Returns & Exchanges

Your satisfaction is our priority. If you are not completely happy with your The Paw Step order, we are here to make it right.

Eligibility
We accept returns within 30 days of delivery. To be eligible for a return, items must be in new, unused condition in their original packaging. Items that show signs of use, wear, or damage caused by the customer will not be accepted for return.

How to Initiate a Return
To start a return, please contact our customer support team with your order number and reason for return. Once your return request is approved, we will provide you with instructions on how to send your item back. Please do not send items back without first receiving return authorization, as unauthorized returns may not be processed.

Refunds
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to your original payment method within 5–10 business days. Please note that shipping charges are non-refundable unless the return is due to our error or a defective product.

Exchanges
If your order arrives damaged in transit, we will exchange it for you at no charge. Please contact us within 48 hours of delivery and provide photos or videos of the damaged item and packaging so we can process your exchange as quickly as possible. We will cover all shipping costs associated with the replacement.

Warranty

We stand behind the quality of The Paw Step products. This product is covered by a 90-day limited warranty from the date of delivery against defects in materials and workmanship under normal household use.

If your item arrives damaged or has a manufacturing defect within 90 days, please contact us with your order number, a description of the issue, and photos if applicable. We will review the issue and, if approved, provide a replacement part, replacement product, or another appropriate solution at our discretion.

This warranty does not cover normal wear and tear, misuse, improper assembly, accidents, modifications, or damage caused by pets chewing, scratching, or other unintended use.

Non-Returnable Items
The following items are not eligible for return or exchange:

• Items returned after the 30-day return window
• Items that are not in new or unused condition
• Items without original packaging

Additional Information

• We recommend using a trackable shipping method when returning items, as The Paw Step is not responsible for lost return packages.
• If you received the wrong item, please contact us within 48 hours of delivery and we will make it right at no cost to you.
• For any questions or concerns regarding your return or exchange, please do not hesitate to contact our customer support team.