At PawpyShop, we strive to provide the best possible shopping experience for our customers. Please review the following Refund, Resend, and Return Policy carefully before making a purchase.

General Policy

We offer support for refunds, replacements, reshipments, and returns under specific circumstances outlined below. All requests must be submitted through our customer support team at:

Email: support@pawpyshop.co

To help us resolve your issue quickly, please include:

• Photos or videos clearly showing the issue or damaged product
• Screenshot of your order confirmation or complaint
• Your order number and contact details

Please note that returned items must only be sent after receiving approval and instructions from our support team.

1. Delayed Orders

Orders may occasionally experience shipping delays due to customs, carrier delays, weather conditions, or other external factors.

An order may be considered delayed if:

• Tracking has not updated for an extended period
• The package remains in transit significantly longer than estimated delivery timelines

Estimated dispute eligibility:

• USA orders: after 45 days from shipment
• Brazil orders: after 110 days from shipment
• Certain international shipping lines: after 100 days from shipment

Please note:

• Packages may sometimes be held at local post offices due to insufficient address information or failed delivery attempts.
• Customers may need to contact their local postal carrier directly for pickup or redelivery.
• In some cases, tracking may show “Delivered” while the customer has not yet received the package. Investigation with shipping carriers may take additional time.

2. Orders Marked as Delivered but Not Received

We may not be able to issue refunds or replacements when tracking information confirms delivery.

However, we may review claims if:

• A non-delivery certificate from the local post office is provided
• Official documentation or proof is submitted

Common delivery issues include:

• Incorrect or incomplete address
• Unclaimed packages
• Customs clearance issues
• Refused delivery
• No safe delivery location available

Customers are responsible for ensuring that shipping information is accurate at checkout.

3. Damaged Products

If your item arrives damaged, please contact us immediately with photos or videos of the damaged product and packaging.

We may offer:

• Full refund
• Replacement product
• Partial refund (for minor damage)

Examples of non-refundable minor issues may include:

• Slight wrinkles
• Minor cosmetic scratches
• Damaged outer packaging caused during shipping

For electronic or functional products, damage claims must generally be submitted within 30 days of delivery.

4. Incorrect or Missing Products

If you receive the wrong item, incorrect size/color, or missing accessories/parts, please contact us with supporting photos.

Depending on the issue, we may offer:

• Full refund
• Replacement item
• Partial refund
• Reshipment of missing accessories or parts

For sizing disputes, we may request measurement photos for verification.

5. Order Cancellations

Orders may be canceled before processing and shipment.

Please note:

• Customized or personalized products cannot be canceled once processing has begun.
• Orders already processed or shipped cannot be canceled.

6. Returns

We have a 30-day return policy, meaning you have 30 days after receiving your item to request a return.

To be eligible for a return:

• The item must be unused and in original condition
• Tags and original packaging must be included
• Proof of purchase is required

Please note:

• Customers may be responsible for return shipping costs
• International returns may take significant time to arrive
• We strongly recommend contacting us before returning any product

Items sent back without prior approval will not be accepted.

7. Non-Returnable Items

The following items are generally non-returnable:

• Personalized or custom products
• Gift cards
• Sale items
• Perishable goods
• Hygiene or personal care products
• Hazardous materials or flammable goods

8. European Union 14-Day Cooling-Off Period

If your order is shipped to the European Union, you may cancel or return your order within 14 days for any reason and without justification.

Returned items must remain:

• Unused
• In original packaging
• Accompanied by proof of purchase

9. Refunds

Once your return or claim has been received and inspected, we will notify you regarding approval status.

If approved:

• Refunds will be issued to the original payment method
• Processing time may take up to 10 business days
• Banking institutions may require additional processing time

If more than 15 business days have passed since approval, please contact us at pawpyshopco@gmail.com.

10. Force Majeure

PawpyShop is not responsible for delays, losses, or damages caused by circumstances beyond our control, including but not limited to:

• Natural disasters
• Severe weather
• Pandemics
• Customs delays
• Wars
• Carrier disruptions
• Government actions
• Strikes

11. Unacceptable Refund or Return Requests

We may decline refund or return requests in situations including but not limited to:

• Customer changed their mind
• Incorrect item selected by customer
• Incorrect shipping address provided
• Minor product differences already disclosed
• Delivery issues caused by customer unavailability
• Claims without sufficient proof

Contact Us

If you have any questions regarding this policy, please contact:

Email: support@pawpyshop.co