We stand behind the quality of every VIPpaw product. If you’re not completely satisfied with your purchase, we’re here to help.
Return & Exchange Policy
Eligibility
You may return or exchange eligible items within 30 days of the delivery date. To qualify, items must be:
- Unused, unworn, and in original condition
- In their original packaging with all tags attached
- Accompanied by proof of purchase (order confirmation email or receipt)
Non-Returnable Items
The following items cannot be returned or exchanged:
| Item Type | Reason |
|---|---|
| Customized / Personalized Products | Made specifically for your pet with embroidery or engraving |
| Final Sale / Clearance Items | Marked as final sale at time of purchase |
| Gift Cards | Non-refundable by policy |
| Items Without Original Packaging | Cannot verify condition |
Exception: Customized products with a manufacturing defect or customization error on our part are eligible for a free replacement or full refund. Please see the Defective Items section below.
Return Window Summary
| Condition | Window | Refund Type |
|---|---|---|
| Standard products (unused) | 30 days from delivery | Full refund to original payment method |
| Standard products (used/opened) | Not accepted | — |
| Customized products (no defect) | Not accepted | — |
| Customized products (defect/error) | 30 days from delivery | Full refund or free replacement |
| Final sale / Clearance | Not accepted | — |
How to Start a Return or Exchange
Step 1: Submit Your Request
Fill out the return request form below or email us at returns@vippaw.store with the following information:
- Order number
- Item(s) you wish to return or exchange
- Reason for return (defective, wrong size, changed mind, etc.)
- Whether you prefer a refund or exchange
Step 2: Receive Authorization
Once your request is approved (typically within 1–2 business days), we will email you a Return Merchandise Authorization (RMA) number along with the return shipping address.
Step 3: Ship the Item Back
Package the item securely in its original packaging. Include a copy of your order confirmation and write the RMA number on the outside of the package. Ship to the address provided in your authorization email.
Step 4: Refund or Exchange
Once we receive and inspect your return (allow 2–3 business days for inspection), we will process your refund or ship your exchange item. You will receive an email confirmation at each step.
Important: Do not ship items back without an RMA number. Unauthorized returns will not be processed.
Refunds
Refund Method
All refunds are issued to the original payment method used at checkout. We cannot refund to a different card or account.
Refund Timeline
| Stage | Processing Time |
|---|---|
| Return received & inspected | 2–3 business days |
| Refund initiated | Within 24 hours of approval |
| Refund appears on statement | 5–10 business days (varies by bank/card issuer) |
If you haven’t received your refund within 10 business days of our confirmation email, please:
- Check your bank account again
- Contact your credit card company or bank
- Email us at returns@vippaw.store if the issue persists
Shipping Costs for Returns
| Scenario | Return Shipping | Original Shipping |
|---|---|---|
| Customer changed mind / wrong size ordered | Paid by customer | Non-refundable |
| Defective or incorrect item received | Paid by VIPpaw | Refunded |
| Exchange for different size/color | Paid by customer | — |
| Damaged in transit | Paid by VIPpaw | Refunded |
We recommend using a trackable shipping service and purchasing shipping insurance for returns over $50. VIPpaw is not responsible for packages lost in return transit without tracking.
Exchanges
We offer exchanges for eligible items under the following conditions:
- Different size or color: Submit an exchange request within 30 days. You are responsible for return shipping. We will ship the replacement at no additional cost once we receive your original item.
- Defective item: We will ship a replacement immediately upon approval of your claim. No need to wait for the defective item to arrive back.
- Exchange value: If the new item costs more, we’ll send an invoice for the difference. If it costs less, we’ll refund the difference.
Defective or Incorrect Items
If you received a damaged, defective, or incorrect item:
- Email us at returns@vippaw.store within 7 days of delivery
- Include your order number, a description of the issue, and clear photos showing the defect or error
- We will review your claim within 1 business day
- Approved claims receive a prepaid return label and your choice of a full refund or free replacement
We cover all shipping costs for defective or incorrect items — you will never be charged to return something that was our mistake.
Return Request Form
Please fill out the form below to initiate your return or exchange. We will respond within 1–2 business days.
If the form does not appear below, please email us directly at returns@vippaw.store.
Contact
For return-related questions not covered above:
- Email: returns@vippaw.store
- Response Time: Within 1–2 business days (Monday–Friday, 9 AM–6 PM EST)