Refund policy

30 days to return

Request a return within 30 days of delivery, in unused, original condition.

Full refund to original payment

Approved refunds go back to the card or method you paid with.

Damaged or wrong item?

Tell us within 7 days with photos and we'll cover it.

Easy to start

Message us with your order number through the contact page.

We accept returns on eligible products when all of the following are true:

• The return request is submitted within 30 days of the delivery date.
• The item is unused, unworn, and in its original condition.
• It's returned with original packaging, tags, labels, and accessories where applicable.
• It hasn't been washed, altered, damaged, or used by a pet.
• It isn't excluded under the exceptions below.
• You provide your order number and the information we reasonably need to verify the purchase.

Items that don't meet these conditions may be refused or may qualify only for a partial refund, depending on condition.

For health, hygiene, safety, and product-quality reasons, some products aren't eligible for return once opened or used, including:

• Used or worn pet clothing
• Used pet bedding
• Used grooming products
• Opened or used hygiene-related products
• Personalized or customized products
• Clearance or final-sale items, when clearly marked as final sale
• Gift cards
• Products damaged through misuse, improper care, or normal wear and tear

If a product is defective, damaged in shipping, or otherwise arrives in unacceptable condition, contact us before assuming it's non-returnable.

Please inspect your order when it arrives. If an item is damaged in shipping, defective, incorrect, missing parts, or significantly different from its description, contact us as soon as possible. For damaged or defective merchandise, reach out within 7 days of delivery with your order number, a description of the issue, and clear photos or video of the product and, where relevant, the packaging.

We'll review and determine the right resolution, which may be a replacement, replacement part, store credit, or refund. Please keep the merchandise and packaging until our review is complete.

Unless the item is defective, damaged, incorrect, or the return is otherwise our error, you're responsible for return shipping costs. For approved returns caused by our error, we may provide a return label or reimburse reasonable return shipping.

We recommend a trackable service. Ziva Paws isn't responsible for returns lost or damaged in transit when you arrange the return yourself.

Once your return is received and inspected, we'll let you know whether it's approved. Approved refunds go to the original payment method and generally cover the purchase price of the returned merchandise. Original shipping charges are generally non-refundable unless the return is due to our error, a defective product, or another situation where reimbursement is appropriate. Please allow 5–10 business days for your payment provider to process the refund.

A partial refund may be issued if an item shows use beyond what's needed to inspect it, is missing packaging or components, comes back in a condition that reduces its resale value, or was damaged after delivery. Any reduction is communicated during the return review.

Need a different size, color, or product? Contact us before sending the original back. Depending on availability we may arrange an exchange; if the replacement isn't available, we'll offer a refund or another suitable resolution. For size exchanges, the original item must meet the return eligibility requirements above.

Requests submitted more than 30 days after delivery may not be eligible for a return or refund. Exceptions may apply where required by law or where the product is defective, damaged, or incorrectly supplied.

Contact us as soon as possible after placing an order if you need to cancel. We can't guarantee cancellation once an order has entered processing, been packed, or shipped. If it can't be canceled before shipment, you can request a return after delivery under this policy.

If a package is refused or returned because of an incorrect or incomplete address, an uncollected package, or another circumstance within your control, the order may be subject to return shipping costs. Any refund is processed after the package is received and inspected, and original shipping charges may not be refundable.

If an order includes a free gift or promotional item tied to a particular purchase or order value, that item may need to be returned if the qualifying purchase is returned; otherwise its value may be deducted from the refund where permitted.

Products bought as part of a bundle, kit, or set may need to be returned as a complete bundle for a full refund unless stated otherwise on the product page or approved by our team.

Some products have additional return requirements because of their nature. Product-specific restrictions are shown on the product page or at checkout, and where they conflict with this general policy, the product-specific terms apply, subject to applicable law.

Please review product descriptions, measurements, materials, and sizing before purchasing. For clothing, beds, collars, harnesses, and other size-sensitive products, check the size guide on the product page carefully. A product that is simply the wrong size may be returned only if it meets the conditions of this policy.

Where appropriate, we may offer store credit as an alternative to a refund. Any store credit is communicated to you before it's issued and, once accepted, is subject to the terms communicated at that time.

Ziva Paws reserves the right to investigate unusual or potentially fraudulent return activity and may request additional information to verify a return or transaction. Nothing in this section limits rights available to consumers under applicable law.

We may update this policy from time to time to reflect changes in our business, products, services, or legal requirements. The updated version is posted on this page with a revised "Last updated" date.