We want you (and your pet!) to love your purchase. If you’re not completely satisfied, you have 30 days from receiving your item to request a return.

Eligibility for Returns

To qualify for a return, your item must:

  • Be in its original condition — unused, unworn, with tags attached, and in the original packaging.
  • Be accompanied by the receipt or proof of purchase.

Items that show signs of use — including pet hair, chew marks, scratches on metal parts, or general wear — are not eligible for a refund and may be returned to you.

How to Start a Return

Please contact us first at Support@urbanpawscollective.com to request a return. If your return is approved, we will provide:

  • A free return shipping label.
  • Detailed instructions on how and where to send your package.

Note: Items sent back without prior approval will not be accepted.

Damages and Issues

Please inspect your order upon delivery. If your item is defective, damaged, or incorrect, contact us right away so we can make things right.

Non-Returnable Items

The following items are final sale and cannot be returned:

  • Perishable goods (e.g. pet food, flowers, plants)
  • Custom or personalized products
  • Personal care items (e.g. beauty products)
  • Hazardous materials, flammable liquids, or gases
  • Sale items and gift cards

If you’re unsure whether your item qualifies, feel free to reach out to us.

Exchanges

Need something else? The quickest way is to return your item and place a new order once your return is accepted.

Refunds

Once we receive and inspect your return:

  • If approved, your refund will be processed to your original payment method within 10 business days.
  • Processing times may vary depending on your bank or credit card provider.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at Support@urbanpawscollective.com.