Refund policy

At Thriving Paw, we want you and your pet to love every purchase. If something isn't right, we offer a 30-day return window, counted from the date your order is delivered.

Damaged, defective, or incorrect items

If your item arrives damaged, defective, or incorrect, you do not need to ship it back. Email support@thrivingpaw.com within 30 days of delivery with your order number and clear photos or a short video showing the issue. Once we confirm the problem, we will promptly send a free replacement or issue a full refund, at your choice.

Returns for change of mind

You may return an item within 30 days of delivery if it is unused, in the same condition you received it, and in its original packaging. To start a return, email support@thrivingpaw.com with your order number and we will reply with return instructions. Items sent back without a return request will not be accepted.

Return shipping costs for change-of-mind returns are the customer's responsibility and are non-refundable. We recommend a trackable shipping service, as we cannot be responsible for returns lost in transit.

Please do not send your purchase back to our corporate address. To initiate a return, contact support@thrivingpaw.com to receive the correct designated warehouse address.

Non-returnable items

For hygiene reasons, opened or used grooming, cleaning, and hygiene products (such as shampoos, wipes, sprays, and other consumables) cannot be returned unless they arrived damaged or defective. Gift cards and items marked as final sale are also non-returnable.

Refunds

Once we receive and inspect your return, we will notify you by email. Approved refunds are issued to your original payment method within 5-10 business days; your bank or card issuer may take additional time to post the credit. Original shipping charges are non-refundable, except when the item was damaged, defective, or incorrect.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Cancellations

Orders can be canceled free of charge before they ship. Email us as soon as possible; once an order has shipped, the return terms above apply.

Late or missing refunds

If you haven't received your refund within 10 business days of approval, please check with your bank or card issuer first, then contact us.

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