Refund policy

Returns & Refund Policy

We want you to be happy with your order from Toby’s Paws.

If your item arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with photo or video evidence. We will arrange a replacement or refund where appropriate.

If your order is lost in transit or tracking has not updated for more than 30 days, please contact us and we will investigate the issue with our fulfilment partner.

Please note:

- We do not accept returns for change of mind or unwanted items.
- Returns to our fulfilment warehouse in China are not recommended due to high international shipping costs.
- Customers are responsible for any return shipping costs unless the item is faulty, damaged, or incorrect.

To request support, please contact us with:
- Your order number
- A description of the issue
- Relevant photos or videos

We are always happy to help and will do our best to resolve any issues quickly.