Dog Cooling Mat | “Frosty Paws” by Owleys

Can I cancel my order after I’ve placed it?

If you need to cancel your order, please contact us within 12 hours of payment. We will do our best to accommodate your request as long as your package has not been shipped. Once your order is dispatched, cancellations are unfortunately not possible.

Can I exchange a product instead of returning it for a refund?

Absolutely. If you prefer an exchange rather than a refund, we are happy to help. Please let us know within the same 30-day period, and we will work with you to find the best solution.

Are shipping fees refundable?

Shipping fees are non-refundable, as these costs go directly to the shipping provider. We appreciate your understanding regarding these charges.

Is there a processing fee for orders?

Yes, all orders include a 10% non-refundable processing fee. This fee helps cover administrative and transactional costs associated with handling your order.

Is there a restocking fee for returns?

For all product returns, there is a 10% restocking fee. This fee helps cover the costs of processing, handling, and restocking items.

Am I eligible for a refund?

You are welcome to request a refund or exchange within 30 days of receiving your order. Here are possible refund situations:

• - Your package was never delivered due to a verified shipping error.
• - The product arrived but is significantly different from what was described, you may qualify for a full or partial refund depending on the situation.

Please note that if the product is delivered according to the tracking of the shipping company, we cannot issue a refund. In this case, try contacting the shipping company.

Refunds are not available under the following circumstances:

• - Your order did not arrive due to factors within your control (e.g. providing an incorrect shipping address);
• - Your order did not arrive due to exceptional circumstances outside our control (e.g. customs issues or natural disasters).

How do I return a product if I’m not fully satisfied?

If you are unhappy with your purchase for personal reasons (e.g., you’re not satisfied with the color or size), you can return it for an exchange or refund. Please note:

• - You will be responsible for the return shipping costs.
• - A 10% restocking fee will apply, which will be deducted from your refund.
• - We kindly ask that you take proper care of your items. If the product has been damaged due to misuse or improper handling, we may not be able to accept a return.

How do I request a refund or exchange?

Please contact us to help you process your return or exchange process. Do not send the item back without reaching out to us and receiving confirmation! Use our Contact Us form (or email us at support@owleys.com) and include any photo/video evidence if you are reporting a damaged or incorrect product. Feel free to reach out. We’re here to help!