Refund policy

Shipping Availability

Available shipping destinations and methods are shown at checkout. Some products, suppliers, or carriers may have location restrictions. We currently require a valid physical street address for items that cannot be delivered to a P.O. box. If a P.O. box is accepted for a particular order, the available method will be shown at checkout.

Processing and Delivery Estimates

Most orders are prepared for shipment within 1-3 business days, but processing time may vary by product, supplier, order volume, and season. Standard delivery generally takes 5-7 business days after dispatch. Product pages, checkout, or the order confirmation may provide a different estimate; the product-specific estimate controls.

Delivery dates are estimates unless expressly identified as guaranteed. Business days exclude weekends and U.S. federal holidays. Expedited shipping is available only when displayed at checkout and may not be available for every product or destination.

Drop-Shipped and Split Shipments

Some products are fulfilled and shipped directly by third-party suppliers. Items in one order may arrive in separate packages, on different dates, and with separate tracking numbers. You will not be charged additional shipping solely because we split an order, unless that charge was disclosed at checkout.

Shipping Charges and Free Shipping

Shipping charges and any free-shipping eligibility are calculated and displayed at checkout. Free standard shipping may be offered when an order meets the current qualifying threshold after discounts and before taxes, unless otherwise stated. Oversize, remote-area, or expedited charges may be excluded from free-shipping offers when disclosed at checkout.

Order Tracking

When tracking is available, we will send a shipping confirmation with a tracking link or number. Tracking may take up to 48 hours to update after a carrier receives the package.

Address Accuracy and Changes

You are responsible for providing a complete and accurate delivery address. Contact us immediately if an address needs correction. We cannot guarantee changes after an order enters fulfillment. Additional shipping or return-to-sender costs caused by an incorrect or incomplete address may be deducted from a refund or charged before reshipment, except where the error was ours.

Delays and Backorders

Carrier delays, weather, supplier interruptions, and other events may affect delivery. If we learn that an order cannot ship within a promised timeframe, we will notify you and provide the option to consent to the delay, select an available alternative, or cancel the affected unshipped item for a refund, as required by applicable law.

Lost, Undelivered, or Delivered-but-Missing Packages

If tracking has not updated for an unusual period, shows an exception, or shows delivery but the package cannot be located, contact us at hello@pawsandsteady.com within 7 days after the expected or recorded delivery date. Before contacting us about a delivered package, please check the delivery location, household members, neighbors, building staff, and carrier notices.

We will review the order, work with the carrier or supplier, and determine an appropriate resolution. A replacement or refund may require confirmation through the carrier’s claim process. We may ask you to complete a written statement or cooperate with a carrier investigation. This process does not limit rights available under applicable law.

Damaged, Defective, or Incorrect Items

Contact us within 7 days after delivery if an item arrives damaged, defective, incomplete, or different from what you ordered. Include the order number, a description of the issue, and clear photos of the product, packaging, shipping label, and damage when reasonably possible. Keep the item and packaging until we provide instructions.

For an eligible claim, we will provide an appropriate replacement, refund, repair, or other remedy. You will not be responsible for authorized return shipping when the item was damaged, defective, or sent in error.

Return Eligibility

You may request a return of an eligible item within 30 days after delivery. Unless the item is damaged, defective, or incorrect, it must be unused, unworn, unwashed, free of hair, odor, stains, or damage, and returned with original packaging, tags, manuals, accessories, and components.

The following are not eligible for return unless defective or required by law:

• Opened or used hygiene products, including diapers, belly bands, potty products, grooming items, feeding items, and similar products that contact an animal’s body, food, waste, or bodily fluids.

• Gift cards, digital downloads, assessments, guides, or other non-returnable digital products.

• Final-sale, clearance, personalized, customized, or made-to-order items when identified as such before purchase.

• Items damaged through misuse, improper sizing, incorrect installation, failure to follow instructions, normal wear, chewing, or use inconsistent with the product’s intended purpose.

• Individual components from a bundle or kit. Bundles and kits must be returned complete unless we authorize otherwise.

How to Start a Return

Email pawsandsteady@gmail.com or use the Contact page and provide your order number, item, and reason for return. Wait for return authorization and instructions before sending anything. Because some products are fulfilled by different suppliers, the correct return address may differ by item. Do not send returns to our contact address unless we specifically instruct you to do so.

Unauthorized returns, refused packages, and items sent to an incorrect address may be delayed, refused, or subject to unrecoverable carrier costs.

Return Shipping

For an approved return based on preference, fit, or change of mind, the customer is responsible for return shipping. Use a trackable method and retain proof of shipment. We are not responsible for a return lost before it reaches the authorized return location. There is no restocking fee unless a product-specific fee was clearly disclosed before purchase.

Refunds

After an authorized return is received and inspected, we will notify you whether the refund is approved. Approved refunds are issued to the original payment method, generally within 5-7 business days after inspection. Your bank or card issuer may require additional time to post the credit.

Original shipping, expedited shipping, and return shipping are not refundable unless the return is due to our error, the product is defective, or applicable law requires otherwise. If only part of an order is returned, any original free-shipping eligibility may be recalculated only where permitted and clearly disclosed.

Exchanges

Exchange availability depends on inventory and supplier capabilities. We may process an exchange as a return and a separate replacement order. The original item must satisfy the return requirements. For preference- or size-based exchanges, the customer is responsible for authorized return shipping and any price difference. We cover shipping when the exchange is required because we sent an incorrect or defective item.

Order Cancellations

Contact us as soon as possible to request cancellation. We cannot guarantee cancellation after an order enters fulfillment or is transmitted to a supplier. If the order has already shipped, the return policy applies.