Refund policy

At Suppaw, we strive to ensure your satisfaction with every purchase. If you are not entirely satisfied with your pet toys, clothes, harnesses, leashes, or outdoor gear, we're here to help.

30-Day Return Policy

You have 30 days after receiving your item to request a return. To be eligible, your item must be in the same condition that you received it—unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

How to Start a Return

  1. Contact Us: Email us at support@suppaw.ca to initiate a return.
  2. Approval: If your return is accepted, we’ll send you a return shipping label and instructions on how and where to send your package.
  3. Ship Back: Follow the provided instructions. Items sent back without first requesting a return will not be accepted.

For any return questions, always feel free to contact us at support@suppaw.ca.

Damages and Issues

Inspect your order upon reception. Contact us immediately if the item is defective, damaged, or if you receive the wrong item. Please provide photos or videos of the damage or issue to help us assess and resolve it promptly. We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (e.g., pet food, treats)
  • Custom products (e.g., personalized collars or harnesses)
  • Personal care goods for pets (e.g., grooming supplies)

We also do not accept returns on sale items or gift cards. Please contact us if you have questions about specific items.

Exchanges

To exchange an item, return the original item as described above. Once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and inform you if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at support@suppaw.ca.