Refund policy

Refund Policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, contact us at hello@polarpawscooling.store. Returns will need to be sent to: Polar Paws, 344 Royal Hunt Way, Lititz, PA 17543, United States. If your return is accepted, we'll send you a return shipping label and instructions. Items sent back without first requesting a return will not be accepted.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you received the wrong item.

Exceptions / non-returnable items
Certain items cannot be returned: perishable goods, custom or personalized products, personal care goods, and hazardous materials. Sale items and gift cards are also non-returnable.

Exchanges
Return the item you have, and once accepted, make a separate purchase for the new item.

European Union 14-day cooling off period
If merchandise is shipped into the EU, you have the right to cancel or return your order within 14 days for any reason. The item must be unworn/unused, with tags, in original packaging, with proof of purchase.

Refunds
We'll notify you once we've received and inspected your return, and let you know if the refund was approved. Approved refunds are issued to your original payment method within 5-7 business days. If more than 15 business days have passed since approval, contact us at hello@polarpawscooling.store.

Damaged or Incorrect Items
If your order arrives damaged or incorrect, contact us within 7 days of delivery with a photo, and we'll send a replacement or full refund at no cost to you.

Non-Returnable Items
For hygiene reasons, used or washed items cannot be returned or exchanged unless defective.

Contact Us
Questions about your return? Reach out any time at hello@polarpawscooling.store.