Refund policy

Last Updated: October 12, 2026

At The Upper Paw, we want you to feel confident when shopping for dog harnesses, dog clothing, pet accessories, and other pet-related products. If you are not satisfied with your purchase, you may request a return within 30 days of delivery, subject to the conditions outlined in this policy.

This policy applies to purchases made directly through our online store.

1. 30-Day Return Period

You may request a return within 30 days from the date your order is delivered.

To be eligible, you must contact our customer service team within this period and receive return instructions before sending the product back.

Returns requested after the 30-day period may not be accepted, except where required by applicable law.

2. Return Eligibility

To qualify for a return, products must generally be:

  • Unused and in original, resalable condition.

  • Free from damage, dirt, fur, odors, and signs of wear.

  • Returned with original packaging, tags, accessories, and included components, where applicable.

Dog Harnesses and Dog Clothing

Please check the size, fit, and product details carefully before use.

Harnesses and clothing may be tried on gently indoors to check sizing, provided they remain clean, undamaged, and in resalable condition. Products that have been worn outdoors, used on a dog beyond a brief fitting, washed, or soiled may not qualify for a change-of-mind return.

Pet Accessories and Other Products

Pet accessories and other eligible products must be unused and in resalable condition. Products that have been used, damaged, washed, or altered may not qualify for a return.

For hygiene and safety reasons, certain products may be ineligible for return once opened or used, where permitted by applicable law. This does not affect your rights regarding defective or incorrectly supplied products.

3. How to Request a Return

Before returning an item, contact our customer service team:

Email: support@theupperpaw.shop
Phone: +1 214-760-9991

Please provide:

  • Your order number.

  • The product you wish to return.

  • The reason for the return.

  • Clear photos, if the product is damaged, defective, or incorrect.

Our team will review your request and provide return instructions if your return is eligible.

Please do not send products to our business address without receiving return instructions first. Your return may need to be sent to a designated return location.

4. Return Shipping Costs

For returns due to a change of mind, incorrect size selection, or personal preference, customers are generally responsible for return shipping costs, unless otherwise required by applicable law.

Original shipping charges, if any, are generally non-refundable for change-of-mind returns, where permitted by law.

If a product arrives damaged, defective, or incorrect, contact us before returning it. We will review the issue and provide appropriate instructions. Where the issue is our responsibility, we will arrange an appropriate resolution, including applicable return shipping costs where required. Zero Restocking Fee.

5. Refunds

Once your returned product is received, we will inspect it to confirm that it meets the return conditions.

If your return is approved, your refund will generally be processed within 5 business days after approval.

Approved refunds will normally be issued to your original payment method. The time it takes for the funds to appear in your account depends on your bank, card issuer, or payment provider.

If a return is not approved, we will notify you of the reason and explain any available options.

6. Damaged, Defective, or Incorrect Products

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as possible at:

support@theupperpaw.shop

Please include your order number, a description of the issue, and clear photos of the product and packaging where possible.

After reviewing the issue, we may offer an appropriate resolution, such as a replacement, refund, or other remedy, depending on the circumstances and applicable law.

Please contact us before sending the product back. We will provide instructions for the next steps.

7. Order Cancellations

If you need to cancel an order, contact us as soon as possible at support@theupperpaw.shop.

We will make reasonable efforts to accommodate cancellation requests received before the order enters processing or shipment. However, cancellation cannot be guaranteed once an order has been processed or dispatched.

If your order has already shipped, you may request a return under this policy once the product is delivered, subject to the applicable return conditions.

8. Exchanges

If you need a different size, color, or product, please contact our customer service team.

Exchanges are subject to product availability and approval. If an exchange cannot be arranged, you may request a return for a refund if the product meets the return eligibility requirements.

9. Contact Us

For questions about returns, refunds, exchanges, or order cancellations, please contact:

The Upper Paw

2809 Commerce St
Dallas, TX 75226
United States

Email: support@theupperpaw.shop
Phone: +1 214-760-9991

Customer Service Hours — Central Time (CT)

  • Monday–Tuesday: 10:00 AM–8:00 PM

  • Wednesday–Thursday: Closed

  • Friday–Saturday: 10:00 AM–8:00 PM

  • Sunday: 11:00 AM–6:00 PM

We aim to respond to customer inquiries during our stated customer service hours.

Nothing in this Return & Refund Policy is intended to limit or exclude consumer rights or remedies that cannot legally be excluded under applicable law.