Refund policy
Refund & Returns Policy
At Paw and Frankie, we stand behind the quality of our gear. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.
The Important Note on Personalized Items
Because many of our products are custom laser-engraved specifically for your pet, these personalized items are non-returnable and non-refundable unless they arrive damaged or there is an error in the engraving made by our team. Please double-check all spelling and phone numbers before completing your order.
Eligibility for Non-Custom Items
To be eligible for a return on non-personalized items:
- The item must be in the same condition that you received it.
- It must be unworn or unused, with tags, and in its original packaging.
- You’ll need the receipt or proof of purchase.
How to Start a Return
To start a return, contact us at hello@pawandfrankie.com.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Damages and Issues
Please inspect your order upon arrival. Contact us immediately at hello@pawandfrankie.com if:
- The item is defective or damaged.
- You received the wrong item.
- The engraving does not match the details you provided at checkout.
We will evaluate the issue immediately and make it right.
Exceptions / Non-Returnable Items
Certain types of items cannot be returned, including:
- Custom Products: Any items that have been personalized, special-ordered, or custom-engraved.
- Sale Items & Gift Cards: Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the non-custom item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we’ve approved your return, please reach out to us at hello@pawandfrankie.com.