Refund policy
At Hoppy Pawz, customer satisfaction is important to us. Because many of our products are fulfilled through third-party warehouse and logistics partners, please review our policy carefully before making a purchase.
Returns
We accept return requests within 30 days of delivery for eligible items.
To qualify for a return:
- The item must be unused, unworn, and in its original condition.
- The item must be in its original packaging.
- Proof of purchase is required.
- Return authorization must be obtained from Hoppy Pawz before returning any item.
Returns sent without prior authorization may be refused.
Customers are responsible for return shipping costs unless the item received was defective, damaged, or incorrect.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery at:
📧 hoppypawz@gmail.com
Please include:
- Order number
- Description of the issue
- Clear photographs of the product and packaging
We may offer a replacement, store credit, partial refund, or full refund at our sole discretion based on the circumstances of the claim.
Non-Returnable Items
The following items are not eligible for return or refund:
- Personalized or custom-made products
- Gift cards
- Clearance or final sale items
- Opened or used pet hygiene products
- Pet food, treats, supplements, or consumable products
- Products damaged through misuse, abuse, normal wear and tear, improper storage, or accidents
Order Cancellations
Orders may be canceled within 12 hours of purchase.
Once an order has entered processing, fulfillment, or shipment status, it can no longer be canceled.
Shipping Delays
Delivery dates provided on our website are estimates only and are not guaranteed.
Hoppy Pawz is not responsible for delays caused by:
- Carriers or shipping companies
- Customs inspections
- Weather events
- Natural disasters
- Labor disruptions
- Supply chain interruptions
- Incorrect shipping information provided by the customer
Such delays do not automatically qualify an order for cancellation, refund, or chargeback.
Lost Packages
If tracking indicates that a package was delivered to the address provided during checkout, Hoppy Pawz is not responsible for packages lost, stolen, misplaced, or inaccessible after delivery.
Customers should contact the shipping carrier directly regarding delivery disputes.
Refunds
Approved refunds will be issued to the original payment method.
Refund processing times typically range from 5–10 business days after approval.
Shipping charges, insurance fees, customs duties, taxes, and other service-related charges are non-refundable unless required by law.
Restocking Fee
To help cover inspection, processing, handling, payment processing fees, and return administration costs, approved returns may be subject to a 10% restocking fee based on the original purchase price of the returned item.
The restocking fee will be deducted from the total refund amount.
The 10% restocking fee does not apply if:
- The item received was damaged upon arrival;
- The item received was defective;
- The wrong item was shipped by Hoppy Pawz or its fulfillment partners; or
- A return is required by applicable law.
By placing an order, you acknowledge and agree to these return and refund conditions.
Limitation of Liability
To the maximum extent permitted by applicable law, Hoppy Pawz shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from the use of our products, website, or services.
Our total liability for any claim related to a purchase shall not exceed the amount paid for the product giving rise to the claim.
Contact Us
For questions regarding returns or refunds, please contact:
📧 hoppypawz@gmail.com
Hoppy Pawz reserves the right to update or modify this policy at any time without prior notice.