Refund policy
Refund & Return Policy
We have a 14-day return policy, which means you have 14 days after receiving your order to request a return.
Return Eligibility
To be eligible for a return, your item must be unopened, unused, and in its original packaging and condition.
Because TenPaws products are consumable pet products, opened or partially used products cannot be returned.
How to Start a Return
Email hello@tenpaws.com within 14 days of receiving your order. Please include your order number and reason for the return.
Items sent back to us without first requesting a return will not be accepted.
Return Shipping
Customers are responsible for return shipping costs on standard returns, including returns due to a change of mind or an incorrectly ordered item.
If your return is the result of an error by TenPaws, or your product arrived damaged or defective, we will work with you to resolve the issue and provide return instructions when necessary.
Original shipping charges are not refundable on standard returns unless otherwise required by law.
Damages & 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. We may require photos of the product and or packaging that arrived damaged.
Please keep the affected product and its original packaging until we have completed our review.
What's Not Covered
We cannot accept returns or provide standard return refunds for:
- Returns requested more than 14 days after delivery
- Opened or partially used consumable products
- Products that are not in their original condition or packaging
- Products returned without prior authorization
- Return shipping costs for standard returns
- Original shipping fees for standard returns, unless otherwise required by law
Order Cancellations
Orders may begin processing shortly after they are submitted.
If you need to request a cancellation, please contact us as soon as possible. We cannot guarantee that an order can be canceled or modified once processing has begun.
Orders that have already shipped cannot be canceled under our standard cancellation policy.
Refund Processing
Once we receive and inspect your approved return, we'll notify you of the status of your refund.
If approved, we will process the refund to your original payment method within 5–7 business days.
After the refund is processed, please allow an additional 3–10 business days for it to appear on your statement, depending on your bank or payment provider.
Abuse of Refund or Replacement Policies
TenPaws reserves the right to review refund, replacement, damage, and missing-item claims for suspected fraud, abuse, or misuse.
Submitting a claim does not automatically guarantee a refund or replacement.
Nothing in this section limits rights or remedies that a customer may have under applicable law.
Legal Rights
Nothing in this policy is intended to exclude or limit any consumer right or remedy that cannot legally be waived under applicable federal, state, or local law.
Questions
For questions about returns, refunds, damaged products, or incorrect orders, contact us at: