Refund policy

Refund & Return Policy

At Paws & Velvet, we are committed to ensuring customer satisfaction across all our pet products, including pet essentials, accessories, and smart pet gear. If your purchase does not meet your expectations, we are here to assist you.

Return Window

We offer a 30-day return policy.
You have 30 days from the date your order is delivered to request a return.

Return Method

All returns must be completed by mail within the United States.
We do not accept in-person returns.

Item Condition Requirements

To qualify for a return due to change of mind, items must meet the following conditions:

  • Unused and in original condition
  • All original packaging and tags must be intact
  • No visible signs of wear, damage, or use
  • Proof of purchase (order confirmation or receipt) is required

Non-Returnable Items

The following items are not eligible for return:

  • Used pet items that have come into contact with pets (e.g., pet beds, grooming tools, or similar products)
  • Wearable pet accessories once used
  • Customized or personalized items
  • Gift cards

Return Shipping Costs

Change-of-Mind Returns:
Customers are responsible for return shipping costs. We recommend using a trackable shipping service.

Damaged, Defective, or Incorrect Items:
Paws & Velvet will cover return shipping costs if the item arrives damaged, defective, or incorrect.

Restocking Fees

We do not charge any restocking fees for eligible returns.

How to Start a Return

To initiate a return:

Step 1: Email our support team at support@pawsandvelvet.com with your order number and reason for return.

Step 2: Once your request is approved, you will receive return instructions.
Returns sent without prior approval will not be accepted.

Step 3: Securely package your item and send it to:

Paws & Velvet
30 N Gould St 52447
Sheridan, WY 82801
United States

Damaged, Faulty, or Incorrect Items

If you receive a damaged or incorrect item, contact us immediately at support@pawsandvelvet.com with clear photos of the issue.

For approved claims, we will:

  • Cover return shipping costs
  • Provide a replacement or full refund

Refund Processing Timeframe

Inspection:
Please allow 3–5 business days after we receive your return for inspection.

Refund Issuance:
Once approved, your refund will be issued to your original payment method.

Bank Processing:
Please allow 7 business days for your bank or credit card provider to process and post the refund.

You will receive a confirmation email once your refund has been issued.

Currency & Pricing

  • All prices are listed in USD ($)
  • Applicable sales tax is calculated at checkout
  • No hidden charges or fees

Exchanges

We do not offer direct exchanges.
If you need a different product, please return your item for a refund and place a new order.

Contact Information

Email: support@pawsandvelvet.com
Phone: +1 (307) 427-2456
Business Hours: Monday – Friday, 9:00 AM – 4:00 PM (U.S. Time)

Business Details

Operated by: THRIVE BASKET LLC
EIN: 98-1876783

Address:
30 N Gould St 52447
Sheridan, WY 82801
United States