Refund policy
Last updated: July 21, 2026
At Pawkk (operated by SBSCOMMERCE LLC), we want you and your pet to be happy with every order. If something isn't right, we're here to help. This policy explains how returns, replacements, and refunds work.
Return Window
You have 14 days from the date your order is delivered to request a return. To be eligible, your return request must reach us within this 14-day window. Requests made after 14 days, unfortunately, cannot be accepted.
Items Eligible for Return
To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. We may decline returns for items that show signs of use, damage caused after delivery, or that are returned without prior approval.
How to Start a Return
All returns must be approved by our team before any item is sent back. To start a return, email us at help@pawkk.com with the subject line "Return Request – [Your Order Number]".
Please include your order number and the reason for the return, along with a photo if the item arrived damaged or incorrect. Our support team will review your request and reply with the next steps, including the return address and any details you'll need.
Please do not ship any item back before receiving confirmation and instructions from our team. Items returned without prior approval may not be processed.
Return Shipping Costs
If you are returning an item because you changed your mind or no longer want it, you are responsible for the cost of return shipping.
If the item arrived damaged, defective, or incorrect, we will cover the return shipping or arrange a solution at no cost to you — see "Damaged, Defective, or Incorrect Items" below.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not what you ordered, please contact us at help@pawkk.com within the 14-day window with your order number and a photo of the issue. We'll make it right, and how we do that depends on the value of the item:
- Items under $50: For lower-value items that arrive damaged or defective, you generally will not need to ship the product back. Once we've confirmed the issue, we'll issue a refund or send a replacement — whichever you prefer.
- Items $50 and above: For higher-value items, we may ask you to physically return the product. Our team will provide the return address and shipping details by email. Once the returned item is received and inspected, we'll issue your refund or send a replacement.
In all cases where the fault is on our side, we'll cover the cost so you're not left out of pocket. This applies to all orders, including items bought on sale or with a discount, and items marked as final sale.
Optional Shipping Protection
Shipping Protection is an optional add-on offered at checkout. It primarily covers orders that are lost in transit or stolen after delivery — situations not otherwise guaranteed — with your choice of a free replacement or a full refund of the affected items. Items that arrive damaged, defective, or incorrect are always covered free of charge under the "Damaged, Defective, or Incorrect Items" section above, whether or not Shipping Protection was purchased; Shipping Protection does not replace or limit that coverage. Full details of what Shipping Protection covers and how to make a claim are set out under "Optional Shipping Protection" in our Shipping Policy. Shipping Protection is optional and does not affect any of your other rights under this policy or under applicable consumer protection law.
Discounted and Promotional Orders
Items purchased with a discount code or during a promotion are returnable under the same conditions as full-price items, unless they are specifically marked as final sale. Where a refund is due, we refund the actual amount you paid for the item, not its original or full list price. Free gifts and promotional add-ons received with an order have no cash value and are not refundable on their own; if you return the qualifying order, we may ask you to return any free gift that came with it.
Replacements
In many cases, the fastest fix is a replacement rather than a refund. Where a replacement resolves the issue and is practical for us to provide, we're happy to send one out instead of processing a return. Just let our team know your preference when you contact us.
Refunds
Once your return is approved — or, for eligible items, once we've confirmed the issue without requiring a physical return — we'll process your refund to your original payment method. Refunds reflect the actual amount you paid for the returned item. You'll receive an email confirmation when this is done.
We aim to issue approved refunds on our end within 5 to 10 business days. Once issued, it may take additional time for your bank or card provider to post the funds to your account, depending on their processing times. Refunds are always returned to the same payment method used for the original purchase; we are unable to refund to a different card, account, or payment method.
Chargebacks and Payment Disputes
If you have a question or concern about a charge, please contact us first at help@pawkk.com before filing a chargeback or dispute with your bank or card issuer. Most issues — an unrecognized charge, a delayed or missing delivery, or a damaged or incorrect item — can be resolved quickly and directly by our team, often faster than the formal dispute process.
Charges from us appear on your statement as "PAWKK", referencing SBSCOMMERCE LLC. Where we hold evidence that an order was placed, authorized, and fulfilled, or that a refund or replacement was already offered or provided, we reserve the right to respond to a dispute with that evidence. Nothing in this section limits any rights you may have under applicable consumer protection law or your card network's rules.
Non-Returnable Items
Some items are not eligible for return. These include:
- Items that are not in their original condition, or that are damaged due to misuse after delivery;
- Items returned outside the 14-day window;
- Items that, for hygiene or safety reasons, cannot be returned once opened or used;
- Items clearly marked as "Final Sale" or "clearance" on their product page at the time of purchase;
- Free gifts, promotional add-ons, and gift cards.
Please note: even where an item is final sale or non-returnable, if it arrives damaged, defective, or is not what you ordered, you are still entitled to a replacement or refund as described in the "Damaged, Defective, or Incorrect Items" section above. Nothing in this policy limits any rights you may have under applicable consumer protection law. If your item falls into one of these categories, we'll let you know when you contact us.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at help@pawkk.com. We'll do our best to cancel before the order is processed for shipping. Once an order has been dispatched, it can no longer be cancelled, but you may request a return once it arrives.
Contact Us
For any questions about returns or refunds, reach out to our support team:
Email: help@pawkk.com
Phone: +1 (512) 678-6514
SBSCOMMERCE LLC
30 N Gould St Ste N
Sheridan, WY 82801
United States
Our support team is available Monday through Friday during standard business hours, and we aim to respond to every request as quickly as possible.