At Cozy Paws, we’re committed to making shopping for your furry friends as convenient and worry-free as possible. Below you’ll find all the details about our shipping and returns processes.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

  • Standard Shipping: $12.95 via DHL or FedEx (10-15 business days after dispatch)
  • Free Shipping: Available for orders over $50 via EMS (15-25 business days after dispatch)

Note: Delivery times may vary for international orders depending on customs processing. We ship worldwide except to certain remote areas and parts of Asia.

Accepted Payment Methods

We accept: Visa, MasterCard, JCB, and PayPal for your convenience.

Returns & Exchanges Policy

We want you and your pet to be completely happy with every Cozy Paws purchase. If you’re not satisfied, here’s how our returns process works:

Return Eligibility

  • Returns accepted within 15 days of receiving your order
  • Items must be unused, in original packaging, and in the same condition as received
  • Proof of purchase required

Non-Returnable Items

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

  • 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 Return an Item

Follow these simple steps:

  1. Contact us within 15 days by emailing [email protected] with your return request (use the template below)
  2. Wait for approval – We’ll review your request and send return instructions within 2 business days
  3. Package your item(s) – Securely pack the unused merchandise in its original packaging
  4. Ship your return – Send to our returns center at:
    Cozy Paws Returns
    10304 North 179th Dr
    Waddell, US 85355

Return Request Email 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 we receive and inspect your return (typically within 5 business days):

  • We’ll notify you of approval/rejection
  • Approved refunds are processed to your original payment method within 10 business days
  • Credit card refunds may take 5-7 business days to appear on statements
  • PayPal refunds typically process within 24 hours
  • Original shipping fees are non-refundable

Exchange Policy

  • Same-value exchanges ship once we receive your return
  • Higher-value exchanges: you’ll be charged the difference after return receipt
  • We cover return shipping for defective/incorrect items
  • Otherwise, return shipping is the customer’s responsibility

International Returns

For customers outside the U.S.:

  • You’re responsible for return shipping and any customs fees
  • Mark packages as “Returned Goods” to avoid customs charges
  • Refunds issued in USD (may be subject to exchange rate fluctuations)

Need Help?

Our friendly customer service team is happy to assist with any questions about shipping or returns. Contact us at [email protected] – 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!