Dispute Policy

At Velvet Pawz, we are committed to providing exceptional service and quality products. If any concerns arise regarding your order, we encourage open communication to find the best resolution.

When to File a Dispute:

Order Not Received: If your order has not arrived within the expected timeframe, please check the tracking information. If there are delays or missing packages, contact us for assistance.

Damaged or Incorrect Item: If you receive a defective, damaged, or incorrect item, reach out to us within 7 days of delivery with photos and order details.

Refund/Return Disputes: If you believe your refund was unfairly denied, you can escalate the issue for further review.

How to Raise a Dispute:

Contact our support team via email or the Contact Form with all relevant order details and evidence (e.g., photos, tracking issues).

Our team will carefully assess your case and respond within 3-5 business days with a resolution.

If additional investigation is needed, we may liaise with our suppliers and logistics team to provide the best possible outcome.

Resolution Process:

Approved disputes may result in a replacement, refund, or store credit as applicable.

If the dispute cannot be resolved through mutual agreement, we will guide you on the next steps for further resolution.

We value transparency and fairness, and we appreciate the opportunity to resolve any concerns efficiently. Velvet Pawz is here to support you every step of the way!