Refund policy

# RETURN AND REFUND POLICY

Last Updated: October 12, 2026

At Tumble Paw, we want you to be satisfied with your purchase. This Return and Refund Policy explains the conditions that apply to returns, refunds, exchanges, damaged items, and order cancellations.

## 1. RETURN PERIOD

Eligible products may be returned within 30 days from the date of delivery.

To qualify for a return, the item must be unused, unopened where applicable, and in the same condition in which it was received.

Products should be returned with their original packaging, labels, tags, accessories, components, and any other materials included with the order.

Proof of purchase or a valid order number may be required.

## 2. REQUESTING A RETURN

Please contact Tumble Paw before sending any product back.

When requesting a return, please provide:

Your full name
Your order number
The product you wish to return
The reason for the return
Photos if the product is damaged, defective, incomplete, or incorrect

Returns sent without prior authorization may not be accepted.

## 3. RETURN SHIPPING

Customers are generally responsible for return shipping costs when returning an eligible product because of a change of mind, incorrect size selection, incorrect product selection, or personal preference.

If you received an incorrect, damaged, or defective product, please contact us so we can review the issue and provide an appropriate resolution.

Original shipping charges are generally non-refundable unless otherwise required by applicable law.

We recommend using a trackable shipping method when returning an eligible product.

Tumble Paw is not responsible for return packages that are lost or damaged while in transit, except where otherwise required by applicable law.

## 4. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS

Please inspect your order promptly after delivery.

If your order arrives damaged, defective, incomplete, or contains a product different from what you ordered, please contact us as soon as possible.

For pet toys, accessories, and related pet products, examples of potential issues include:

Broken or damaged toys upon delivery
Missing components or accessories
Defective stitching, straps, buckles, or fasteners
Products that arrive cracked, torn, or otherwise damaged
Incorrect products, colors, or sizes
Products with manufacturing defects affecting normal use or safety

We may request photographs or other information showing the product, packaging, shipping label, missing components, defects, or affected areas to evaluate your request.

After reviewing the information provided, we may offer a replacement, exchange, refund, or another appropriate resolution.

For confirmed damaged, defective, or incorrect products, we will provide return shipping instructions and cover reasonable return shipping costs where appropriate or required by law.

## 5. NON-RETURNABLE ITEMS

For health, hygiene, safety, and product quality reasons, certain pet products may not qualify for return after they have been opened, used, altered, or damaged after delivery.

Non-returnable items may include:

Pet toys showing signs of chewing, biting, scratching, or excessive use
Used pet grooming or hygiene products
Opened pet food, treats, or other consumable products
Products with broken or removed safety seals
Used bedding, feeding, or sanitation products that cannot be resold for hygiene reasons
Products damaged due to misuse, improper handling, or improper storage
Products that have been altered, modified, or repaired after delivery
Products returned without essential components, accessories, or original packaging
Gift cards
Final sale items
Clearance items specifically identified as non-returnable before purchase
Customized or personalized products

Please contact us before returning a product if you are unsure whether it qualifies for a return.

Nothing in this section limits any non-waivable rights or remedies available under applicable consumer protection laws.

## 6. REFUNDS

Once your returned product is received and inspected, we will notify you whether your refund has been approved.

Approved refunds will normally be issued to the original payment method used for the purchase.

Please allow up to 10 business days for an approved refund to be processed.

Your bank, credit card issuer, or payment provider may require additional processing time before the refund appears in your account.

If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.

## 7. EXCHANGES

Eligible products may be exchanged depending on product availability.

Please contact us before returning a product for an exchange.

For health and hygiene reasons, used pet toys, grooming products, and opened consumable items generally cannot be exchanged unless required by applicable law.

In some situations, you may be required to return the original product and place a new order for the replacement item.

## 8. ORDER CANCELLATIONS

If you need to cancel or modify an order, please contact us as soon as possible.

We cannot guarantee that an order can be canceled or modified after processing has started or after it has been shipped.

If the order has already shipped, eligible products may be returned after delivery according to this policy.

## 9. REFUSED OR UNDELIVERABLE PACKAGES

Customers are responsible for providing accurate and complete shipping information when placing an order.

If a package is returned because of an incorrect or incomplete address, refusal of delivery, or failure to collect the package, applicable shipping or return shipping costs may be deducted from the refund where permitted by applicable law.

## 10. REFUND METHOD

Approved refunds will normally be returned to the original payment method used to place the order.

We generally cannot issue a refund to a different credit card, bank account, or payment method.

## 11. CONTACT INFORMATION

Tumble Paw
1312 Sunnyview Oval
Keasbey, NJ 08832
United States

Phone: +1 458-448-5131
Email: support@playfulpetsupply.online