Refund policy
14-Day Return Policy
At UrbanePaw, we want you and your furry friend to love every purchase. If you're not completely satisfied, you may return your item within 14 days of receiving your order.
Eligibility for Returns
To qualify for a return:
- Items must be unused, clean, and in original condition
- Products must be returned in the original packaging
- Proof of purchase or order number is required
- Return request must be submitted within 14 days of delivery
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned:
- Used pet products
- Opened food or treats
- Personalized or custom-made items
- Final sale items
Damaged or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with photos of the product and packaging.
We will gladly offer:
- A replacement
- Store credit
- Or a full refund if applicable
Refund Process
Once your return is received and inspected, we will notify you about the approval of your refund.
Approved refunds are issued to the original payment method within 5–10 business days.
Please note:
- Shipping fees are non-refundable
- Return shipping costs are the responsibility of the customer unless the item arrived damaged or incorrect
Exchanges
We currently replace items only if they are defective, damaged, or the wrong product was received.
How to Start a Return
To request a return, please contact our support team with:
- Your order number
- Reason for return
- Photos if applicable
Email: info@urbanepaw.com
Late or Missing Refunds
If you haven’t received your refund yet:
- Check your bank account again
- Contact your credit card provider
- Contact your bank, as processing times may vary
If you still need help, please contact us at info@urbanepaw.com