Returns & Refunds
Simple, pet-parent-friendly returns for every VividPaws order.
30-day return window. If your order arrives damaged, defective, or isn't what you expected, we'll replace it or refund you in full.
When You Can Return
- Unused, unwashed items in their original packaging within 30 days of delivery.
- Items that arrive damaged, defective, or different from what you ordered.
- The wrong item or size was shipped by us (rare, but we'll fix it fast).
How to Start a Return
- Email [email protected] within 30 days with your order number and a photo of the item.
- We'll confirm your return and email a prepaid label — free when the issue is on our side.
- Pack the item in its original packaging and drop it off with the carrier.
- Refunds are issued to your original payment method within 5 business days of receipt.
Non-Returnable Items
For health and hygiene reasons, opened food, treats and chews can't be returned. Personalized items — engraved ID tags and embroidered gear — are made just for you and can't be returned once produced, unless they arrive damaged or incorrect.
Personalized Item Guarantee
Every personalized order is checked before it ships. If your engraving or embroidery is misspelled through our error, or the item arrives damaged, email [email protected] within 14 days with photos and we'll remake or refund it free of charge.
Our Quality Promise
Every VividPaws item is inspected before dispatch and backed by a 30-day quality guarantee. If something isn't right, we'll make it right.
Need Help?
Contact our support team and we'll make it right:
- Email: [email protected]
- Support: [email protected]