Returns & Refunds: Our “Happy Tail” Guarantee
At HelenPawPal, we want you and your furry friends to be 100% happy. If something isn’t right, we’re here to help you fix it.
- 30-Day Return Window
We offer a 30-day return policy. If 30 days have passed since your purchase reached your doorstep, just reach out to us, and we’ll do our best to find a solution. - Eligibility for Returns
To be eligible for a return, your item should be:
In the same condition that you received it (unused/unworn).
In its original packaging (we know pets can be messy, but please try to keep the box intact!).
Safety Note: For hygiene reasons, items like opened pet food, treats, and used sanitary products (like dog diapers) cannot be returned unless there is a quality issue.
- Non-Returnable Items
To keep all our pet customers safe and healthy, we cannot accept returns on:
Personalized or custom-made pet gear.
Gift cards.
Final sale items (items marked as “Non-Returnable” on the product page).
- How the Refund Process Works
Step 1: Email us at [Your Email Address] with your order number.
Step 2: Once we receive and inspect your return, we’ll send you an email notification.
Step 3: If approved, your refund will be processed immediately. A credit will be applied to your original payment method (usually appearing within 3–7 business days depending on your bank).
- Damaged or Defective Items (Exchanges)
Did the box arrive looking like a chew toy? We’re so sorry! If your item is defective or damaged during shipping, we will replace it at no extra cost to you. Just send a photo of the damage to [Your Email Address]. - Shipping Your Return
To return your product, please mail it to: [Your Physical Address].
Friendly Reminder: Unless the item is defective, customers are responsible for the return shipping costs. Shipping costs are non-refundable.
If you are shipping an item over $75, we highly recommend using a trackable shipping service.
- Gifts
If the item was a gift and shipped directly to you, you’ll receive a HelenPawPal Gift Credit for the value of your return once we receive the item.
🐾 Need Help?
Our human team is standing by to help you and your pet!
Email us: [Your Email Address]
Support Hours: Monday – Friday, 9 am – 5 pm (EST)