Refund policy
Return, Refund & Cancellation Policy
Last Updated: January 20, 2026
By placing an order with Paw Calm, you agree to the terms outlined below.
Order Modifications & Cancellations (12-Hour Window)
We begin processing orders immediately after purchase.
Orders may be cancelled or modified within 12 hours of purchase. Requests must be submitted to support@pawcalm.store with your order number.
After 12 hours, cancellation or modification is no longer guaranteed. If your order has not yet been fulfilled, our team may be able to assist depending on its current status. Once an order has been fulfilled or shipped, cancellation may no longer be possible and the applicable return or refund process will apply.
60-Day Money-Back Guarantee (Paw Calm Promise)
We stand behind our products with our 60-Day Money-Back Guarantee.
If you have used the product and, after giving it a fair try, it is not the right fit for your pet, you may be eligible for our 60-Day Money-Back Guarantee if you contact us within 60 days of delivery.
For eligible requests, our standard resolution is the Paw Calm Promise. Instead of requiring a physical return, we ask you to donate the eligible product to a local animal shelter, rescue group, or pet charity.
To request a Promise refund:
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Email support@pawcalm.store with your order number.
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Donate the eligible product to a local shelter, rescue group, or pet charity.
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Send us a photo of the item being dropped off or a donation receipt.
Once the required documentation is received and eligibility is confirmed, we will issue the approved refund to your original payment method.
The 60-Day Money-Back Guarantee does not require a physical return. If an eligible customer specifically requests a physical return instead, the product must meet the eligibility requirements for our Standard Returns Policy
Standard Returns
If you decide not to use your product and simply want to return it, our Standard Returns Policy applies.
To be eligible for a standard physical return, the product must be unused, unopened, and sealed in its original packaging.
Return shipping is the customer’s responsibility unless an approved exception applies. A $10 processing fee will be deducted from approved standard returns.
For repeat or duplicate orders that are not eligible for the donation-based Paw Calm Promise, the same Standard Returns requirements apply when a physical return is appropriate.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact support@pawcalm.store within 48 hours of delivery with clear photo or video evidence and your order number.
We will review the issue and determine the appropriate resolution. Confirmed fulfillment errors or product defects may qualify for a replacement or refund without the standard return-shipping requirement.
Please do not send a product back before contacting our support team and receiving return instructions.
Final Sale Items
Certain Paw Calm products may be designated as Final Sale and are not eligible for standard returns or refunds.
Final Sale exclusions do not apply to confirmed damaged, defective, or incorrect items. If a Final Sale item arrives with one of these issues, contact support@pawcalm.store with clear photo evidence so our team can review the appropriate resolution.
Final Sale items are identified on their product pages before purchase. Current Final Sale items include:
• Calming Pup Brush
• Paw Calm Calming Carrot
• Paw Calm Cuddle Duck
• Paw Calm Lick Mat
• Paw Calm Porta Pup Water Bottle
Refund Processing
Approved refunds are issued to the original payment method.
Refunds generally appear within 5–10 business days, depending on your payment provider.
For Standard Returns, the applicable $10 processing fee is deducted from the approved refund. Return shipping is a separate customer responsibility unless an approved exception applies.
MBG/Paw Calm Promise refunds follow the applicable donation and eligibility requirements described above.
Shipping, Tracking & “Item Not Received” Claims
Because some of our orders are fulfilled internationally, delivery can take longer than domestic shipping. A tracking number is provided for every order so you can follow your package along the way.
Standard USA delivery timeframe: 7–15 business days.
Customers are responsible for ensuring their shipping address is correct at the time of purchase.
Chargeback Protection Clause
An order cannot be claimed as “Item Not Received” if:
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Tracking shows the order is in transit within the 15-business-day window, or
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Tracking confirms successful delivery to the address provided at checkout.
Delivery confirmation provided by the carrier is considered proof of fulfillment.
If you believe your order has not arrived, contact support@pawcalm.store so our team can review the tracking information and help resolve the issue.
Safety Concerns
If you believe a Paw Calm product may have caused an injury, choking hazard, ingestion, illness, or another safety concern, discontinue use immediately.
If your pet has swallowed or may have swallowed any part of the product, contact your veterinarian and the ASPCA Animal Poison Control Center at (888) 426-4435 right away.
Please also email support@pawcalm.store so we can document and follow up on the incident.
Safety concerns are reviewed separately from standard returns and refunds so our team can properly document and escalate the incident.
Friendly Resolution / Disputes
Paw Calm is committed to resolving customer issues fairly and promptly.
Please contact support@pawcalm.store first and allow our team the opportunity to review and resolve the issue before filing a dispute or chargeback.
We document customer cases and work to provide an appropriate resolution based on the applicable policy.
If a dispute or chargeback is filed, Paw Calm may provide relevant order, shipping, delivery, and customer-support records to the payment provider as part of the review.
Contact Us
For return, refund, cancellation, delivery, or safety inquiries: support@pawcalm.store
General inquiries: hello@pawcalm.store