Refund policy

We want you and your pet to be happy with every order. Here's how refunds work.

Damaged, defective or wrong item: If your item arrives broken, doesn't work, or isn't what you ordered, email us at support@loyalpaws.store within 30 days of delivery with your order number and a photo or short video of the problem. We'll send a free replacement or give you a full refund, your choice. You don't need to send the item back.

Order never arrived: If your order hasn't arrived within 6 weeks, or tracking shows it was lost, contact us and we'll reship it or refund you in full.

Change of mind: Because our products ship directly from partner warehouses, we can't accept returns for change of mind, wrong size ordered, or items that work as described.

Cancellations: You can cancel for a full refund any time before your order ships. Email us as soon as possible; once it has shipped, it can't be cancelled.

Refund timing: Approved refunds go back to your original payment method, usually within 5 to 10 business days depending on your bank.

Questions? Email support@loyalpaws.store and we'll get back to you within 1 to 2 business days.