Help
Returns and refunds
Most orders arrive exactly as they should, and when one doesn't, we'd rather make putting it right simple than make you argue for it.
Starting a return
Write to help@fondpaws.com with your order number and a line about what you'd like to send back. We'll reply with the next steps and the address to use. Please keep the bottle and its packaging until we've confirmed everything — it makes the trip back easier for everyone. There's no special form to find; one clear email is enough.
How long you have
If you're unsure which date starts the count, or you're near the end of it, write to us anyway — we'll check your order and tell you plainly where you stand. Hesitating shouldn't decide whether you ask.
What gets refunded
When a return comes back to us within the window and in the condition it left, we refund what you paid for the item itself, in US dollars, to the way you originally paid. We'll email you when the return reaches us and again when the refund has been issued, so you always know which step it's on.
When a return doesn't fit the usual path
Some situations aren't a standard return, and they don't need to be. If a bottle arrived damaged, if we sent the wrong thing, or if your order never showed up, tell us what happened — a photo helps when there's something to photograph. Cases like these are read by a person, not sorted by a rule, and we'll work out the fairest way forward with you directly.
How long it takes
A refund has two parts: the trip back to us, and the checking and issuing on our side. The first depends on the post; the second begins the moment your parcel reaches us. We'll email you at each step, and if you ever want to know where things stand, one short message is enough — you won't have to chase.