Refund policy

30-Day Return Policy (Unopened Items)

We want both you and your cat to love mealtime! We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Because the PawperTube is designed to be in direct contact with pet food and your cat's mouth, we can only accept returns for items that are completely unused and in their original condition. You may also need the receipt or proof of purchase. 

To start a return, please contact us at pawpertube@gmail.com with your order number. If your return is accepted, we will provide instructions on how and where to send your package. Please note that customers are responsible for paying all return shipping costs. Items sent back to us without first requesting a return will not be accepted.

The 30-Day Happiness Guarantee (Used Items)

Cats can be skeptical creatures! We highly recommend giving them a few days to get used to their new hunting game using the easy introduction tips found on our website.

For the health and safety of all pets, we cannot accept physical returns of used PawperTubes. However, if your cat has tried the puzzle and simply isn't engaging, please reach out to our team at pawpertube@gmail.com within 30 days of delivery. We are dedicated to feline enrichment and will work with you directly to find a stress-free solution, such as customized training tips or store credit.

Damages, Defects, and Normal Wear & Tear

Please inspect your order upon receipt and contact us immediately if the item is defective out of the box, damaged during transit, or if you received the wrong item so that we can evaluate the issue and make it right.

Please Note: The PawperTube is an eco-friendly, plastic-free product made from rigid paper. It is designed for interactive enrichment, and physical breakdown (such as dents, chewing, scratching, or tearing) overtime is a normal part of the product's intended lifecycle. Normal wear and tear, pet destruction, or damage caused by moisture/soiling does not constitute a "manufacturing defect" and is not eligible for a refund.

Exceptions / non-returnable items
Unfortunately, we cannot accept returns on sale items or gift cards.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at pawpertube@gmail.com.