you’d like to exchange your item for a different product, variation, or replacement, please contact our team within 90 days of receiving your order. The item must be unused, and the customer is responsible for return shipping costs unless the product was damaged or defective upon arrival.
How to Start a Return
We don’t currently have a self-serve return portal, but it’s easy to start a return:
Just send us an email at info@trypurelypaws.com with your order number and the reason for return. We’ll guide you through the next steps.
Refund Process
Once we receive and inspect your return, we’ll issue a refund to your original payment method. Please allow:
Refund processing time: 8 days
You’ll receive a confirmation email as soon as your refund is issued.
Shipping Costs
We offer free standard shipping on all orders. However, priority processing and shipping protection costs are non-refundable.
Need Help?
We’re always here to assist you.
📧 Email: info@trypurelypaws.com
🕑 Hours: Monday – Friday, 9am – 5pm EST
💬 Response Time: Within 24 hours