At Cozy Paws, we want you and your furry friends to be completely satisfied with every purchase. If for any reason you’re not happy with your order, we’re here to help with our straightforward returns and exchanges process.

Our Return Policy

We accept returns and exchanges within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original packaging, and in the same condition as when you received them
  • Proof of purchase is required
  • Certain products may not be eligible for return (see below)

Non-Returnable Items

For health and safety reasons, we cannot accept returns on the following products:

  • All food products (Dry Food, Air-Dried Food, Dehydrated Food, Chicken-Free formulas)
  • Opened or used health supplements (Brain Health, Diabetic Support, Digestive Health, Dental & Breath Care products)
  • Personal care items that have been opened

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact our customer service team within 15 days of receiving your order by emailing [email protected] with your request. Use the template below to ensure we have all necessary information.
  2. Wait for approval – Our team will review your request and send you return instructions within 2 business days.
  3. Package your item(s) – Securely pack the unused, undamaged merchandise in its original packaging.
  4. Ship your return – Send the package to our returns center at the address provided in your approval email. We recommend using a trackable shipping service.

Return Request Template

Subject: Return/Exchange Request – Order #[Your Order Number] Dear Cozy Paws Team, I would like to request a [return/exchange] for my recent order (#[Your Order Number]). Details of items to return/exchange: – Product Name: – Quantity: – Reason for return/exchange: For exchanges, please specify the replacement item you’d prefer: – Replacement Product Name: – Size/Color/Variant (if applicable): Please let me know the next steps to complete this process. Best regards, [Your Full Name] [Your Email Address] [Your Phone Number (optional)]

Refund Process

Once your return is received and inspected (typically within 5 business days of arrival at our facility), we’ll notify you of the approval or rejection of your refund.

Approved refunds will be processed to your original payment method within 10 business days. Please note:

  • Credit card refunds may take 5-7 business days to appear on your statement
  • PayPal refunds typically process within 24 hours
  • Original shipping fees are non-refundable

Exchanges

For exchanges of the same value, we’ll ship your replacement item once we receive your return. If the replacement item is of higher value, you’ll be charged the difference after we receive your return.

For defective or incorrect items received, we’ll cover the return shipping costs. In all other cases, return shipping is the customer’s responsibility.

International Returns

For our customers outside the United States:

  • You are responsible for return shipping costs and any applicable customs fees
  • Please clearly mark the package as “Returned Goods” to avoid additional customs charges
  • Refunds will be issued in USD and may be subject to exchange rate fluctuations

Questions?

Our friendly customer service team is happy to help with any questions about our returns policy. Contact us at [email protected] and we’ll respond within 24-48 hours.

Thank you for shopping with Cozy Paws – where your pet’s comfort and your satisfaction are our top priorities!