At GentlePaws™, we want both you and your pets to be happy with every purchase. If something doesn’t feel right, we’ll do our best to make it right.
You can request a return within 30 days of receiving your order. To start, contact us at support@gentlepaws.com with your order number and reason for return. Our team will guide you through the process.
Most returns are accepted if the item is unused, in its original packaging, and in the same condition you received it. Once we review your request, we’ll provide instructions on whether a return is needed and where to send it.
If a return is required, you will be responsible for return shipping costs. After we receive and approve your return, we may refund the shipping cost depending on the reason for return and the item’s condition.
Important: Please wait for return instructions from our team before sending anything back. Unauthorized returns cannot be processed.
Once your return is approved, your refund will be processed to your original payment method. Refunds are usually completed within 1–3 business days, though your bank or payment provider may take additional time.
In some cases, a return may not be necessary — we’ll let you know if that applies to your order.
If your item arrives damaged, defective, or is not what you ordered, please contact us immediately with a photo and description of the issue. We’ll make it right as quickly as possible.
Orders are processed quickly, so we cannot guarantee changes or cancellations after your order is placed. If your order has already shipped, you may still be eligible for a return once it arrives.
We’re always here to help. For any return, refund, or order issue, email us at gentlepawshelp@gmail.com and we’ll be happy to assist.