Return & Exchange Policy

At Pillarstone Paws, we stand behind the quality of every product we sell. If you are not completely satisfied with your purchase, we are here to help.

30-Day Return Window

You have 30 days from the date of delivery to initiate a return. Items must be unused, in their original packaging, and in the same condition you received them. Please include all original tags and accessories.

How to Start a Return

To begin the return process, please follow these steps:

1. Contact our support team through the Contact page with your order number and reason for return.
2. Our team will review your request and provide a prepaid return shipping label within 1 business day.
3. Pack the item securely in its original packaging and attach the return label.
4. Drop off the package at any authorized shipping location.

Refund Processing

Once we receive and inspect your return, we will process your refund within 5 to 7 business days. Refunds are issued to the original payment method. You will receive an email confirmation when your refund has been processed.

Exchanges

If you would like to exchange an item for a different size or color, please contact us and we will arrange the exchange at no additional shipping cost. Exchanges are subject to product availability.

Non-Returnable Items

For hygiene reasons, the following items cannot be returned once opened or used:

• Pet beds that show signs of pet use (hair, stains, odors)
• Personalized or custom-made items
• Gift cards
• Items purchased during final sale promotions

Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 48 hours of delivery with photos of the damage. We will arrange a free replacement or full refund, including shipping costs.

Questions About Returns?

Our customer support team is available to help with any return-related questions. Reach out through our Contact page and we will respond within 24 hours.