Refund policy
We want you and your pet to love every purchase from PawVault. Because our products ship directly from our fulfillment partners, we do not accept returns for change of mind — all sales are final except in the cases below.
Damaged, Defective, or Incorrect Items
If you received an item that is damaged, defective, or not what you ordered, contact us at support@pawvault.org within 7 days of delivery with:
- Your order number
- A photo or video clearly showing the issue
We will send you a replacement or issue a full refund — no need to return the item.
Order Not Received
If your order hasn't arrived within the estimated delivery window listed in our Shipping Policy, contact us at support@pawvault.org with your order number and we will investigate with the carrier and make it right.
How to Request a Refund
Email us at support@pawvault.org with your order number and a description of the issue (plus a photo or video if applicable). Our team will respond within 1–2 business days with next steps.
Refund Processing
Once your request is approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or credit card company may take additional time to post the credit.
Non-Refundable Situations
- Change of mind after purchase
- Requests made more than 7 days after delivery for damaged, defective, or incorrect items
- Items that have been used, washed, or altered
- Delivery issues caused by an incorrect shipping address provided by the customer
Questions?
Contact us at support@pawvault.org — we typically respond within 1–2 business days.