Refund policy

RETURN & REFUND POLICY

Last updated: September 25, 2026

At KivaPaws, we want you to be satisfied with your purchase. If you receive an item that is damaged, defective, or significantly different from the product description, please contact us so we can review the issue.

DAMAGED OR DEFECTIVE ITEMS

If your order arrives damaged or defective, please contact us within 7 days of delivery. Include your order number and clear photos or videos showing the issue. We will review your request and, when appropriate, provide a replacement or refund.

WRONG ITEM

If you receive an item different from what you ordered, contact us within 7 days of delivery with your order number and photos of the item received. We will review the issue and provide an appropriate solution.

CHANGE OF MIND

Because our products are shipped directly from our suppliers, we generally do not accept returns simply because a customer changes their mind, orders the wrong item, or no longer wants the product.

LOST OR UNDELIVERED ORDERS

If tracking shows that an order has been delivered but you cannot locate it, please contact the shipping carrier first. If your order is lost in transit or cannot be delivered, contact us and we will review the shipment status and available options.

REFUNDS

If a refund is approved, the refund will be issued to the original payment method. Processing times may vary depending on the payment provider.

CONTACT US

For questions about returns, refunds, damaged items, or incorrect orders, please contact us through the Contact page of our website and include your order number.