Return and Refund Policy

Last updated: March 28, 2026

At FrostPaws, we want you to feel confident when ordering from us. If you are not fully satisfied with your purchase, you may request a return in accordance with the policy below.

1. Return Window

We accept eligible returns within 30 days of delivery.

2. Eligibility for Returns

To be eligible for a return, the item must:

• be requested within 30 days of delivery
• be a new product only
• be unused and not worn
• be returned in its original condition
• include the original packaging
• not be marked as final sale or non-returnable on the product page

We do not accept returns for used products, worn products, or products returned in a condition that is no longer new.

We reserve the right to refuse returns that do not meet these conditions.

3. Returns for Defective and Non-Defective Products

We accept eligible returns for both defective and non-defective products, provided the return request meets the conditions set out in this policy.

4. Return Method

Eligible returns must be sent back by mail.

Please do not return any item without contacting us first. Once your return request is approved, we will provide the return instructions.

5. Return Shipping Costs

The customer is responsible for the return shipping label and the cost of returning the item, unless otherwise required by law or unless the item arrived damaged, defective, or incorrect.

6. Restocking Fees

We do not charge a restocking fee or other return provisioning fee for eligible returns.

7. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@frostpaws.com.

Please include:

• your order number
• a brief description of the issue
• clear photos of the item and packaging, if applicable

If the issue is confirmed, we will provide an appropriate resolution, which may include a replacement, refund, or other suitable remedy.

8. Changes and Exchanges

We accept changes in accordance with this policy.

We do not offer direct product-to-product exchanges through an automatic exchange system. If you would like a different item, please contact us first at info@frostpaws.com. Where applicable, we will advise whether your request can be handled as a return and replacement, return and refund, or another suitable solution.

9. Non-Returnable Items

Certain items may not be eligible for return where this is clearly stated on the product page or where return is restricted for hygiene, safety, or product-specific reasons.

Any non-returnable or final sale item will be clearly indicated before purchase where applicable.

10. Refunds

Once your return is received and inspected, we will notify you whether your refund has been approved.

If approved, your refund will be issued to your original payment method in CAD, where applicable. Refunds are processed within 7 days after the returned item has been received and approved.

Please note that your bank or payment provider may require additional time to post the refund to your account.

Any original shipping charges paid at checkout are non-refundable unless the return is due to our error, the item arrived damaged or defective, or refund of those charges is required by law.

11. Order Cancellations

Orders may only be cancelled before they are processed. Once an order has entered processing or has been shipped, it can no longer be cancelled.

If eligible, you may request a return after delivery within the 30-day return window.

12. How to Start a Return

To request a return, please contact us at info@frostpaws.com and include your order number and reason for return.

If your return is eligible, we will provide the next steps and return instructions.

13. Contact Information

FrostPaws
Email: info@frostpaws.com
Phone: +34 665 049 54

Support Hours
Mon–Fri: 8:00–17:00
Sat: 9:00–14:00
Sun: Closed

Business Entity: NorthBridge Global LLC
30 N Gould St Ste R
Sheridan, WY 82801
United States

Wyoming Entity ID: 2025-001755574
EIN: 98-1879461