Refund policy
Returns & Refund Policy
Last updated: September 2026
We want you to be happy with your purchase from Open Road Paws. If something isn’t right, please contact us and we’ll do our best to help.
30-Day Return Policy
You may request a return within 30 days of receiving your order.
To be eligible for a return, the item must be unused, in its original condition, and include all original accessories and packaging.
To start a return, please contact us at support@openroadpaws.com before sending anything back.
Returns sent without prior authorization may not be accepted.
Change of Mind Returns
If you simply change your mind or no longer want the product, return shipping costs are the responsibility of the customer.
Original shipping costs, if applicable, are non-refundable.
We strongly recommend using a tracked shipping service when returning an item.
Damaged, Defective or Incorrect Items
Please inspect your order when it arrives.
If your product is damaged, defective, or you receive the wrong item, contact us as soon as possible at support@openroadpaws.com.
Please include:
- Your order number
- A description of the issue
- Clear photos or video showing the problem
Once the issue has been reviewed, we may offer a replacement, partial refund, or full refund depending on the circumstances.
You will not be required to pay return shipping when the issue is caused by a defective, damaged, or incorrectly supplied product unless otherwise agreed with you in advance.
Non-Returnable Items
We cannot accept returns for:
- Items that show signs of use, damage, excessive pet hair, stains, or misuse
- Items missing original components or accessories
- Items returned more than 30 days after delivery
- Items sent back without prior return authorization
This does not affect any rights you may have regarding defective or incorrectly supplied products.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be issued to your original payment method.
Please allow several business days for your bank or payment provider to process and display the refund after it has been issued.
Order Cancellations
If you need to cancel or change your order, contact us as soon as possible at support@openroadpaws.com.
We will try to accommodate your request, but once an order has entered processing or has shipped, we may no longer be able to cancel or modify it.
Packages Marked as Delivered
If tracking shows that your package was delivered but you cannot locate it, please first check around your property, with household members or neighbors, and with the delivery carrier.
If the package still cannot be found, contact us and we will review the case.
Contact Us
For any return or refund questions:
Open Road Paws
Email: support@openroadpaws.com