Refund policy

Last updated: October 16, 2026

PawSail is operated by 1001511707 Ontario Inc. We want you and your dog to love your gear. If something isn't right, here's how returns and refunds work.

30-day returns

You can request a return within 30 days of the date your order was delivered. To be eligible, items must be unused, in the same condition you received them, and in their original packaging where possible.

How to start a return

Email us at zafarmaria3006@gmail.com with your order number and the item(s) you'd like to return.
We'll reply with return instructions and the return address. Please don't send items back without contacting us first. Returns sent without authorization, or to the wrong address, may not be accepted.
Ship the item back using a trackable method and send us the tracking number.

Return shipping costs

Unless the item arrived damaged, defective, or wasn't what you ordered, return shipping is paid by the customer. Original shipping charges (if any) are not refundable.

Damaged, defective, or wrong items

If your order arrives damaged or defective, or you received the wrong item, email us within 7 days of delivery with your order number and photos of the item and packaging. We'll send a replacement or issue a refund at no cost to you, and we'll let you know whether you need to send the item back.

Items we can't accept for return

Grooming tools that have been used (for hygiene reasons), unless defective.
Items damaged through misuse, or missing parts, after delivery.

Refunds

Once we receive and inspect your return, we'll email you to confirm whether the refund is approved. Approved refunds are issued to your original payment method within 10 business days. Your bank or card issuer may take additional time to post the refund.

Bundles

Items bought as part of a bundle (such as the Road Trip Kit) can be returned individually. The refund for a single item is calculated proportionally from the bundle price you paid.

Exchanges

The fastest way to get a different size or color is to return the item you have and place a new order for the one you want.

Cancellations

Need to cancel? Email us as soon as possible. If your order hasn't shipped yet, we'll cancel it and issue a full refund. Once an order has shipped, it can't be cancelled, but you can return it under this policy.