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REFUND & RETURN POLICY

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We have 30 days buyer’s protection with money back guarantee!

Buy with confidence. Not happy with your purchase? Return it to us under our 100% money back policy within 30 days of purchase. Simply follow the return instructions below.

Our return policy lasts 30 days. If 30 days have passed since your purchase, we won’t be able to offer you a refund or exchange.

How long does shipping take?

As we ship worldwide, please allow between 5-30 business days for your order to arrive. However, because of the current difficult situation regarding COVID-19, we expect delays in our delivery processes and cannot guarantee any specific delivery dates at the moment and this is unfortunately out of our control. 

Please read our COVID-19 Update here.

Received a defective item or your order got damaged in transit?

 No worries! We’ve got you. Please contact us at service@aipaws.com within 2 days of receiving the product.

Want to change or cancel your order? 

We can cancel an order that has not been processed yet. In order to cancel your order, we must hear from you at the latest by 11.59 PM UTC on the day of ordering. Otherwise, your order will be processed and shipped out according to our terms. Please note that any orders that have already been packed or shipped cannot be cancelled. Contact us at service@aipaws.com.

Order lost in transit? 

In some rare cases, your order can take longer to arrive. Although this is due to shipping conditions we do not directly control, please email us at service@aipaws.com to review the status of your order. If more than 60 business days have passed and your parcel cannot be recovered after investigation, a full refund will be offered at our discretion.

Note:

Some of your Items may arrive in multiple packages.

This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries

Please carefully inspect your shipments as soon as you receive them. We will only offer refunds, replacements or exchanges for defective or damaged products when requested within 2 days of your receipt of the product. We do not offer refunds, replacements or exchanges beyond this point.

If you are not 100% satisfied with your purchase, you can return your order for a full refund (Returns must be in the state you received them, and in the original packaging).

Please note that our return policy does not include pet apparel, which are final sale due to hygienic reasons. Also, any edible pet treat is not refundable or eligible for store credit if your pet does not like it. 

Damaged or Defective Items

Received a damaged item? We’ve got you covered and will send out a new one free of charge if necessary. Please email us at service@aipaws.com with a photo or a short video of the defective item.

Any damaged or defective items must be reported to us within 2 days of your package delivery date. 

Items are not eligible for a refund due to size or measurement issues, if the shipped item is the same variant/size as you ordered.

Returns

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You will be responsible for paying for your own shipping costs for returning your item.

Please do not send your purchase back to the manufacturer.

How to request returns? Get in contact at service@aipaws.com and your return will be investigated. If the goods are faulty or damaged, we may offer either a new item (exchange) or full refund.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. If your return is approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment, within a certain amount of days.