Refund & Return Policy

Effective Date: September 15, 2026

At PawCarry, we want you to feel confident when shopping with us. If PawCarry isn't right for you, our 30-day money-back guarantee gives you the opportunity to return your eligible purchase. Please review this policy before placing your order.

1. 30-Day Return Window

We accept eligible return requests submitted within 30 calendar days after the order is marked as delivered by the shipping carrier.

To qualify for a return, the product must be:

• Unused and unworn

• In its original packaging

• In resalable condition

• Returned with all included parts and accessories

A return must be approved by PawCarry before it is shipped back. Items returned without prior authorization may not be accepted.

2. Starting a Return

To request a return, please contact us through the Contact Us page on our website within the 30-day return window.

Please include:

• Your full name

• Your order number

• The reason for the return

• Photographs of the item and its original packaging, where applicable

We will review your request and provide return instructions if it is approved.

3. Return Shipping

Customers are responsible for return-shipping costs unless the item arrived damaged, defective, or incorrect.

Original shipping charges are non-refundable, except where required by applicable law or where the return is the result of an error on our part.

We recommend using a trackable shipping service when returning an item. PawCarry is not responsible for return packages that are lost or damaged while being shipped back to us.

4. Non-Returnable Items

We do not accept returns for:

• Used or worn products

• Products damaged through misuse, accidents, improper care, or normal wear and tear

• Items missing their original packaging or included accessories

• Clearance or final-sale items, where applicable

• Gift cards

• Items returned after the 30-day return window

These exclusions apply except where otherwise required by applicable law.

5. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as it arrives.

If your PawCarry product arrives damaged, defective, or different from what you ordered, please contact us through the Contact Us page on our website as soon as possible.

Please include:

• Your order number

• A description of the issue

• Clear photographs or video showing the item, packaging, and damage or defect

After reviewing your claim, we may provide a replacement, refund, store credit, or another appropriate resolution.

PawCarry will cover approved return-shipping costs when the issue resulted from verified damage, a defect, or a fulfillment error on our part.

This policy does not cover damage caused after delivery through improper use, accidents, modifications, inadequate care, or ordinary wear and tear.

6. Exchanges

We do not offer direct exchanges for preference, fit, or color changes.

If you receive an eligible item that you no longer want, you may request a return under this policy and place a new order for your preferred product.

Damaged, defective, or incorrect products may be replaced after the issue has been reviewed and approved.

7. Refunds

Once an approved return has been received, we will inspect the item and notify you whether your refund has been approved.

Approved refunds will be issued to the original payment method.

Please allow up to 10 business days for us to inspect the returned item and process the refund. After the refund has been processed, your bank or payment provider may require additional time for the funds to appear in your account.

PawCarry reserves the right to deny a refund or deduct an appropriate amount when a returned item:

• Shows signs of use or wear

• Has been damaged after delivery

• Is missing original packaging or included accessories

• Does not otherwise meet the requirements of this policy

Any deduction will only be made where permitted by applicable law.

8. Order Changes and Cancellations

If you need to change or cancel your order, please contact us through the Contact Us page on our website as soon as possible.

You may request to cancel your order within 24 hours of placing it.

After 24 hours, your order may have entered processing or fulfillment and cancellation may no longer be possible.

Submitting a cancellation request does not guarantee that the order can be stopped before processing or shipment.

If your order can no longer be cancelled, you may still be eligible to return it under our 30-day money-back guarantee once it has been delivered.

9. Lost Packages

If your tracking information has not updated for an extended period or indicates that your package may have been lost before delivery, please contact us through our Contact Us page so we can review the shipment and, where appropriate, work with the shipping carrier to investigate it.

Customers are responsible for providing a complete and accurate delivery address at checkout.

PawCarry is not responsible for delivery problems caused by an incorrect or incomplete address provided by the customer.

10. Packages Marked as Delivered

If carrier tracking shows that your order has been delivered but you cannot locate it, we recommend that you:

• Check your delivery location and surrounding area

• Ask household members or neighbours

• Check with building management, reception, or a mailroom if applicable

• Contact the shipping carrier for additional information

We also recommend allowing up to 48 hours, as carriers may occasionally mark packages as delivered shortly before they are actually received.

If you still cannot locate your package, please contact us through our Contact Us page and we will provide any available shipment information to assist with the investigation.

We cannot guarantee a refund or replacement for packages that have been confirmed as delivered by the carrier.

11. Refused and Undeliverable Packages

Packages returned to us because of an incorrect address, refusal of delivery, failed delivery attempts, or failure to collect may be eligible for a refund once the package has been received and inspected.

Any return-to-sender or additional shipping costs may be deducted from the refund where permitted by applicable law.

12. Consumer Rights

Nothing in this policy limits or excludes any consumer rights or remedies that cannot legally be waived under applicable law.

13. Contact Us

For questions regarding returns, refunds, cancellations, or your order, please contact us through the Contact Us page on our website.

PawCarry