Refund policy
At Vellpaw, we want you and your pets to be satisfied with your purchase. If you are not completely satisfied, eligible items may be returned according to the policy below.
30-Day Return Policy
We offer a 30-day return period.
You may request a return within 30 days of receiving your order. Return requests submitted after this period may not be accepted.
Return Eligibility
To qualify for a return, the item must be in the same condition in which it was received.
Because many of our products are intended for pets, returned items must be:
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Unused and unwashed.
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Free from pet hair, dirt, stains, or odors.
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In their original packaging.
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Returned with any original tags, accessories, or components included with the product.
Items that show signs of use, damage caused after delivery, or missing components may not qualify for a refund.
How to Request a Return
All approved returns must be sent by mail.
To request a return:
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Contact us at support@vellpaw.shop within 30 days of receiving your order.
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Include your order number and the reason for your return.
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If your return request is approved, we will provide return instructions and the appropriate return mailing address.
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Pack the item securely and send it using a suitable shipping carrier.
Items returned without prior authorization may not be accepted.
Return Shipping Costs
Return shipping responsibility depends on the reason for the return.
Defective, Damaged, or Incorrect Items
If you receive an item that is defective, damaged upon delivery, or different from what you ordered, please contact us as soon as possible.
For approved returns caused by our error, Vellpaw will cover the return shipping cost and provide return instructions.
Customer-Requested Returns
If you are returning an eligible product because you changed your mind, ordered the wrong item or size, or no longer want the product, you are responsible for the return shipping cost.
Original shipping charges are not deducted because Vellpaw currently provides free shipping on eligible U.S. orders.
Restocking Fee
We do not charge a restocking fee.
Restocking Fee: $0.00
Exchanges
We do not currently offer direct exchanges.
If you would like a different product, size, or variation, you may return the eligible item according to this policy and place a new order separately.
Refund Process
Once we receive your returned item, we will inspect it to confirm that it meets our return requirements.
We will notify you after the inspection to let you know whether your refund has been approved.
Cash on Delivery (COD) Refunds
Vellpaw currently accepts Cash on Delivery (COD) as its payment method.
Because COD orders are paid at the time of delivery, refunds cannot be automatically returned to an online payment card.
If your return is approved, our customer support team will contact you to arrange an appropriate refund method.
Please provide accurate refund information when requested so that your refund can be processed correctly.
Refund Timeframe
Approved refunds will generally be processed within 7 business days after the returned item has been received, inspected, and approved.
The time required for the funds to become available may vary depending on the refund method used.
Damaged or Incorrect Orders
Please inspect your order when it arrives.
If you receive a defective, damaged, or incorrect item, contact us at support@vellpaw.shop with:
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Your order number.
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A description of the issue.
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Clear photos of the product and packaging, where applicable.
We will review the issue and provide an appropriate solution.
Contact Information
If you have questions about a return or refund, please contact us:
Business Name: Vellpaw
Email: support@vellpaw.shop
Phone: +1 347-889-6012
Address: 625 E 18th St, Brooklyn, New York 11226, United States
Business Hours: Monday to Friday, 9:00 AM – 5:00 PM (EST)