Shipping & Returns

Pawport Return Policy

At Pawport, we want every pet’s home upgrade to feel effortless. If something doesn’t work out, no worries! Our return process is designed to be as effortless as installing a Pawport Smart Pet Door.

1. What You Can Return

Most Pawport products are eligible for return if:

• They’re undamaged
• Returned within 30 days of delivery

Good news: We don’t require original packaging. We keep things simple, so you can keep things stress-free.Exceptions:
Some custom-made or final-sale items may not be returnable. These will always be clearly noted at checkout so there are no surprises.

2. Return Window

• You have 30 days from the date your order is delivered to decide if it’s a match.
• Warranty-related issues follow our warranty policy.

3. Refund Options

Whether you prefer a refund to your original payment method or an exchange, we’re happy to help.

4. Return Costs

• Returns are 100% free
• No restocking fees
• Pawport covers the cost of return shipping for eligible returns (see below for eligibility conditions). We’ll send a prepaid return label straight to your email inbox once your return is approved.

6. Eligibility Conditions

To qualify for a return:

• Items must be undamaged
• Request must be submitted within 30 days of delivery

If an item comes back in poor condition or damaged during return transit, we’ll review the situation and let you know next steps. If your product arrived to you damaged, you’ll get a full refund or a replacement, whichever you prefer.

7. How to Return (Step-by-Step)

1. Email us at support@pawport.com with your order number and reason for return.
2. You’ll hear from our team within 1–2 business days with an approval decision and, if approved, a prepaid return label ready to go.
3. Package the item securely. Original packaging not required.
4. Drop it off with the carrier listed on your label.
5. Once we receive it, your refund will be issued within 5–10 business days. 

8. Damaged, Defective, or Missing Items

Stuff happens. We’ve got you covered!Please let us know within 7 days of delivery if:

• Your item(s) arrived damaged
• Something is defective
• A piece is missing

Just send us photos so we can quickly verify and offer your choice of a refund or replacement.

9. Refund Timing & Method

• Refunds go back to your original payment method
• Processing takes 5–10 business days after we receive your return

10. Warranty Coverage

Please refer to our warranty policy for further details on warranty coverage. We’re here to support you and your pet’s new favorite home upgrade, every step of the way.