Refund Policy

Refund & Return Policy – PetPaul.com

At PetPaul.com, your satisfaction is our top priority. We want you to shop with confidence when purchasing pet toys and supplies for dogs, cats, birds, fish, and small pets. This Refund & Return Policy explains eligibility, return steps, refund timelines, and other important details.

Return & Refund Eligibility

  • Most items may be returned within 30 days of delivery.
  • Items must be unused, unopened, and in original packaging.
  • Damaged, defective, or incorrect items must be reported within 48 hours of delivery.
  • Returns are accepted for U.S. orders only.
  • Certain fragile or specialty items may have additional return requirements.

How to Request a Refund or Return

  1. Email our support team at petpaul.help@gmail.com with your order number and reason for return.
  2. Once approved, we will send a prepaid return label and detailed return instructions.
  3. Returns sent without prior authorization may be delayed or refused.
  4. Please package returned items securely to prevent damage during transit.

Refund Processing

  • Refunds are issued to the original payment method after the returned item is received and inspected.
  • Processing typically takes 5–7 business days after receipt of the return.
  • If a refund does not appear within 10 business days, please check with your payment provider.
  • Shipping fees are non-refundable unless the return is due to our error.
  • Partial refunds may apply if items are returned incomplete or not in original condition.

Non-Refundable Items

  • Gift cards or promotional items
  • Items not purchased directly from PetPaul.com
  • Items returned after the 30-day return window without approval
  • Products showing signs of use or damage not related to shipping

Exchanges & Replacements

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery. Photos of the item or packaging may be requested for verification.

Upon approval, we will offer a replacement or a full refund, depending on availability and your preference. Exchanges for different sizes or product types are subject to availability.

Special Considerations for Fragile Items

Some items such as glass, ceramic, or specialty accessories require extra care during shipping. If such items arrive damaged, please notify us immediately so we can assist you promptly.

Need Assistance?

Our customer support team is here to help with any questions about returns or refunds.

  • Email: petpaul.help@gmail.com
  • Phone: +1 (917) 730-4795
  • Store Name: PetPaul.com
  • Business Address:
    FISH SUPPLY LLC
    30 N GOULD ST STE R
    SHERIDAN, WY 82801
    United States
  • Support Hours: Monday – Friday, 9:00 AM – 5:00 PM (EST)

For more details about delivery timelines, please review our Shipping & Delivery Policy.