Refund policy

RETURN AND REFUND POLICY

Last Updated: June 11, 2026

Business: PAWPILLAR Contact: support@pawpillar.com Location: Hockessin, Delaware, United States

Our Commitment

At PAWPILLAR, we stand behind every product we sell. Our return and refund process is designed to be straightforward, fast, and pet-parent friendly — not a bureaucratic obstacle course.

Return Eligibility Window

You have 30 days from the date of delivery to initiate a return for any eligible item. Items returned outside this window will not be accepted.

Scenario 1 — Defective or Dead-on-Arrival (DOA) Products

If you receive a product that is defective or non-functional upon arrival:

  • Contact us at support@pawpillar.com within 30 days of delivery
  • No photo proof required. No video proof required. No ticket queues.
  • We will dispatch a brand-new replacement via overnight delivery immediately
  • A prepaid return shipping label will be included with your replacement shipment
  • Return the defective item using the prepaid label at your convenience — no rush

You will not pay a single dollar in return shipping costs for a DOA product. Ever.

Scenario 2 — Incorrect Item Fulfillment

If you receive an item that is materially different from what you ordered:

  • Contact us at support@pawpillar.com within 30 days of delivery
  • We will ship the correct item immediately at no cost to you
  • A prepaid return label will be provided for the incorrect item
  • You will not be charged any additional shipping fees

Scenario 3 — Lost in Transit

If your tracking information shows no movement for more than 10 business days, or your order is confirmed lost by the carrier:

  • Contact us at support@pawpillar.com
  • We will file a carrier claim and ship a replacement or issue a full refund
  • Resolution will be provided within 5 business days of your claim

Standard Returns (Change of Mind)

For items that are unused, in original condition, and in original packaging, we accept returns within 30 days of delivery for a full refund of the item price, minus original shipping costs.

To initiate a standard return:

  1. Email support@pawpillar.com with your order number and reason for return
  2. We will provide return shipping instructions within 1 business day
  3. Customer is responsible for return shipping costs on change-of-mind returns
  4. Refunds are processed within 5 business days of receiving the returned item

Return shipping address: PAWPILLAR Hockessin, Delaware, United States (Full return address provided upon return authorization)

Non-Returnable Items

The following items are not eligible for return:

  • Items damaged by misuse, improper handling, or accidental damage
  • Items returned more than 30 days after delivery
  • Items without original packaging where packaging is required for safe return shipping
  • Consumable items that have been opened and used

Restocking Fees

PAWPILLAR does not charge restocking fees on any return.

Refund Processing

Approved refunds are issued to your original payment method within 5 business days of return receipt confirmation. Depending on your bank or card issuer, the refund may take an additional 3–5 business days to appear on your statement.

200% Authenticity Guarantee

Every product sold through PAWPILLAR is sourced directly from the manufacturer or an authorized distributor.

If you ever receive a counterfeit product through PAWPILLAR, we will issue a 200% refund — double your original purchase price — no questions asked.

Contact

PAWPILLAR Hockessin, Delaware, United States support@pawpillar.com