Return & Refund Policy

Last Updated: July 27, 2026

At PawRoamer, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a free return or refund within 30 days of receiving your order, subject to the terms below.

1. Return Period

You have 30 calendar days from the date your order is delivered to request a return.

To begin a return, contact us at support@pawroamer.shop and provide:

• Your full name.
• Your order number.
• The item you wish to return.
• The reason for the return.
• Photographs of the item when it is damaged, defective, or incorrect.

Returns sent without prior approval may not be accepted or processed.

2. Return Eligibility

To qualify for a return, the product should:

• Be returned within the 30-day return period.
• Be in its original condition.
• Be clean, unused, and free from pet hair, stains, odors, or damage.
• Include its original packaging, labels, accessories, and instructions.
• Be accompanied by proof of purchase.

You may carefully inspect or try the product for fit. However, products that show signs of extended use, outdoor wear, chewing, scratching, washing, alteration, or accidental damage may not qualify for a full refund.

3. Free Return Shipping

PawRoamer offers free approved returns within the 30-day return period.

Depending on your location, we may provide a prepaid return label, arrange another return method, or reimburse reasonable return shipping costs after the return has been approved. Please follow the instructions provided by our support team.

Unauthorized shipping costs, express shipping upgrades, or returns sent using a different method from the one provided may not be reimbursed.

4. Damaged, Defective, or Incorrect Items

Please inspect your order shortly after delivery. Contact us as soon as possible if your item is damaged, defective, incomplete, or different from what you ordered.

Include clear photographs of:

• The product.
• The shipping package.
• The shipping label.
• The damaged or incorrect area.

After reviewing your request, we may offer a replacement, refund, or another appropriate solution at no additional cost.

5. Non-Returnable Items

The following items may not be eligible for return unless they arrive damaged, defective, or incorrect:

• Products damaged through misuse, improper care, or normal wear.
• Items contaminated with pet hair, waste, strong odors, or other substances.
• Products that have been modified, repaired, washed, or altered.
• Gift cards or promotional credits.
• Items marked as final sale, where permitted by law.
• Personalized or custom-made products, unless defective or incorrect.

These limitations do not affect any mandatory consumer rights available under applicable law.

6. Exchanges

We do not guarantee direct exchanges because product availability may change.

The fastest way to receive a different color, size, or model is to return the original product for a refund and place a new order. Contact our support team before returning the item so we can guide you through the process.

7. Refund Processing

Once your return is received and inspected, we will notify you whether the refund has been approved.

Approved refunds will be issued to the original payment method. PawRoamer does not charge a refund processing fee for approved returns.

Please allow approximately 5–10 business days for your bank, card provider, or payment service to display the refund after it has been issued. Processing times are controlled by your financial institution.

Original expedited shipping charges, if any were purchased separately, are generally non-refundable unless the order arrived damaged, defective, or incorrect.

8. Order Cancellations

Contact us immediately if you need to cancel or change an order. We will try to accommodate your request, but cancellation cannot be guaranteed once the order has entered processing or has been shipped.

If the order can no longer be canceled, you may request a return after delivery under this policy.

9. Refused or Unclaimed Packages

Refunds for packages refused by the customer, left unclaimed, or returned because of an incorrect address will be reviewed after the package is returned to us or our shipping partner.

Any non-refundable charges caused by an incorrect or incomplete address may be deducted where permitted by law.

10. Contact Us

For return and refund assistance, contact:

Email: support@pawroamer.shop
Phone: (902) 555-0196

PawRoamer
78 Cameron Crescent
East York, ON M4G 2A3
Canada