Refund policy


Refund Policy
Effective date: 7/25/2026
We want you and your pet to love every Fernpaw product. If something isn’t right, here’s how returns and refunds work.
30-day return window
You may return most items within 30 days of delivery for a refund or exchange.
To be eligible:
• Item must be unused, in original packaging, and in resellable condition
• Proof of purchase (order number) is required
• Items that are personalized, used, damaged by the customer, or marked “final sale” cannot be returned
How to start a return
1. Email hello@fernpaw.co with your order number and reason for return
2. We’ll respond within 1 business day with a return authorization and shipping instructions
3. Ship the item back at your cost (we recommend tracked shipping; we are not responsible for items lost in return transit)
4. Once we receive and inspect the item, your refund is processed within 5 business days
Refund details
• Refunds are issued to the original payment method
• Allow 5–10 business days for the refund to appear on your statement (varies by bank)
• Original shipping charges are non-refundable unless the return is due to our error
• Return shipping costs are the customer’s responsibility unless the item arrived damaged or incorrect
Damaged, defective, or incorrect items
If your order arrives damaged, defective, or incorrect:
1. Email hello@fernpaw.co within 7 days of delivery
2. Include photos of the item and packaging
3. We’ll send a replacement or full refund at no cost to you — we cover return shipping in this case
Exchanges
We don’t process direct exchanges. Instead, return the original item for a refund and place a new order.
Cancellations
Orders can be cancelled within 2 hours of placement if they haven’t shipped yet. After that, the order goes to our fulfillment partner and cannot be modified — treat it as a standard return.
Refused or undeliverable packages
If a package is refused or returned as undeliverable, we’ll refund the product cost minus original shipping and a $10 restocking fee.
Contact
Email: hello@fernpaw.co
Mail: Fernwood Brands LLC, 468 Hearth Place, Lawrenceville, GA