Refund policy

Last updated: October 6, 2026. This policy applies to purchases and pre-orders made at shop.italianpaws.com from Italian Paws LLC.

1. Cancelling a pre-order

When you pre-order, your payment method is saved at checkout and charged only when your order ships. You may cancel a pre-order at any time before it ships, for any reason, at no cost. To cancel, email info@italianpaws.com with your order number. We will confirm the cancellation by email. Because you have not been charged, no refund is needed.

If we cannot ship your order by the expected ship date, we will email you before that date with a revised date and your right to cancel. See the Shipping Policy for details.

2. Returns within 30 days

You may return any product within 30 days of delivery for a full refund of the price you paid for it, plus any sales tax charged on it, if:

the jar is unopened, with its safety seal intact and in its original condition; and
you email info@italianpaws.com with your order number before sending it, so we can give you the return address and instructions.

For safety and hygiene reasons, we cannot accept returns of opened products, except under section 4.

3. Return shipping costs

You pay the cost of shipping a return to us, and original shipping charges are not refunded, except under section 4. We recommend a trackable service: we can only refund returns we receive.

4. Damaged, defective or incorrect items

If your order arrives damaged, defective, or is not what you ordered, email info@italianpaws.com within 14 days of delivery with your order number and a photo of the item and packaging. We will, at your choice, send a replacement or give you a full refund, including original shipping, at no cost to you. If we need the item back, we will send you a prepaid return label.

5. How and when refunds are paid

We will email you when we receive and inspect your return. Approved refunds are issued to your original payment method within 5 business days of approval. Your bank or card issuer may take additional time to post the credit. If you have not received it within 10 business days, contact us.

6. Exchanges

To exchange a product, return the unopened item under section 2 and place a new order.

7. If your dog has a reaction

If your dog shows an unexpected reaction, stop using the product and contact your veterinarian. Please also tell us at info@italianpaws.com. You may also report it to the US Food and Drug Administration's Center for Veterinary Medicine.