Refund policy

Return, Refund & Cancellation Policy

At Pawkry, we are dedicated to providing high-quality supplies and gear for your dogs. We want you and your dog to be 100% satisfied with your order. Please review our policy below to understand how we handle returns, refunds, damages, and order cancellations.

1. Cancellations & Order Changes

  • 3-Hour Cancellation Window: Because we process orders quickly with our fulfillment team to ensure fast delivery, you have 3 hours after placing your order to request a cancellation or change of shipping address.

  • After 3 hours, your order enters our automated fulfillment system and cannot be canceled or modified. Once received, you may follow our return process below.

2. Damages, Defects & Incorrect Items (Replacement Guarantee)

  • If your item arrives defective, damaged, or incorrect, please inspect your order immediately upon arrival and contact us at support@pawkry.com within 7 days of delivery.

  • Please include your Order Number and clear photos/videos showing the damage or issue.

  • Upon verification, we will immediately send a free replacement or issue a full refund at no extra cost to you.

3. 30-Day Return Policy

We offer a 30-day return window, meaning you have 30 days after receiving your item to request a return.

Eligibility Requirements:

  • To be eligible for a return, your item must be unused, unwashed, and in the exact same condition that you received it.

  • The item must be in its original packaging.

  • Proof of purchase (Order Number / Receipt) is required.

How to Start a Return:

  1. Contact us at support@pawkry.com with your order details and reason for return.

  2. If your return is accepted, our support team will provide you with the correct return address and instructions on how to send your package back.

  3. Please note: Items sent back to us without first requesting a return will not be accepted.

4. Return Shipping Costs

  • Customers are responsible for paying their own return shipping fees unless the item arrived damaged, defective, or incorrect.

  • We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. Refunds

  • Once your return is received and inspected by our team, we will notify you of the approval or rejection of your refund.

  • If approved, your refund will automatically be processed back to your original payment method within 5–10 business days.

  • Note: Original shipping charges (if any) are non-refundable.

6. Non-Returnable & Sale Items

  • For hygiene and pet safety reasons, items that show heavy signs of dog hair, wear, or open use cannot be accepted for returns unless defective.

  • Final sale or clearance items are non-refundable.

7. Contact Us

If you have any questions regarding our return or refund process, please reach out to our customer support team anytime:

  • Brand: Pawkry

  • Email: support@pawkry.com