Refund policy

For help with a return, contact PawRoutine through our Contact page and include your order number. Please contact us promptly so there is time to arrange your return.

For a change-of-mind return, the item must be unused, unwashed and in its original packaging. Your return must be shipped within 14 calendar days after delivery. Contact us before sending anything back: we will provide the correct return instructions and destination. Please do not send returns to an address printed on a shipping label without our instructions.

You are responsible for return shipping costs for change-of-mind returns. PawRoutine does not charge a restocking fee. Keep proof of shipment and tracking.

If your order arrives damaged, contains the wrong item or quantity, or materially differs from its description, contact us promptly. Include a description of the issue and photos when available. We will review the issue and arrange the appropriate replacement, refund or other resolution. Do not return an affected item before receiving instructions.

After an approved return is received and inspected, we will initiate the refund for the returned items to the original payment method within 5 business days. Your payment provider may take additional time to post it. No original shipping charge is deducted from an order shipped free of charge.

If you want to cancel or change an order, contact us as soon as possible. We cannot guarantee a change once fulfillment has begun. These conditions do not limit any rights you have under applicable law.