Refund policy

Last updated: August 21, 2026

This Return & Refund Policy explains the requirements and process for returning products purchased from velvetpawshop.store.

Velvet Paw Shop is operated by VELVET PAW SUPPLY LLC. By placing an order, you acknowledge and agree to the terms below.

30-day return window

We accept eligible return requests made within 30 days of the delivery date.

To qualify for a return, the product must be:

  • Unused.
  • Clean.
  • Undamaged.
  • In its original condition.
  • Returned with original packaging and included accessories.
  • Suitable for resale.

How to request a return

Before sending anything back, contact us at:

Email: contact@velvetpawshop.store
Phone: +1 719-205-7510

Please include your order number, the product you wish to return, and the reason for the return.

Wait for our approval and return instructions before shipping an item. Do not send returns to our registered business address unless our support team specifically instructs you to do so.

Customer-preference returns

Customer-preference returns include:

  • Change of mind.
  • No longer wanting the item.
  • Ordering the wrong product.
  • Choosing the wrong size or variant.
  • Selecting an item that is not suitable for your pet.

For eligible customer-preference returns:

  • The customer is responsible for return shipping.
  • Original shipping charges are non-refundable.
  • A 10% restocking fee may be deducted from the refund.
  • The product must be returned unused, clean, undamaged, and suitable for resale.
  • Any item returned in a condition that does not meet these requirements may receive a reduced refund or may be rejected.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, incorrect, or materially different from its description, contact us within 7 days of delivery.

Please provide:

  • Your order number.
  • A description of the issue.
  • Clear photographs of the product and packaging.
  • A video, where useful, showing a functional problem.

After reviewing the issue, we may offer a replacement, store credit, or refund. When the issue is confirmed to be our responsibility, reasonable return-shipping costs may be covered.

No restocking fee applies to confirmed damaged, defective, incorrect, or materially misrepresented items.

Non-returnable items

For hygiene and safety reasons, we may not accept returns for products that have been:

  • Used.
  • Washed.
  • Soiled.
  • Chewed.
  • Damaged.
  • Altered.
  • Returned without required accessories or packaging.
  • Made unsuitable for resale.

This may include grooming tools, pet mats, feeding products, toys, and other products that have been used with a pet.

Defective, damaged, incorrect, or materially misrepresented products may still be reviewed even if they belong to a hygiene-related category.

Return shipping

For customer-preference returns, the customer pays the return-shipping cost.

For confirmed damaged, defective, or incorrect items, we will provide return instructions and review reasonable return-shipping costs as part of the resolution.

Do not ship a return before receiving instructions from our support team.

Refunds

Once an approved return is received and inspected, we will process the applicable refund within 5–7 business days.

Approved refunds are sent to the original payment method used at checkout.

Your bank, card issuer, or payment provider may require additional time for the refund to appear in your account.

For customer-preference returns:

  • Original shipping charges are non-refundable.
  • Return-shipping costs are normally the customer’s responsibility.
  • A 10% restocking fee may be deducted.
  • Any condition-related deduction will be communicated when applicable.

For confirmed defective, damaged, incorrect, or materially misrepresented items, the applicable shipping costs and refund amount will be reviewed based on the circumstances.

Exchanges

We do not guarantee direct exchanges.

If you need a different product, size, or variant, you may be asked to return the eligible item and place a new order.

Order cancellations

Contact us as soon as possible if you want to cancel an order.

We will try to assist, but cancellation is not guaranteed once an order has entered processing or shipment.

If an order is successfully cancelled after payment has been processed, the applicable amount will be refunded to the original payment method.

Return address

Velvet Paw Shop is an online-only store. We do not operate a public retail storefront or customer return counter.

Our registered business address is:

VELVET PAW SUPPLY LLC
020 N Academy Blvd Ste 261
Colorado Springs, CO 80909
United States

Do not send a return to this address unless our support team provides written return instructions confirming that it is the correct return destination for your order.

Contact us

If you have questions about a return or refund, contact:

Velvet Paw Shop
Operated by VELVET PAW SUPPLY LLC

Email: contact@velvetpawshop.store
Phone: +1 719-205-7510

 

Customer-support hours are Monday–Friday, 9:00 AM–5:00 PM Mountain Time.

We aim to respond to most inquiries during regular support hours.

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