14-Day Request Window

If your order arrives damaged, defective, or incorrect, contact us within 14 days after delivery.

We will review your request and provide a replacement or refund solution when applicable.

Eligible Refund Cases

You may request a refund or replacement when:

• Your item arrives damaged during shipping
• You receive the wrong product or variation
• The product has a manufacturing defect
• Your order is confirmed lost during delivery

Replacement Conditions

For eligible damaged, defective, incorrect, or confirmed-lost orders, CoziPaw will review the details and determine whether a replacement or refund is the appropriate solution.

Damaged or Defective Items

Please contact us promptly after delivery and include clear photos or videos showing the issue. This helps our team understand what happened and review the request.

Incorrect Orders

If you receive the wrong product or wrong variation, contact us within the 14-day request window with your order number and supporting photos or video.

Lost Packages

If your order is confirmed lost during delivery, contact us with your order details. Our team will help check the shipment status and review the next step.

Non-Eligible Situations

• Products damaged due to misuse or improper care
• Normal wear and tear caused by use
• Incorrect shipping information provided by the customer

Refund Processing Timeline

The current policy does not promise a fixed refund-processing timeframe. After we review the request, we will explain the applicable refund or replacement outcome and assist with status questions.

How To Request Support

Include your order number and clear photos or videos showing the issue. Please do not send an item back before contacting support, because the current policy does not provide a separate return-shipping instruction.