At PawsieBox, we want you and your cat to be happy with your purchase. If there is a problem with your order or you would like to request a return, please review the policy below.

  1. Return Eligibility

You may request a return within 30 days of the delivery date.

To be eligible for a return, the item must:

  • Be unused and unwashed
  • Be in its original condition
  • Be free from pet hair, stains, odors, scratches, bite marks, or other signs of use
  • Include all original parts and accessories
  • Be returned in its original packaging whenever possible

Because our products are made for pets, we cannot accept products that have been used by a pet or returned in an unsanitary condition.

PawsieBox reserves the right to refuse a return or issue a partial refund if the returned item does not meet these conditions.

  1. Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 7 days of delivery.

When submitting your request, please provide:

  • Your order number
  • The email address used to place the order
  • A clear description of the issue
  • Clear photos or videos of the product
  • Photos of the packaging and shipping label, when applicable

Our customer support team will review your request and provide an appropriate solution. Depending on the situation, we may offer a replacement, refund, or another suitable resolution.

Please do not dispose of the product or its packaging until your request has been reviewed.

  1. Non-Returnable Items

We are unable to accept returns for:

  • Products that have been used or washed
  • Products with pet hair, stains, odors, or signs of pet use
  • Products damaged by scratching, biting, chewing, or improper handling
  • Products with missing parts or accessories
  • Gift cards
  • Personalized or custom-made products, unless they arrive damaged or defective

Items that are damaged through normal use, pet behavior, misuse, or improper care are not considered product defects.

  1. How to Start a Return or Report an Issue

To request a return or report a problem with your order, please visit our Contact Us page and complete the contact form.

Please include your order number, the email address used to place the order, a brief description of the issue, and clear photos or videos when applicable.

Our customer support team will review your request and provide the next steps, including return instructions and the approved return address when necessary.

  1. Return Shipping

If you are returning an eligible item because you changed your mind, ordered the wrong product, or no longer want the item, you will be responsible for the return shipping costs.

Original shipping charges are non-refundable.

We recommend using a trackable shipping service and keeping your shipping receipt until your return has been completed. PawsieBox is not responsible for returned packages that are lost or damaged during transit.

If the return is related to a damaged, defective, or incorrect item, our team will provide the appropriate instructions after reviewing your request.

  1. Refunds

Once your returned item is received and inspected, we will notify you by email about the approval or rejection of your refund.

If approved, the refund will be issued to your original payment method within 5–10 business days.

Original shipping charges are non-refundable unless the refund is related to an error on our part.

Please note that your bank or payment provider may require additional processing time before the refund appears in your account.

If you have not received your refund after the expected processing period, please contact your bank or payment provider first. You may then contact us through our Contact Us page for further assistance.

  1. Exchanges

We currently do not offer direct exchanges for preference-related reasons, such as choosing a different color, size, style, or product.

If you would like a different item, please request a return for the eligible product and place a new order separately.

If your item arrived damaged, defective, or incorrect, please submit a request through our Contact Us page. After reviewing the issue, we may provide a replacement when appropriate.