Honest Paws generally offers a 30-day money-back guarantee for purchases, designed to support customer satisfaction if a product is not a fit. The return window is typically measured from the purchase date, so it helps to review the order confirmation email and note the date the order was placed. For the smoothest outcome, keep the order number available and be prepared to share the reason for the return or exchange when contacting support. Returns and exchanges are handled through customer service rather than an automated self-serve portal, so initiating the request through the official contact channel is the most reliable starting point.
For orders that need to be changed or canceled, timing matters. Orders are processed quickly after being placed, and cancellation or change requests are generally expected within a short window (commonly within 30 minutes of placing the order). After that point, the order may already be in fulfillment and may ship as submitted. If an order has already shipped, a return can still be requested within the return window, but additional fees may apply for return shipping and processing. When planning a return, it is useful to confirm whether the item must be sent back and whether a tracking number is required before a refund or exchange is finalized.
Refunds and exchanges typically require contacting customer support by phone or email. When reaching out, include the order number, the item(s) involved, and a clear description of the issue (for example, the product was not suitable for the pet, the wrong item was received, or the product arrived damaged). If the request involves a damaged shipment, taking photos of the product and packaging can help document the condition and speed up resolution. Once the return is approved, the item may need to be shipped back to the designated return address provided by the brand. Keeping the carrier receipt and tracking details is a practical way to confirm the package was sent and delivered.
After the returned package is received (or after tracking information is provided, depending on the situation), customer service typically confirms the next step—either issuing a refund or arranging an exchange. Refund timing can vary by payment method and bank processing, so it is normal for the refund to take additional business days after approval to appear on the original payment method. If a return shipping and processing fee applies, that amount may be deducted from the refund total. For purchases made through an authorized retailer rather than directly from the brand’s website, returns are generally handled by the retailer, often within a similar 30-day period, and a store receipt is usually required. For any questions about eligibility, fees, or the correct return address for a specific order, customer service can confirm the applicable details before anything is mailed back.
