Refund policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@trailpawsshop.com with your order number and reason for return. Once your return request is reviewed and accepted, we'll provide you with full instructions on how to proceed, including the correct return address for your specific order (this may vary depending on the item). Please do not send items back to us before receiving these instructions, as returns sent without prior approval may not be accepted or may be delayed.

Damages and issues Please inspect your order upon reception and contact us within 48 hours if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right — typically with a replacement or refund, often without requiring the item to be shipped back.

Exceptions / non-returnable items Certain types of items cannot be returned, including personal care or hygiene-related products (such as grooming tools that contact skin or fur directly, where hygiene standards prevent resale), and any item marked as final sale at checkout. Please get in touch if you have questions about whether your specific item is eligible.

We do not accept returns on sale items or gift cards.

Exchanges The fastest way to ensure you get what you want is to request a return for the item you have, and once that return is approved, place a new order for the item you'd like instead.

Refunds Once your return is received and inspected (or once a refund is approved without return, where applicable), we'll notify you of the approval status. If approved, you'll be automatically refunded on your original payment method within 10 business days of approval. Please note it can take additional time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your refund was approved and you haven't received it, please contact us at info@trailpawsshop.com.

Shipping times Please note that due to our fulfillment process, delivery times may range from 7-15 business days / 2-3 weeks. We'll do our best to keep you updated on your order status via email.