Refund policy

Return & Refund Policy (14-Day Return Window)

1. Return Period: Customers may initiate return requests within 14 calendar days after item delivery. No return or refund approval for requests exceeding the 14-day limit.
2. Return Eligibility Criteria
   • Items must stay unused, unwashed, intact with original factory packaging, free from pet stains, hair or odor damage.
   • Opened edible pet snacks, customized personalized pet goods are non-refundable and non-returnable.
   • Customers need to provide valid order number or purchase proof for return application; unauthorized unsolicited returned parcels will be rejected.
3. Return Operation Steps
   
   
   Step1: Email support@pawjoy.us with your order ID plus real photos of item condition to apply for return authorization.
   
   
   Step2: Once approved, we issue pre-paid US return label and detailed sending instructions.
   
   
   Step3: Securely repack items and attach the provided return label before drop-off.
4. Return Shipping Rule: Manufacturing defective, shipping damaged or wrong-item delivery: Pawjoy covers full return freight cost. Customer-initiated voluntary return for wrong purchase: we bear all return shipping fees, no restocking fee applied for any qualified returned items.
5. Return Receiving Address: Pawjoy Returns Dept,7901 4th St N, Ste 300, St. Petersburg, FL 33702, USA (Do not send items to manufacturer address directly).
6. Refund Process: We inspect goods upon receiving returned parcels; approved refunds will be credited back to original payment channel within 5–7 business days. Bank-side fund arrival may take additional 3–5 working days depending on financial institution’s processing speed.
7. Exchange Option: We don’t process direct exchanges; customers can return original item for full refund then place a new separate order for required goods.