Return and Refund Policy

Return & Refund Policy

Thank you for shopping at Xtrapaws. We care about your satisfaction and strive to offer a smooth experience. Please read our return and refund policy carefully before making a purchase, especially since we work with global fulfillment partners and do not hold inventory ourselves.

Order Cancellations

Orders can be canceled for a full refund only before they are processed and shipped by our warehouse. Please contact us as soon as possible at support@xtrapaws.com to check if cancellation is still possible.

Lost or Delayed Orders

If your order has not arrived within the following timeframes:

• 45 days for U.S. orders

• 60 days for international orders

• 110 days for orders to Brazil

you are eligible for a full refund or a free replacement. Please reach out to us with your order number and we’ll assist you promptly.

Delivered but Not Received

If your order is marked as “Delivered” but you did not receive it, we require a non-delivery confirmation from your local post office in order to process a refund or replacement. This is necessary to prevent fraud and validate the shipping status.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, missing parts, or incorrect, please contact us within 30 days of delivery. Clear photo or video evidence is required for our team to process your claim. Once verified, we will offer a full refund or replacement at no additional cost to you.

Change of Mind & Buyer’s Remorse

Due to the nature of our fulfillment system and international shipping, we do not accept returns or offer refunds for reasons such as:

• Personal dissatisfaction

• Choosing the wrong item, size, or color

• No longer needing the item

• Changing your mind after purchase

Please review your order carefully before checkout.

Return Shipping & Physical Returns

In most cases, physical returns are not required. If a return is necessary, we will provide instructions. Do not send items back without our prior approval—unauthorized returns will not be accepted or refunded.

Non-Returnable Items

We do not accept returns on:

• Gift cards

• Sale or clearance items

• Personal care goods (e.g. grooming tools)

• Customized or personalized products

• Perishable goods

• Hazardous materials (e.g. flammable liquids or gases)

Refunds

Once your issue is approved for refund, we will notify you via email. Refunds are issued back to your original payment method within 10 business days. Please note that your bank or credit card provider may require additional time to post the refund.

If more than 15 business days have passed since your refund was approved, please contact us at  support@xtrapaws.com.

At Xtrapaws, customer satisfaction is our priority. We appreciate your understanding and support as we strive to provide a seamless shopping experience.