Returns & Exchanges

How to Start a Return

1. Read the returns policy below to confirm you qualify for a return.

2. Contact us to receive a returns form via email. Complete the form and indicate whether you'd like an exchange (including size and colour) or a store credit.

3. Post your return to us with an activated tracking number — you are responsible for return postage costs.

4. Post your return within 14 days of receiving your order.

5. Once your return is processed, we'll contact you via email with your store credit or exchange details.

Returns Policy

Returns must be shipped within 14 days of receipt and received by us within 30 days of your order for a store credit only. Items must: not have been used or worn; have no pulled threads; not be soiled, damaged, or smell of dog or fur; have original tags attached; and not have been received as a prior exchange.

Items marked as Final Sale, purchased during a sale, or discounted at 20% or more are not eligible for return. This includes Black Friday, Boxing Day, and Flash Sale items.

If your order included free shipping and all or the majority of items are returned, your store credit will be issued minus the cost of shipping. A minimum $14.60 return postage fee applies, plus a 5% return fee.

Store Credit

We offer store credit only — we do not offer refunds for change of mind or items that don't fit your pet. Store credit is valid for 1 year and can only be used at The Paw Haven website. It cannot be transferred to another person or account.

Your store credit will reflect the value of the originally purchased goods, minus any applicable fees. For orders placed during a sale, store credit will be issued minus a 20% restocking fee. If payment was made via AfterPay, PayPal, or ZipPay, store credit will be issued at 5% less due to merchant fees.

We cannot guarantee all sizes or items will be available when you go to repurchase.

Faulty or Incorrect Items

All faulty items will be replaced. If a replacement is not available, a refund will be issued. Shipping costs are non-refundable under any circumstances.

A refund will only be provided if an item is assessed and deemed faulty and no replacement is available. We do not offer refunds for change of mind or if an item does not fit your pet.

Sale Items

Sale items or items marked as Final Sale may only be returned if found to be faulty. We do not refund if an alternate size is not available — please measure your pet carefully before purchasing.

If sale items are returned, you will be credited minus a 20% restocking fee. Final Sale items are not returnable under any circumstances.

Processing Time

Processing of returns can take up to 14 days once received. If your return does not include a completed returns form, processing may be delayed beyond 14 days. You will be notified via email as soon as your return has been completed.

Any returns not claimed within 60 days of us contacting you will be forfeited. We take no responsibility for returns lost or missing in transit — please use a trackable shipping service and consider insurance for parcels over $100.