refunds & returns

We have a 60-day return policy, which means you have 60 days after ordering your item to request a return.

Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at support@yappypaw.com. The request needs to be sent before day 60.

To be eligible for a return, items must be unused, unworn, unwashed, and in their original condition, with all original tags (if any), inserts, accessories, and packaging included.

Items must be free from pet hair, dirt, stains, odors, damage, alterations, and any other signs of use. For hygiene and quality-control reasons, items that have been used in water, worn, washed, modified, or returned in a condition that prevents resale as new may not be eligible for a refund.

Please note, for the floaty vest, ensure your dog is comfortable and able to swim before introducing the vest. This flotation vest is designed to provide buoyancy and support - it is not a substitute for your dog's natural swimming ability or for supervision. Once the vest has been used in the water, it is considered used and is no longer eligible for return. We recommend confirming the size and fit before first use.

All returns are subject to inspection upon receipt. We reserve the right to deny returns that do not meet the conditions outlined in this policy.

Returns, refunds, damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

For any and all returns, please note that customers are responsible for return shipping costs to our Australia warehouse. To start a return, you can contact us support@yappypaw.com

For all returned items, shipping fees and shipping protection are not refundable, and a 5% processing fee will be applied and deducted from the refund total.

Please note that once the order is placed, the shipping costs and shipping protection are non-refundable – this applies for cancelled, refunded or returned items.

Order Cancellation:
Orders can only be canceled within 1 hour of being placed. After that, our team has already registered the order in both our system and our carrier's system, and it is queued for processing. At that point, the order can no longer be canceled.

Notes:

- We cannot be held responsible for undelivered packages when no contact phone number was provided at the time of order and/or an incorrect address was provided at the time of order.

- We cannot be held responsible for undelivered packages when the addressee refuses delivery

Shipping Protection:

• Covers the following: loss, damage or theft due to carrier mishandling.
• It does not cover undelivered orders due to a wrong address placed by the customer at checkout.
• If a package is marked as delivered, any claim of non-delivery must be accompanied by official proof from the carrier. Shipping protection does not cover cases where the carrier confirms delivery.

- Refunds or replacements will not be issued for packages not delivered by the carrier if no one was available at your location to receive them.

- We are not responsible for undelivered packages when delivery was attempted but the recipient was unavailable.

- In case your order was marked as 'Delivered', any claim of non-delivery must be accompanied by written proof from the carrier confirming that the package could not be delivered with the reason why. Otherwise we cannot reship or refund

- Claims for missing items must be reported on the day of delivery and must include clear photos of the package before it was opened, showing the original sealed packaging and shipping label. Claims submitted without proof of the unopened package cannot be compensated.

Order Changes:
Orders can only be modified - whether that’s the shipping address or any other detail - within the first hour after they’re placed. After that window, changes are no longer possible, as our team will have already processed your order in both our internal system and the carrier’s system.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods, custom products (such as special orders or personalized items), and personal care goods. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges 
The fastest way to ensure you get what you want is to return the item you have, and 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 let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

Customs Clearance: 
If your package is held by customs, customers are responsible for cooperating with their local customs authority and making every reasonable effort to complete the customs clearance process, including providing any requested information or documentation. We are happy to assist by supplying available documents, such as a commercial invoice, whenever possible. Refunds or replacements will not be issued if a customer does not cooperate with customs or fails to take the necessary steps to allow the package to be released and delivered. Refunds or replacements also cannot be issued while the package remains eligible for customs clearance and delivery.