Every Paws of Us product is handmade with care. Each piece is limited edition, created in small batches, and often personalized, so our exchange and replacement process is built to be clear and helpful.
Personalized Items
Personalized items are final sale. We are unable to offer exchanges or replacements for pieces customized with your pet’s name, initials, nickname, a short saying, or any other personalization made just for your pet. Replacements are only offered when a personalization error was made by Paws of Us. Personalization entered incorrectly at checkout is not eligible for replacement. Replacements are only provided when the finished item does not match the details entered at checkout.
Sizing
Please review our Sizing Guides before placing your order to ensure the item you choose will fit your pet comfortably. We are unable to offer exchanges for items that do not fit.
Defective or Incorrect Items
We want every order to arrive just right. If you received a defective item or a personalization error, email hello@pawsofus.com within 5 business days of delivery. Delivery date is based on the carrier’s tracking information. Include your order number and a clear photo of the issue. Claims without a clear photo cannot be reviewed. Our team will review your message and confirm a replacement if the issue qualifies under our policy. Only unused products are eligible for replacement, meaning unworn, unwashed, and in original condition. Replacement covers manufacturing defects only and does not include wear or damage that occurs after use. Refunds are not offered for these cases. We will cover all costs for the replacement of the item.
Refunds
We do not offer refunds, but we will always do our best to make things right through an exchange or replacement when possible.
How to Start an Exchange
Email hello@pawsofus.com with your order number, the reason for the exchange, and a clear photo of the item. Our team will reply with simple next steps to help you quickly.
