Last updated: July 15, 2026
At The Ever Paw, many of our products are personalized, custom-made, or created especially for an individual customer. We carefully review each order before shipment and want you to feel confident when purchasing from us. This policy explains when returns, refunds, exchanges, and cancellations may be available. Nothing in this policy limits any mandatory consumer rights that apply under the laws of the customer’s country or region.
We accept eligible returns of non-personalized, standard products when you contact us within 14 calendar days of delivery.
After your return request has been approved, the item must be shipped back within 14 calendar days of receiving our return instructions.
To qualify for a return, the item must be:
Items that do not meet these conditions may be refused or may qualify only for a reduced refund where permitted by applicable law.
Because our orders are shipped internationally, customers are encouraged to review product dimensions, materials, personalization options, and estimated delivery times carefully before purchasing.
Please do not send any item back without first contacting us and receiving return authorization and return instructions.
Personalized and custom-made products are created specifically using information, images, text, names, dates, measurements, colors, designs, or other instructions submitted by the customer.
These products may include, but are not limited to:
Because these products are made specifically for one customer and generally cannot be resold, they are not eligible for return, exchange, or refund due to a change of mind, except where required by applicable law.
Reasons that generally do not qualify for a return or refund include:
However, we will provide an appropriate solution if a personalized item:
Customers are responsible for reviewing all submitted names, dates, spelling, photographs, addresses, sizes, colors, and personalization instructions before placing an order.
Where a customer-submitted error is identified before production has been completed, we may be able to offer a paid correction, remake, or other solution. Availability and cost will depend on the production stage and cannot be guaranteed.
If you wish to cancel an order, please contact us at support@theeverpaw.com within 6 hours of placing the order.
Orders canceled within this period may qualify for a full refund if:
Submitting a cancellation request within six hours does not guarantee cancellation. Some orders may enter processing or production shortly after payment is received.
Once materials have been purchased, a supplier order has been placed, personalization has begun, artwork has started, or other irreversible costs have been incurred, the order may no longer be canceled for a full refund.
At our discretion, we may offer a partial refund after deducting reasonable costs already incurred in fulfilling the order, including where applicable:
The amount of any partial refund will depend on the product and the stage of production. A partial refund is not guaranteed once custom production has begun.
Orders that have already been shipped cannot be canceled.
Please inspect your order as soon as it is delivered.
If an item arrives damaged, defective, materially different from its description, or different from what you ordered, contact us within 7 calendar days of delivery at:
Please provide:
Please keep the item and all original packaging until we have completed our review. The shipping carrier or production partner may require additional evidence.
After reviewing the claim, we may provide one or more of the following remedies, as appropriate:
Where a remake or replacement fully resolves the problem, a separate refund may not also be available unless required by applicable law.
We may not require an international return when photographic evidence is sufficient and the cost of returning the item would be unreasonable. In some cases, however, we may require the item to be returned before issuing a replacement or refund.
If the issue is confirmed to have resulted from our error, a manufacturing defect, or shipping damage, The Ever Paw will cover reasonable authorized return shipping costs where a return is required.
The following are generally not considered defects:
Claims may be denied where the evidence reasonably indicates misuse, accidental damage, alteration, inconsistent information, or other circumstances unrelated to a product or fulfillment error.
We reserve the right to request additional photographs, video, packaging evidence, or other reasonable information before approving a claim. Fraudulent or intentionally misleading claims may be refused and may be reported to the relevant payment provider or authorities where appropriate.
This does not affect any mandatory consumer rights.
Unless required by applicable law, the following items are not eligible for change-of-mind returns or exchanges:
Clearance and final-sale restrictions do not apply where the product is defective, damaged, incorrect, materially misdescribed, or where applicable law requires a return or refund.
To request a return, email support@theeverpaw.com and include:
If the return is approved, we will provide:
Do not return an item to the address shown on the original parcel without contacting us first. Our return address may differ from the original shipping or production address.
Items returned without authorization, sent to an incorrect address, or returned cash-on-delivery may be refused and may not qualify for a refund.
We currently do not accept returns at physical retail locations.
For eligible non-personalized products returned because the customer changed their mind, ordered incorrectly, or no longer wants the item:
If we confirm that an item is defective, damaged during shipping, materially misdescribed, or incorrect because of our error, we will provide an appropriate remedy.
Where a physical return is necessary, we will provide instructions and cover reasonable authorized return shipping costs. Customers should not purchase an expensive return service without our prior approval, as unauthorized shipping costs may not be reimbursed.
Customers should use a postal or courier service that provides:
“Trackable shipping” means that the parcel’s acceptance and delivery progress can be verified through the postal or courier company’s system.
Please keep the tracking number and shipping receipt until the return has been completed.
If a customer chooses an untracked return service and the parcel is lost or cannot be verified as delivered, we may be unable to issue a refund because we cannot confirm that the returned item was received.
Using tracking does not mean that every scan must appear immediately. International parcels may have gaps between tracking updates, but there should be sufficient proof that the parcel was posted and ultimately delivered.
Returned products will be inspected after delivery to the authorized return address.
We reserve the right, subject to applicable law, to reduce or refuse a refund where:
We will notify the customer if the return cannot be accepted or if a deduction is proposed.
Once an authorized return has been received and inspected, we will normally notify you of the decision within 5 business days.
If approved, the refund will be sent to the original payment method used for the order.
After we issue the refund, PayPal, the card issuer, bank, or other payment provider may require additional time to process and display the funds. Processing times are controlled by the relevant payment provider and financial institution.
For ordinary change-of-mind returns:
Original standard outbound shipping charges are generally non-refundable except:
If only part of an order is returned, the original shipping charge will generally not be refunded unless required by applicable law.
Where permitted by applicable law, reasonable deductions may be made for:
We do not charge an automatic restocking fee for eligible returns. Any deduction must relate to an identifiable loss or cost and will be explained to the customer.
Eligible non-personalized standard products may be exchanged where:
For an exchange requested because of customer preference, incorrect size selection, or change of mind, the customer is responsible for:
Because international exchanges can be slow and expensive, we may recommend returning the eligible product for a refund and placing a new order instead.
Personalized and custom-made products are not eligible for ordinary exchanges.
If we made an error or the product arrives damaged, defective, or incorrect, we will normally prioritize:
A refund may be offered where a repair, correction, remake, or replacement is not appropriate or reasonably available.
Refusing delivery does not automatically create a right to a refund.
If a parcel is refused, unclaimed, returned because of an incorrect address, or returned because customs charges were not paid:
Packages sent back without prior authorization or sent to an incorrect address may be refused, lost, or returned to the sender. The Ever Paw is not responsible for returns that do not follow the provided instructions, except where applicable law provides otherwise.
We encourage customers to contact us before opening a payment dispute so that we have an opportunity to review and resolve the issue.
Opening a chargeback does not automatically determine that a product was defective or that a refund is owed. We may provide the payment provider with relevant order records, including:
This section does not prevent a customer from exercising any lawful right to dispute an unauthorized or unresolved transaction.
For questions about returns, cancellations, damaged products, exchanges, or refunds, please contact:
The Ever Paw Customer Care
Email: support@theeverpaw.com
Please include your order number in your message so we can assist you more efficiently.
This policy does not exclude or limit any rights that cannot lawfully be excluded under applicable law.
