Refund policy
REFUND & RETURN POLICY
We want you and your pet to love every product from CoolPaw Co. If something isn't right, we will make it right — fast.
30-Day Happiness Guarantee
You have 30 days from the date of delivery to request a refund. After 30 days, we are unable to offer a refund or exchange.
How Our Refund Process Works
We make returns simple. In most cases, you do not need to send anything back. Here is how it works:
- Email us at shopcoolpaw@gmail.com with your order number, the reason for your refund request, and a photo of the product
- We will review your request within 1–2 business days
- Once approved, we will process a 50% refund to your original payment method within 5–7 business days
That's it. No packaging. No post office. No hassle.
Refund Amount
All approved refund requests receive a 50% refund of the original purchase price. This applies to all products including bundles.
To be eligible for a refund:
- Your request must be submitted within 30 days of delivery
- You must provide a photo of the product showing the issue
- The item must not have been intentionally damaged or destroyed
Damaged or Defective Items
If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with a photo. We will send a full replacement at no cost to you — no refund deduction, no return required.
Non-Refundable Situations
- Requests submitted after 30 days of delivery
- Items intentionally damaged or destroyed by the customer
- Change of mind after 30 days
Late or Missing Refunds
If you have not received your refund after 7 business days, please check with your bank first. If the issue persists, contact us at shopcoolpaw@gmail.com and we will resolve it immediately.
Contact Us
📧 shopcoolpaw@gmail.com
We respond to all emails within 24 hours, Monday to Friday.
Last updated: June 2026