Our promise & help

What we make right

• Your order arrives damaged or broken.
• It doesn't work the way its product page says.
• You received the wrong item, or a part is missing.
• It gets lost on the way (tracking stops and the carrier can't find it).

How to get help

1. Message us through our contact page or email support@stillandpaw.com within 14 days of delivery.
2. Add your order number and a photo or short video of the issue, so we can fix it on the first try.
3. We make it right with you, for example with a replacement or the missing part.

Fit and your pet's first days

Every product page shows exact sizes in inches and cm, who it suits and what to check first, and many have a step-by-step first-week plan to get your pet used to it.

Change-of-mind returns

We don't accept change-of-mind returns. Once a litter box, bed or brush has been in a home, it can't go on to another pet, and covering that loss would raise every price. That's why we put the work in before you buy.

Cancelling an order

You can cancel any order that hasn't shipped yet. Email us your order number with the word "Cancel" and we'll cancel it and return your payment. Orders usually ship within 1–3 business days, so write as soon as you can.

Timing

Once we've agreed how to make it right, any money due goes back to your original payment method within 10 business days. Your bank may take a few extra days to show it.

Not covered

• Change of mind, for example a different size, colour or style.
• Damage that happens after delivery, including normal wear, misuse or chewing.
• Items sent back without our approval. Please contact us first.
• Reports made more than 14 days after delivery are looked at case by case.

Your rights

This promise is in addition to any rights you have under the consumer laws of your state. Please contact us before opening a payment dispute. We can usually sort it out faster together.