Refund policy

Urban Paw Pets Return & Refund Policy

At Urban Paw Pets, we want you and your pets to be completely happy with your purchase. If for any reason you are not satisfied, we offer a 30-day return policy from the date you receive your order.

Eligibility for Returns

To qualify for a return:

  • Items must be in the same condition you received them — unused, unworn, with original tags, and in the original packaging.
  • A receipt or proof of purchase is required.

To start a return, please contact us at info@urbanpawpets.com. If your return is approved, we’ll provide a prepaid return shipping label and instructions.

⚠️ Items sent back without prior approval will not be accepted.

You can always reach out to us with any return questions at info@urbanpawpets.com.

Damages & Incorrect Items

Please inspect your order upon delivery. If an item is defective, damaged, or incorrect, contact us immediately so we can evaluate the issue and make it right.

Return Exceptions

For the health, safety, and quality of our products, certain items are final sale and cannot be returned:

  • Consumable Products – Treats, supplements, and opened or partially used food.
  • Note: Some food brands do accept returns of unopened bags within a set timeframe, while others do not. We follow each manufacturer’s policy. If you’re unsure, our team will gladly confirm eligibility for your specific purchase.
  • Personal Care & Grooming Items – Shampoos, sprays, and other hygiene-related products.
  • Custom or Special-Order Items – Personalized products (e.g., engraved tags, made-to-order items).
  • Sale Merchandise & Gift Cards – Discounted, clearance items, and gift cards are final sale.
  • Hazardous Materials – Items such as aerosol sprays, flammable liquids, or certain flea/tick treatments due to safety regulations.

Exchanges

The quickest way to get the item you want is to return the original item (if eligible) and place a new order once your return is approved.

Refunds

Once we receive and inspect your return, we’ll notify you of approval. If approved:

  • A refund will be issued to your original payment method within 10 business days.
  • Please note, your bank or credit card company may take additional time to process the refund.

If it’s been more than 15 business days since your refund was approved, please contact us at info@urbanpawpets.com.