Before shipment
If an order has not been handed to the logistics provider, customers can request cancellation, address correction, or quantity review by contacting support with the order number and purchase email.
Refund policy
Straightforward help for damaged, wrong, or missing items
Pet parents need to know what happens if something goes wrong. PawPilot reviews order issues with the order number, purchase email, photos, and package details so support can choose the fairest next step.
Last updated: May 25, 2026Damaged or incorrect items
If an item arrives damaged, missing, or different from the order, contact support within 7 days of delivery. Include the order number, outer package photo, item photo, and a short description of the issue.
Pet safety and opened treats
For pet safety, opened edible items normally cannot be returned for resale. Support can still review damaged, incorrect, or quality-related cases and may offer a replacement, partial refund, or full refund when appropriate.
Return shipping
If a return is required, support will explain the next step before the customer ships anything back. Customers should not send products back without contacting support first.
Provider rules
Refund timing follows the rules of the payment provider used at checkout. Support will confirm the next step after the order issue is reviewed.
What cannot be guaranteed
Normal wear from chewing, unsupervised use, incorrect feeding, or damage after delivery may not qualify for refund. Product pages include care, supervision, and feeding notes to help avoid these issues.