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Refund policy

Refund Policy

Introduction

We want you to feel confident shopping with PAWTRK.
If something isn’t quite right, we’re here to help.

You may request a return within 14 calendar days of delivery, provided the item meets the eligibility requirements below.

Return Timeline

  • Return requests must be submitted within 14 calendar days of delivery.

  • Once approved, items must be shipped back within 7 calendar days.

  • Returns shipped outside of this timeframe may be declined.

Eligibility

To qualify for a return or exchange:

  • Requests must be submitted within 14 calendar days of delivery

  • Items must be in original condition

  • Original packaging, tags, and labels must be attached

  • Proof of purchase is required

  • Items must be clean and free of hair, dirt, or odor

  • Items may be tried on indoors only

  • No outdoor use beyond try-on

  • No signs of washing or wear

The following items are not eligible for return:

  • Hygiene-restricted items

  • Products tagged as food or final-sale

  • Items from the Trail Nutrition, Made with RuffBar, and BACKCOUNTRY DAILY collections

PAWTRK reserves the right to decline returns that do not meet these conditions.

How to Start a Return

Visit our return portal:
👉 https://pawtrk.com/apps/redo/returns-portal/login

  1. Select the item(s) you wish to return

  2. Choose your return reason

  3. Upload clear photos of the item

  4. Follow portal instructions for return shipping

All returns must be shipped to:

Return Shipping & Coverage

Checkout+ Return Coverage

At checkout, customers may choose to add Checkout+ Return Coverage.

If you purchased return coverage:

  • Return shipping is covered for eligible exchanges and store credit returns

  • Return labels are provided through the return portal at no additional cost

  • Refund returns remain subject to standard return shipping rules

If you did not purchase return coverage:

  • Return shipping costs are the customer's responsibility

  • Return label fees will be charged through the return portal

Refunds

  • Refunds are issued after manual inspection and approval

  • Processing typically takes 3–5 business days once approved

  • Refunds are issued to the original payment method

  • Original shipping charges are non-refundable

You may alternatively choose store credit, which includes a $5 bonus and does not expire.

Exchanges

  • Exchanges are available for the same product in a different size or color

  • Exchange requests are processed manually

  • PAWTRK covers the cost of outbound shipping for the replacement item

Return shipping for exchanges:

  • Covered if Checkout+ Return Coverage was purchased

  • Otherwise, return shipping is the customer's responsibility

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 7 days of delivery

  • Provide clear photos of the issue

PAWTRK will cover return shipping and offer a replacement or full refund.

International Orders

  • International shipping rates are calculated at checkout based on your location and selected shipping method.
  • Duties, VAT, and import taxes are typically included at checkout through Shopify International Shipping. However, in some cases, additional fees may be collected directly by the carrier or local customs authority upon delivery.
  • Returns for international orders must be requested within 14 days of delivery.
  • Exchanges are currently not available for international orders. If a different size or color is needed, the item must be returned for a refund and a new order placed.
  • Customers are responsible for return shipping costs on all international returns.
  • Original shipping fees are non-refundable.
  • Any taxes or duties collected at checkout by Shopify may be refunded if the order is returned according to our return policy.
  • Duties, VAT, or import taxes paid directly to the carrier or customs authority upon delivery are non-refundable.
  • PAWTRK is not responsible for packages delayed, lost, refused, or held by customs during international transit.

If you have any questions about international shipping, sizing, or your order, please feel free to contact us anytime at info@pawtrk.com 🥰

Questions?

Please contact us through your account portal at pawtrk.com
or email our support team.

We typically respond within 1–2 business days.

Policy Updates

This Return Policy may be updated periodically. Changes take effect once posted on pawtrk.com.

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