Refund policy
Refund & Return Policy — SpiderPaws
We want you and your pet to love your SpiderPaws costume. If something isn't right, here's exactly how returns and refunds work.
Return Window
You have 14 days from the delivery date to request a return. Requests made after this window cannot be accepted.
Eligibility Requirements
To qualify for a return, your item must be:
- Unused, unworn, and unwashed
- In its original packaging, with all tags attached
- Free of pet hair, odor, stains, or damage
- Accompanied by your order number
Costumes that show signs of wear, chewing, pet hair, or odor cannot be accepted for hygiene and resale reasons and will be returned to the customer at their expense.
How to Start a Return
- Email pawspiderteam@hotmail.com with your order number and a clear photo of the item within the 14-day window.
- Our team will review your request and, if eligible, send you a Return Authorization along with the return address.
- Items sent back without a Return Authorization will not be accepted.
Return Shipping
Return shipping costs are the customer's responsibility. We recommend using a trackable shipping method — SpiderPaws is not responsible for return packages lost or damaged in transit.
Restocking Fee
A 15% restocking fee applies to all approved returns to cover inspection and repackaging costs, unless the item arrived defective or incorrect (see below).
Refunds
Once your return is received and inspected, we'll notify you by email. Approved refunds are issued to your original payment method within 7–10 business days. Please note your bank or card provider may take additional time to post the refund.
Damaged, Defective, or Incorrect Items
If your item arrived damaged, defective, or different from what you ordered, contact us within 48 hours of delivery with photos of the item and packaging. In these cases, the restocking fee is waived and we'll cover return shipping.
Non-Returnable Items
- Items purchased on final sale or clearance
- Gift cards
- Items returned after the 14-day window