PawlyCozy™ Pet Carrier Backpack

Questions, feedback or need more information?

If you have any questions about your order, our products, or need assistance after your purchase, please contact us at support@chewpie.com. When contacting us about an order, please include your name and order number. Photos or videos may be requested if you need assistance with a product issue.

Customer Service - Hours of Operation:
Monday through Friday: 9:00 AM to 5:00 PM
Saturday: 10:00 AM to 6:00 PM
Sunday: Closed

Frequently Asked Questions:

Q: How long will it take to receive my package?
A: Orders are typically processed within 1–3 business days. Once shipped, estimated delivery is 6–10 business days within the USA and 8–15 business days for other destinations. Tracking information will be provided once your order has been dispatched.

Q: What is your return policy?
A: Return requests may be made within 30 days of receiving your order, subject to our return eligibility requirements. Once your return is received and inspected, we will process the applicable refund.

Q: How can I contact you regarding my order?
A: You can contact our customer support team at support@chewpie.com. Please include your order number so we can assist you as quickly as possible.

RETURNS

To be eligible for a return, please contact us within 30 calendar days of receiving your order.

Returned items must be:

• In the same condition as received
• Unused and free from damage
• Returned with the original packaging and accessories, where applicable
• Accompanied by proof of purchase

For returns that are not related to a product quality issue, the customer is responsible for the return shipping cost.

If an item is damaged during return shipping due to insufficient packaging, a deduction of 30%–70% may apply depending on the severity of the damage.

RETURN PROCESS

To start a return, please contact our customer support team at support@chewpie.com first. Do not send the item back without receiving return instructions from us.

After your return request is reviewed and approved, we will provide the return address and detailed return instructions.

Please securely package the item to prevent damage during transportation and include your order information or proof of purchase.

If the return is due to a defective, damaged, or incorrect item received, Chewpie will cover the reasonable return shipping cost.

For returns due to personal preference or other non-quality-related reasons, the customer is responsible for the return shipping cost.

Return Address

Country: China
Province: Shanghai
City: Shanghai
Address: No. 62, Jinwen Road, Pudong New District, Shanghai, China
Contact: Li Tingting
Postal Code: 201200
Phone: +86 173 1795 9291

REFUNDS

Once we receive your returned item, we will inspect it to confirm that it meets the return requirements.

After the return has been received and verified, the refund will normally be processed within 3 business days.

The refund will be issued to the original payment method used for the order.

Depending on your payment provider or financial institution, it may take additional time for the refund to appear in your account.

For orders paid through Klarna, the refund will be processed through Klarna using the original payment method. The total processing time may take approximately 7–14 business days, depending on the payment provider and Klarna.

After the refund has been issued, there may be a delay before it appears on your Klarna statement. This is normal and no further action is required.

DEFECTIVE OR DAMAGED ITEMS

If your item arrives defective, damaged, or with missing parts, please contact us as soon as possible at support@chewpie.com.

To help us resolve the issue quickly, please provide:

• Your order number
• Clear photos of the item
• Photos of the damaged or defective area
• Photos of the package received
• A short video, if necessary, showing the issue

After reviewing the information, we may offer a repair, replacement, or refund, depending on the circumstances.

For confirmed defective, damaged, or incorrect items, Chewpie will cover the reasonable return shipping costs.

CANCELLATIONS

Orders can be canceled if the cancellation request is submitted before the order has been shipped.

Orders are typically processed within 1–3 business days, so please contact us as soon as possible if you wish to cancel your order.

Once an order has been shipped, cancellation may no longer be possible.

NON-RETURNABLE ITEMS

The following items are generally not eligible for return or exchange:

• Perishable goods
• Underwear or intimate products
• Gift cards
• Custom or personalized products
• Digital products

If you are unsure whether your item qualifies for a return, please contact support@chewpie.com before sending the item back.

RETURN SHIPPING COSTS

For quality-related returns, including defective, damaged, or incorrect items, Chewpie will cover the reasonable return shipping costs.

For non-quality-related returns, such as a change of mind or personal preference, the customer is responsible for the return shipping costs.

Estimated Return Shipping Costs

Typical international return shipping costs may range from approximately $15–$60+ USD.

Actual costs vary depending on the carrier, package size and weight, shipping destination, and shipping speed. Large or heavy packages may incur higher shipping costs.

These figures are provided for reference only. The final shipping cost is determined by the carrier.

CUSTOMER SUPPORT

If you have any questions regarding our Return & Refund Policy or need assistance with a return, please contact:

Email: support@chewpie.com

When contacting us about a return or refund, please include your order number and relevant photos or videos when applicable.

Our customer support team will provide the necessary return instructions and assist you throughout the process.