Refund policy
Return & Refund Policy
We want you to love your TotoPaw order. If something isn't right, here's how we can help.
Returns You may request a return within 30 days of receiving your order. Items must be unused, in original packaging, and in the same condition you received them.
How to Start a Return Email us at salestotopaw@gmail.com with your order number and reason for return. We'll provide instructions on next steps.
Refunds Once your return is received and inspected, we'll notify you of approval status. Approved refunds are processed to your original payment method within 5–10 business days.
Damaged or Incorrect Items If your item arrives damaged or isn't what you ordered, contact us within 7 days of delivery with a photo of the item, and we'll send a replacement or full refund at no extra cost.
Non-Returnable ItemsÂ
- Used or opened items where hygiene is a concern (e.g. grooming tools that touch the pet directly, like brushes or nail clippers, if returned used)
- Custom or personalized items (if you ever sell anything engraved/monogrammed)
- Clearance or final sale items (if you run any sales tagged as final sale)
- Items damaged by misuse (not defective on arrival, but broken through normal wear or misuse)
- Opened consumables — if you ever sell things like treats, supplements, or grooming sprays, these usually can't be returned once opened for health/safety reasons
Late or Missing Refunds If you haven't received a refund yet, first check your bank/card statement, then contact your payment provider — processing times vary. Still an issue? Email us at salestotopaw@gmail.com.