Refund policy

We want you and your pup to love every Charlotte Paws order. If something isn't right, you can return it within 30 days of delivery.

How to start a return

Email us at charlotte.shop@charlottepaws.us with your order number and the item(s) you want to return. We'll reply with our U.S. return address and simple instructions. Packages sent back without contacting us first may not be accepted.

Eligibility

Items must be unused, unwashed, and in their original packaging, with tags attached where applicable.
For hygiene reasons, used grooming and feeding items (such as brushes and bowls) can't be returned unless they arrived damaged or defective.
Gift cards and final-sale items are not returnable.

Damaged, defective or wrong items

If your order arrives damaged, defective, or isn't what you ordered, email us within 7 days of delivery with your order number and a photo of the issue. We'll send a replacement or issue a full refund — and you won't pay anything for return shipping.

Return shipping costs

For returns that aren't due to our error (for example, a change of mind or the wrong size), the customer is responsible for return shipping. Original shipping charges are non-refundable.

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.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or card issuer may take a few additional days to post the refund.