Refund policy

Return & Refund Policy

Last Updated: June 2026

At Creative Paws, we want you and your pet to be completely satisfied with your purchase. If you are not fully happy with your order, you may request a return in accordance with the policy below.

Return Eligibility

We accept returns within 28 days of delivery.

To qualify for a return, items must:

  • Be unused and in their original condition

  • Be returned in the original packaging

  • Include all tags, accessories, and components

  • Be accompanied by proof of purchase

For hygiene and safety reasons, products that show signs of wear, use, damage, or alteration may not be eligible for return.

Non-Returnable Items

The following items cannot be returned:

  • Final sale or clearance items

  • Gift cards

  • Personalized or custom-made products

  • Products damaged due to misuse or improper handling

  • Items returned without prior authorization

How to Initiate a Return

To request a return, please contact us at:

Email: hello@creativepaws.us

Please provide:

  • Order number

  • Product name

  • Reason for the return

  • Photos of the item if it is damaged, defective, or incorrect

Once approved, we will provide detailed return instructions.

Return Shipping Costs

Customers are responsible for return shipping costs unless:

  • The item arrived damaged

  • The item received was incorrect

  • The item contains a verified manufacturing defect

We recommend using a trackable shipping service, as Creative Paws cannot guarantee receipt of returned items without tracking.

Refund Process

After receiving and inspecting the returned item, we will notify you regarding the status of your refund.

If approved, the refund will be issued to the original payment method within 5–10 business days.

Please note that processing times may vary depending on your bank or payment provider.

Exchanges

We replace items only if they are defective, damaged during transit, or incorrectly shipped.

If you need an exchange, please contact our support team for assistance.

Damaged, Defective, or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please notify us within 7 days of delivery.

To help us resolve the issue quickly, please include photographs of the item and its packaging.

Order Cancellations

Orders may be canceled within 12 hours of placement.

Once an order has entered processing or has been shipped, it can no longer be canceled and must follow the return process outlined in this policy.

Refund Exceptions

Original shipping charges are non-refundable unless the return is the result of our error, including damaged, defective, or incorrectly shipped items.

Contact Us

If you have any questions regarding this Return & Refund Policy, please contact us:

Creative Paws

Website: creativepaws.us

Email: hello@creativepaws.us

Address: 15 William Rd, Billerica, Massachusetts 01821, United States

Phone: +1 781-457-8546

We appreciate your trust in Creative Paws and are committed to providing quality products and exceptional service for pets and their owners.