Shipping policy
Shipping & Return Policy
Last updated: May 2026
SHIPPING POLICY
Processing Time
All orders are processed within 1–3 business days after payment confirmation. Orders placed on weekends or public holidays will be processed on the next business day. You will receive a confirmation email with your tracking number once your order has shipped.
Shipping Destinations
We currently ship to the contiguous United States and Hawaii. We do not ship to Alaska, P.O. Boxes, APO/FPO addresses, or US territories at this time.
Estimated Delivery Times
| Shipping Method | Estimated Delivery |
|---|---|
| Standard Shipping | 7–15 business days |
| Expedited Shipping (where available) | 5–8 business days |
Delivery times are estimates only and are not guaranteed. Delays may occur due to customs processing, carrier delays, or circumstances beyond our control.
Shipping Costs
- Standard Shipping: Free on all orders — no minimum required
- Shipping costs are non-refundable unless the return is due to our error.
Order Tracking
Once your order ships, you will receive an email with a tracking number. Please allow 2–5 business days for tracking information to update in the carrier's system. If you have not received tracking information within 5 business days of your order, please contact us at support@pastelpaw.store.
Lost or Stolen Packages
We are not responsible for packages that are lost or stolen after confirmed delivery by the carrier. If your tracking shows "delivered" but you have not received your package, please contact your local post office and file a claim with the carrier directly.
RETURN & REFUND POLICY
30-Day Return Window
We offer a 30-day return policy. You have 30 days from the date you receive your item to request a return. After 30 days, we are unable to accept returns or offer refunds.
Eligibility for Returns
To be eligible for a return, your item must meet all of the following conditions:
- Item is in its original, unused condition
- Item is in its original packaging
- Item has not been washed, altered, or damaged by the customer
- You have proof of purchase (order confirmation email or order number)
The following items are not eligible for return:
- Items marked as Final Sale
- Perishable goods or consumable products (food, treats)
- Items that have been used or show signs of wear
- Hygiene-related products once opened (brushes, grooming tools used on pets)
- Gift cards
How to Start a Return
To initiate a return, please contact us at support@pastelpaw.store with:
- Your order number
- The item(s) you wish to return
- The reason for the return
- Photos of the item if it is damaged or defective
Do not send items back without prior authorization. Returns sent without approval will not be accepted and will not be refunded.
Once your return request is approved, we will send you a Return Merchandise Authorization (RMA) number and return instructions. Return shipping costs are the responsibility of the customer unless the return is due to a defective or incorrect item.
Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund within 5 business days.
If approved, your refund will be processed to your original payment method within 7–10 business days. Please note that your bank or credit card company may require additional time to process and post the refund.
We reserve the right to deduct the original shipping cost from the refund amount if the return is not due to our error.
Partial Refunds
Partial refunds may be granted in the following situations:
- Item is returned in a condition that is not original (minor use, missing accessories)
- Item is returned after 30 days but within 45 days, at our sole discretion
Damaged or Defective Items
If your item arrives damaged or defective, please contact us within 48 hours of delivery at support@pastelpaw.store with:
- Your order number
- A clear photo of the damaged or defective item
- A photo of the packaging
We will offer a full refund or free replacement at no additional cost to you. We may not require you to return the damaged item.
Wrong Item Received
If you received the wrong item, please contact us within 7 days of delivery. We will send the correct item at no extra cost and arrange return of the incorrect item at our expense.
Exchanges
We do not offer direct exchanges at this time. If you would like a different item, please return the original item for a refund and place a new order.
Cancellations
Orders can be cancelled within 24 hours of purchase for a full refund. After 24 hours, your order may already be in processing or shipped and cannot be cancelled. If your order has already shipped, you will need to follow the return process above.
IMPORTANT DISCLAIMERS
- All delivery time estimates are provided in good faith but are not guaranteed. We are not liable for delays caused by shipping carriers, customs, weather events, or other circumstances outside our control.
- We are not responsible for incorrect shipping addresses provided by the customer. If a package is returned to us due to an incorrect address, the customer will be responsible for re-shipping costs.
- By placing an order with us, you agree to the terms of this Shipping & Return Policy.
- This policy is subject to change at any time without prior notice. The most current version will always be available on this page.
CONTACT US
For any questions regarding your order, shipping, or returns, please reach out to our support team:
📧 Email: support@pastelpaw.store ⏰ Response time: Within 24–48 business hours
We are committed to making sure you and your pet are 100% happy with every purchase.