Refund policy

Last updated: 2025-08-15

1. Overview

We want you to be happy with your purchase from BetterPaw LLC (“BetterPaw,” “we,” “us,” or “our”). This policy explains when and how you can return or exchange items and how refunds are handled.

Because many of our products are custom engraved or personalized (including QR-enabled dog tags), they cannot be resold once made. As a result, returns are limited to certain cases described below.

2. Non-Returnable & Non-Refundable Items

We cannot accept returns or issue refunds for:

  • Personalized or custom-engraved items (including QR-enabled tags) unless they arrive damaged, defective, or with an error on our part.

  • Items marked as “final sale.”

  • Gift cards or digital products.

3. Eligible Returns & Exchanges

We will provide a replacement or refund in the following cases:

  • Incorrect engraving caused by our error.

  • Defective product upon arrival.

  • Damaged in shipping (must provide photos of the damaged item and packaging).

If your order meets these criteria, contact us within 7 days of delivery to request a return authorization. Items must be unused and in their original packaging (if applicable).

4. Return Process

To start a return or request a replacement:

  1. Email us at info@betterpaw.com with:

    • Your order number

    • A description of the issue

    • Photos showing the problem (if applicable)

  2. We will review your request and, if approved, provide instructions for return or replacement.

  3. If a return is required, we will provide a prepaid return label (for qualifying cases).

5. Refunds

  • Approved refunds will be issued to your original payment method.

  • Please allow 5–10 business days for your refund to appear, depending on your bank or card issuer.

  • Shipping charges are non-refundable unless the return is due to our error or a defective product.

6. Exchanges

If you receive an incorrect or defective product, we will send a replacement at no additional cost once your return (if required) is received and approved.

7. Order Cancellations

Orders for custom-engraved items can only be canceled before production has started. If engraving has already begun, the order cannot be canceled or refunded.

8. Lost or Delayed Packages

We are not responsible for packages lost or delayed by the carrier. If your order is marked as delivered but not received, please check with your local post office before contacting us.

9. Contact Us

For return requests or questions about this policy, contact us at:

BetterPaw LLC
1241 Chicago Rd
Troy, MI 48083
Email: info@betterpaw.com
Phone: (313) 484 0956