Refund policy

Order Cancellation & Return Policy

All of our products are printed on demand, meaning they are made specifically for you once you place an order. Because of the custom nature of our products, we do not accept returns for buyer's remorse, such as choosing the wrong size, color, or changing your mind.

However, we stand behind the quality of our products. If you receive an item that is defective, damaged, or if you receive the wrong item, we will gladly offer a free replacement or a refund.

Damages and Issues (30-Day Policy)
Please inspect your order upon reception. If the item is defective, damaged, or if you receive the wrong item, you have 30 days from the date of delivery to contact us for a resolution. Please email us immediately at info@rootspaws.com with photos of the issue. Our support team will review your photos and immediately begin processing your replacement or refund.

Exceptions / Non-returnable items
Certain types of items cannot be returned, specifically custom products (such as special orders or personalized items). Since all items at Roots & Paws Co. are made to order, they fall under this category.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you generally have the right to cancel or return your order within 14 days. HOWEVER, this right does NOT apply to goods that are made to the consumer's specifications or are clearly personalized. Therefore, customized items purchased from Roots & Paws Co. are exempt from the Right of Withdrawal and cannot be returned unless defective.

Refunds
If a refund is approved due to a defect or error on our part, 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 info@rootspaws.com.

Phone Support: +1 (307) 381 8797 (Available 9 AM - 5 PM EST)

The "Returnless Refund" Process
To minimize environmental impact and provide the fastest resolution for our customers, you do not need to physically return the defective item to us.

To initiate a claim, please follow these steps:
1. Email our support team at info@rootspaws.com within 30 days of delivery.
2. Include your official Order Number in the subject line.
3. Attach clear, high-quality photographs demonstrating the exact defect or damage.

Upon verification of the defect, we will immediately issue a full refund to your original payment method or dispatch a free replacement. You may keep or responsibly dispose of the defective item.

Administrative & Dispute Address
While physical returns of defective merchandise are not required under our Returnless Refund policy, formal written correspondence and administrative inquiries regarding consumer rights may be directed to our operations center at:

Roots & Paws Co. LLC (Operations Center)
GUNESTEPE MAH. 771. SOK 5 A 18 OSMANGAZI, BURSA 016010 Turkey