Refund policy

Refund & Return Policy

Last Updated: October 11, 2026

At AeroPaws®, we want you and your pet to have a positive experience with our products. If you are not satisfied with an eligible purchase, you may request a return or refund in accordance with the policy below.

30-Day Returns

You can return unopened, unused products in their original packaging within 30 days of delivery for a full refund of the product price. To start a return, email support@aeropaws.co with your order number and we will send you the return address and instructions.

Approved refunds are issued to your original payment method within 5 business days of us receiving and inspecting the return. Return shipping is paid by the customer unless the item arrived damaged, defective or incorrect. For hygiene reasons, opened oral-care, grooming and supplement products can't be returned unless they arrived damaged, defective or incorrect.

If an item arrives damaged, defective or incorrect, email us within 14 days of delivery with your order number and a photo, and we will send a free replacement or a full refund.

Subscribe & Save: you can skip, pause or cancel your subscription at any time before your next billing date. Each subscription delivery is covered by this same 30-day return policy.

Returns & Refunds

To be eligible for a return:

The product must be unused, unopened, undamaged, and in its original condition and packaging, unless the product arrived damaged, defective, or incorrect.
All original packaging, accessories, components, and promotional items included with the product should be returned where applicable.
You must contact AeroPaws® customer support before returning a product. Please do not send products back without receiving return instructions from us.
When requesting a return, please provide your order number, reason for the return, and photographs or video where necessary.
Once your return request has been reviewed and approved, we will provide you with the appropriate return instructions and return address.
Products returned without authorization or products that do not meet our return requirements may not qualify for a refund.

Pet-Care & Hygiene Products

Because AeroPaws® sells pet-care and hygiene products, certain products cannot generally be returned after they have been opened, used, or unsealed for health, hygiene, and safety reasons.

This may include oral-care products and other products that come into direct contact with your pet.

However, if your product arrived damaged, defective, incorrect, or otherwise qualifies for a remedy under applicable consumer law, please contact us so we can review the issue.

Damaged, Defective or Incorrect Products

Please inspect your order when it arrives.

If you receive a product that is damaged, defective, incorrect, incomplete, or materially different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

Your order number
A description of the issue
Clear photographs or video of the product
Photographs of the packaging where applicable

Please keep the affected product and its original packaging while your claim is being reviewed.

If your claim is approved, we may provide a replacement, refund, or other appropriate resolution.

Return Shipping

Unless your product arrived damaged, defective, incorrect, or otherwise qualifies for free return shipping under applicable law, customers may be responsible for the cost of return shipping.

We strongly recommend using a trackable shipping service when returning an eligible product.

AeroPaws® cannot guarantee receipt of return packages sent without tracking.

Original shipping charges are generally non-refundable unless otherwise required by applicable law or the return resulted from an error on our part.

Change-of-Mind Returns

If you change your mind about your purchase, please contact us before returning the product.

An eligible change-of-mind return may be accepted if the product remains unopened, unused, undamaged, and in its original packaging.

For health and hygiene reasons, opened or used pet-care products are generally not eligible for change-of-mind returns.

Customers may be responsible for return shipping costs associated with change-of-mind returns.

Refunds

Once we receive your approved return, we will inspect the product.

If your return is approved after inspection, your refund will be issued to your original payment method.

You will receive confirmation once your refund has been processed.

Please note that banks, credit card companies, and payment providers may require additional processing time before the refund appears in your account.

Late or Missing Refunds

If we have confirmed that your refund was issued but you have not yet received it:

Check your bank or payment account again.
Contact your credit or debit card provider, as the refund may take additional time to appear.
Contact your bank or payment provider to determine whether the refund is still processing.

If you have completed these steps and still have not received your refund, please contact AeroPaws® customer support.

Order Cancellations

If you wish to cancel your order, please contact us as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests before an order enters fulfillment.

However, once an order has been processed, packed, or shipped, we may be unable to cancel it.

If your order has already shipped, you may need to wait until it arrives and then request an eligible return according to this policy.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address when placing an order.

If you notice an error in your shipping address, please contact us immediately.

We will make reasonable efforts to update your address before shipment, but we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

AeroPaws® is not responsible for delivery failures resulting from incorrect or incomplete shipping information provided by the customer, except where required by applicable law.

Lost or Missing Packages

If your order has not arrived within the estimated delivery timeframe or your tracking information has stopped updating for an unusually long period, please contact us.

We may investigate the shipment with the applicable shipping carrier or fulfillment provider.

If the shipment is confirmed as lost and qualifies under our policies, we may provide a replacement, refund, or other appropriate resolution.

Packages Marked as Delivered

If your tracking information shows your package as delivered but you cannot locate it, please:

Check your mailbox and surrounding delivery areas.
Ask household members or neighbors.
Check with reception or building management where applicable.
Review the tracking information for delivery notes.
Contact the shipping carrier for additional information.

If you still cannot locate your package, please contact our customer support team and we will assist you where reasonably possible.

Exchanges

Exchange availability depends on the product and circumstances.

If you receive a damaged, defective, or incorrect product and would prefer a replacement, please contact our customer support team.

Where a direct exchange is unavailable, we may provide another appropriate resolution in accordance with this policy.

Sale & Promotional Items

Products purchased during sales or promotional events remain subject to this Refund & Return Policy unless they were clearly identified as Final Sale or Non-Returnable before purchase.

Any approved refund will be based on the actual amount paid for the product after discounts or promotional offers.

Refund Payment Method

Approved refunds will generally be returned to the original payment method used for the purchase.

We cannot normally redirect a refund to another card, bank account, or payment method.

Abuse of the Return Policy

AeroPaws® reserves the right to refuse a return or refund where we reasonably identify fraudulent activity, falsified claims, product tampering, repeated abuse of this policy, or other misuse of our return process, subject to applicable law.

Consumer Rights

Nothing in this Refund & Return Policy is intended to exclude, restrict, or limit any consumer rights that cannot legally be excluded or limited.

Where applicable consumer protection laws provide greater rights than this policy, those legal rights will apply.

Changes to This Policy

We may update this Refund & Return Policy periodically to reflect changes to our products, fulfillment processes, business practices, or legal requirements.

The latest version will be available on aeropaws.co.

Contact Us

If you have questions about a return, refund, damaged product, cancellation, or existing order, please contact us:

AeroPaws®
Address: 28160 Beaumont Rd, Bonita Springs, FL 34135, United States
Website: aeropaws.co
Email: support@aeropaws.co

When contacting us regarding an existing order, please include your order number so we can assist you efficiently.