Refund policy
Last updated: July 2, 2026
At PawNest Co. LLC, we want you to be happy with your purchase. If you are not satisfied with your order, please review our return and refund policy below.
Return Eligibility
We accept returns within 30 days of delivery for most items.
To be eligible for a return, your item must be:
- Unused
- In the same condition that you received it
- In its original packaging, if possible
- Returned with proof of purchase or order information
Items that show signs of use, damage caused by the customer, missing parts, or altered packaging may not be eligible for a refund.
Non-Returnable Items
The following items cannot be returned unless they arrive damaged, defective, or incorrect:
- Gift cards
- Downloadable or digital products
- Personalized or custom-made items
- Final sale or clearance items
- Opened grooming, hygiene, or health-related pet products
- Used pet beds, blankets, toys, bowls, or accessories
Return Process
To request a return, please contact us at:
Please include:
- Your order number
- The item you would like to return
- The reason for the return
- Photos, if the item is damaged, defective, or incorrect
Once your return request is reviewed, we will provide return instructions. Please do not send items back without contacting us first.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund has been approved.
If approved, your refund will be processed to the original payment method within 5–7 business days. Please note that your bank or payment provider may take an additional 2–5 business days to post the refund to your account.
Original shipping charges are non-refundable unless the return is due to our error, a defective item, or an incorrect item.
Exchanges
We do not currently offer direct exchanges.
If you need a different item, size, color, or variation, please return the original item for a refund and place a new order.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible at:
Please include your order number and clear photos of the item and packaging.
If the issue is approved, we will provide a replacement, refund, or prepaid return label when necessary.
Return Shipping Costs
Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.
If the return is due to our error, we will provide return instructions and, when applicable, a prepaid return label.
Contact Information
For questions about returns or refunds, please contact us:
PawNest Co. LLC
46 Shopping Plaza
Unit #5039
Chagrin Falls, OH 44022
United States
Email: support@shoppawnestpets.com
Website: shoppawnestpets.com