Refund policy
Last updated: September 22, 2026
We want you and your pet to be happy with your order. If something isn't right, email us at support@bitsypaws.com and we'll sort it out.
30-day returns
You can return most items within 30 days of delivery. To be accepted, the item needs to be:
- unused, apart from briefly trying it on your pet to check the fit;
- clean, undamaged and free of pet hair;
- in its original packaging, where possible.
How to start a return
- Email support@bitsypaws.com with your order number and the reason for the return. Photos help us process it faster.
- We'll reply within 2 business days with the return address and instructions. Please don't send anything back before you hear from us, because returns sent to the wrong address can't be processed.
- Send the item back with a tracked shipping service and email us the tracking number.
Return shipping costs are paid by the customer, unless the item arrived damaged, faulty or wrong (see below).
Damaged, faulty or wrong items
If your order arrives damaged, faulty, or isn't what you ordered, email us within 7 days of delivery with your order number and a photo of the item and packaging. We'll send you a free replacement or give you a full refund. In most cases you won't need to send the item back.
Wrong size
If the costume doesn't fit, we're happy to help you get the right size. Email us within 30 days of delivery. You can return the item for a refund following the steps above and then place a new order in the size you need, which is the fastest way to get the right one in time.
Items we can't accept back
- Items that have been worn for long periods, washed, chewed, scratched or otherwise damaged by a pet.
- Items returned more than 30 days after delivery.
Refunds
Once we receive and check your return, we'll email you to confirm your refund. Payments in our store are processed by Western Bid, Inc., our Merchant of Record, so your refund is issued by Western Bid to your original payment method (card or PayPal). Please allow 5–10 business days for it to appear, depending on your bank or PayPal.
Original shipping charges, if you paid any, are not refundable unless the item was damaged, faulty or wrong.
Cancelling an order
You can cancel your order free of charge within 12 hours of placing it by emailing us. After that your order may already be on its way to fulfillment. If it has shipped, you can still return it under this policy once it arrives.
Late or missing refund
If you haven't received your refund after 10 business days, first check with your bank or PayPal, as processing times vary. If it still hasn't arrived, email us and we'll look into it.
Please contact us before opening a dispute with your bank or PayPal. We can almost always fix the problem faster directly.
Contact
BitsyPaws Email: support@bitsypaws.com