Refund and Returns
REFUND & RETURN POLICY
Last updated: August 13, 2026
We want you to love your Paws and the Pack order.
Because most of our products are made to order especially for each customer, our return process is different from that of a traditional retail store carrying pre-made inventory.
Please read the policy below before placing your order.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive an item that is:
damaged;
defective;
misprinted;
the wrong product;
the wrong size or color compared with what you ordered;
materially different from your order;
please contact us within 30 days of delivery.
Include:
your order number;
a short description of the issue;
clear photographs showing the problem.
Once we review the issue, we may offer, as appropriate:
a replacement;
a reprint;
a partial refund;
a full refund.
There is normally no need to return a defective or misprinted product unless we specifically ask you to do so.
WRONG SIZE ORDERED
Please review the size guide carefully before ordering.
Because products are made to order, we generally cannot provide free replacements or refunds when the correct item was produced but the customer selected the wrong size.
This applies to both:
human apparel;
pet apparel.
If you are unsure which size to choose, please check the measurements provided on the product page before ordering.
PET APPAREL SIZING
Dog sizing can vary significantly based on breed, body shape, chest size, weight, and coat.
The dog's weight alone should not be used as the only sizing measurement.
Please review the product size chart carefully before ordering.
If the product received matches the size ordered, but does not fit your pet because an incorrect size was selected, this is not considered a manufacturing defect.
CHANGE OF MIND RETURNS
Because most Paws and the Pack products are produced specifically after an order is placed, we generally do not accept returns or exchanges solely because a customer changes their mind.
This includes situations such as:
deciding you no longer want the product;
ordering the wrong size;
ordering the wrong color;
preferring a different design after receiving the order.
However, we encourage you to contact us if there is a problem. We will always review genuine customer-service issues individually.
ORDER CANCELLATIONS
If you wish to cancel an order, contact us as soon as possible after placing it.
Because production may begin quickly, we cannot guarantee that an order can be canceled once production has started.
If the order has not entered production, we may be able to cancel it and issue a refund.
Once production has begun, cancellation may no longer be possible.
ORDER CHANGES
If you need to change:
size;
color;
shipping address;
product;
design;
contact us immediately.
We will try to help if production has not yet started.
Once an order has entered production, changes may no longer be possible.
COLOR AND PRINT VARIATIONS
Colors may look slightly different on a physical garment compared with how they appear on a computer, tablet, or phone.
Minor variations may result from:
display settings;
fabric color;
printing technique;
garment texture;
production batches.
Small differences in print positioning or color are normal characteristics of individually produced apparel and are not normally considered defects.
REFUNDS
Approved refunds will normally be issued to the original payment method.
After we process a refund, your bank or payment provider may require additional time to post the funds to your account.
Processing times vary by financial institution.
Shipping charges may or may not be refundable depending on the circumstances of the claim.
LOST ORDERS
If an order is confirmed as lost during shipping, please contact us.
Once the loss has been verified, we may provide:
a replacement; or
a refund,
depending on the circumstances.
UNCLAIMED OR RETURNED PACKAGES
If an order is returned because:
the address provided was incorrect;
the address was incomplete;
delivery was refused;
the package was not claimed;
we may offer reshipment where possible.
Additional shipping charges may apply.
REFUNDS FOR SHIPPING DELAYS
Shipping estimates are not guaranteed delivery dates.
Normal carrier delays do not automatically qualify an order for a refund.
However, if we cannot ship your order within the timeframe promised, we will follow applicable U.S. requirements regarding delay notifications, cancellations, and refunds.
FRAUDULENT CLAIMS
We reserve the right to refuse refund or replacement requests where we reasonably believe a claim is fraudulent, abusive, or intentionally misleading.
This does not affect legitimate consumer rights.
YOUR LEGAL RIGHTS
Nothing in this policy limits any rights or remedies that cannot legally be excluded under applicable U.S. federal or state law.
HOW TO REQUEST HELP
If there is a problem with your order, please contact us at:
Paws and the Pack
Operated by Lardis Digital Ltd
Email: hello@pawsandthepack.com
Please include your:
order number;
name;
description of the issue;
photographs where relevant.
We aim to resolve genuine order problems fairly and as quickly as possible.