Return & Refund Policy
Last Updated: September 08, 2026
Thank you for shopping at pawshoply.com, owned by MATTHEW TRAN LLC.
This policy applies to all pet supplies orders placed on our website.
1. Return Eligibility
You may request a return within **30 calendar days from the delivery date** of your order.
To qualify for return:
- Items must be unused, unwashed, in original packaging with all tags intact.
- The product cannot be damaged by pet use or customer misuse.
- Proof of purchase (order number) is required.
Non-Returnable Items (Final Sale):
- Opened pet food, treats, supplements, hygiene products for pet safety and health reasons
- Customized / personalized pet products
- Gift cards.
2. How to Start a Return
Send an email to cs@pawshoply.com with:
- Your order number
- Photos of the product
- Reason for return.
Our team will reply within 24 business hours and provide return instructions.
Do NOT send items back before receiving our return authorization. Unauthorized returns will not be processed.
3. Return Shipping Cost
- If item arrived damaged, defective, or we shipped wrong product: WE cover return shipping cost.
- If you change your mind / no longer want the product: Customer pays return shipping fee.
We recommend using trackable shipping service. We are not responsible for lost returned packages.
4. Refund Processing
Once we receive and inspect your returned goods:
- Approved refunds will be issued back to your original payment method within 5-10 business days.
- Your bank or card issuer may need extra time to post the refund to your account.
- Original shipping fees are non-refundable unless the error is our fault.
5. Damaged / Defective Items
If your item arrives broken or defective, please contact us within 48 hours after delivery with clear photos of packaging and damaged goods. We will arrange replacement or full refund.
6. Contact
MATTHEW TRAN LLC
Phone: (+1) 8035996892
Email: cs@pawshoply.com
