Our Promise: If you're not 100% satisfied within 30 days of receiving your order, contact us and we'll issue a full refund or send a replacement — your choice.
📅 Return Window
You have 30 days from the date you receive your order to request a return or exchange. After 30 days, we're unable to offer refunds on standard orders, but please reach out anyway — we still want to help.
✅ What's Eligible for Return
- Items that arrived damaged or defective
- Items that don't match their description
- Items you simply changed your mind about (within 30 days, unused condition)
- Orders that never arrived (see Lost Package policy below)
🚫 Non-Returnable Items
- Items that have been used and show clear signs of wear beyond normal inspection
- Items returned more than 30 days after delivery
We sell food-safe pet products, so we can't accept returns of heavily used items for hygiene reasons. If there's a quality issue, that's different — contact us and we'll take care of you.
🔄 How to Return — 3 Easy Steps
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1
Email us at
hello@chillpaws.com with your order number and a brief description of the issue. Photos help if there's damage.
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2
We'll respond within 1–2 business days with return instructions. For defective or damaged items, we'll cover return shipping. For "changed my mind" returns, the customer covers return postage.
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3
Refund issued within 5–7 business days of us receiving the returned item. Refunds go back to your original payment method. You'll get an email confirmation once processed.
💳 Refund Details
Refunds are issued to the original payment method used at checkout. Processing time varies by bank, but typically:
- Credit/debit cards: 3–5 business days to appear
- PayPal: 1–3 business days
If you haven't received your refund after 10 business days, please check with your bank first, then reach out to us and we'll investigate.
📦 Damaged or Defective Items
If your product arrived damaged or has a manufacturing defect, we make it simple: no return required. Just email us with a photo and we'll send a replacement or issue a full refund immediately. We cover all costs.
We stand behind the quality of our products. Silicone should not crack, tear, or lose its shape under normal use. If it does, that's on us.