Refund policy

Refund & Return Policy

Thank you for shopping at Dapaw.store. We strive to provide the best experience for you and your pets. Please read our policy carefully before making a purchase.

1. Return Window

You have 14 calendar days from the date of delivery to report an issue with your order.

2. Eligibility for Returns

We only accept returns or replacements under the following conditions:

  • Item arrived damaged or defective

  • The wrong item was received

To be eligible:

  • The item must be unused and in its original condition.

  • No change-of-mind returns.

  • Proof Unboxing video required for claims.

3. Non-Acceptable Returns

We do not accept returns or refunds for:

  • Change of mind

  • Incorrect size or variant selected by the customer

  • Minor color or appearance differences (due to screen settings)

  • Items used, worn, or with pet hair

  • Delays caused by shipping carriers or customs

4. Damaged or Incorrect Items

If you receive a damaged or wrong item, contact us at support@dapaw.store within 48 hours of delivery.

We will:

  • Verify your claim

  • Offer a replacement or full refund at no cost

5. Return Process

Do not send items back without contacting us first.

If a return is approved:

  • Returns are processed at our fulfillment center located in China

  • In some cases, returns may not be required, and a refund or replacement will be issued directly

Important: Due to high international shipping costs and long transit times (minimum 3 months), we strongly recommend accepting a replacement or partial refund instead of physically returning the item.

6. Shipping Costs

  • Return shipping costs to China are the responsibility of the customer

  • Original shipping fees are non-refundable

  • We do not provide prepaid return labels

7. Refunds

Refunds are processed only after verification of your claim.

  • Approved refunds will be issued to the original payment method

  • Processing time: 5–10 business days

⚠️ 8. Important: Delivery Confirmation

If the tracking status indicates the order has been "Delivered", we cannot issue a refund or replacement, even if the customer claims non-receipt.

Please:

  • Verify with household members or neighbors

  • Contact your local post office directly

We strictly adhere to the carrier's delivery confirmation.

9. Lost or Delayed Packages

If your order has no tracking movement for 45 days (USA) or 60 days (Global) after dispatch, please contact us.

We will:

  • Investigate with the carrier

  • Issue a refund or replacement only if the package is officially confirmed as lost by the logistics company

10. Incorrect Address / Failed Delivery

Customers are responsible for providing accurate shipping information.

We are not responsible for:

  • Orders delivered to incorrect or incomplete addresses

  • Packages returned due to failed delivery attempts

Reshipping fees apply if a package is returned due to an address error.

11. Non-Returnable Items

The following items are not eligible for return:

  • Perishable goods

  • Personalized or custom items

  • Print-on-demand (POD) products

  • Hygiene-related products (pet beds, apparel, etc.)

12. Order Cancellation

Orders can be cancelled within 12 hours of purchase.

After this time:

  • Orders may already be processed by the warehouse

  • Cancellation is not guaranteed

  • Print-on-demand and custom items cannot be cancelled after payment, as production begins immediately

🔒 13. No Chargebacks Without Contact

Before filing a dispute with your bank or PayPal, you must contact us first at support@dapaw.store.

We guarantee to resolve all issues (refund or replacement) within 48 hours.

If you file a chargeback without contacting us:

  • We will contest it with evidence of delivery

  • Your account may be permanently blocked by our fulfillment partner

❤️ Customer Commitment

Your satisfaction is important to us. We always aim to provide fair solutions and excellent service. If you have any issues with your order, please reach out to us before opening a dispute.

Email: support@dapaw.store