Return and Refund Policy

At Pawsy & Riva, your happiness—and your pet’s tail-wagging satisfaction—is at the heart of everything we do. We carefully select and quality-check every item, but we know that sometimes things don’t go perfectly. If there's a hiccup with your order, we’re here to take care of you.

1. Damaged or Incorrect Items 

If your order arrives with a "ruff" start (damaged in transit) or if the wrong item reached your doorstep, we want to fix it immediately!

  • What to do: Please email our team within 7 days of delivery.

  • Details: Include your order number and a quick photo of the damage or the incorrect item.

2. If Your Order is Missing

We know you’re excited to treat your furry friend! While most orders arrive right on time, shipping can sometimes be unpredictable.

  • Missing Packages: If your tracking says "Delivered" but you can’t find it, please check with your neighbors or your local post office.

  • Extended Delays: If your package has not arrived within 45 days of being shipped, please reach out. We will consider the package lost and provide a full refund or a fresh replacement.

3. Change of Mind Returns

We want you to be 100% confident in your purchase. If you decide a product isn't quite right for your home:

  • Timeline: Contact us within 7 days of delivery to start a return.

  • Condition: Items must be in their original packaging, unused, and free of any pet hair or wear to be eligible.

  • Shipping: As a small business, we ask that you cover the return shipping costs to our warehouse. Once we receive and inspect your return, we will refund the full price of the item to your original payment method.

4. Order Cancellations

Our team at Pawsy & Riva works fast to get your order moving!

  • Once an order has been processed by our warehouse, we are unable to cancel it, but you can always follow our return process once it arrives.

5. We’re Here for You

At the end of the day, we are pet parents just like you. If you have a concern, a question, or just need help, please send us a message. We promise to be responsible, kind, and fair in finding a solution that makes both you and your pet happy.

With love,