Refund policy

Last Updated: October 19, 2026

PawCarli is operated by CARLI SICHER QC INC. We currently sell and ship products to customers within the United States only. Orders are shipped from within the United States.

This Return & Refund Policy explains the conditions and procedures for requesting a return or refund for purchases made through pawcarli.com.

1. Return Window

PawCarli accepts eligible returns within 30 days from the delivery date.

The 30-day return period begins on the date the carrier's tracking information shows the package as delivered. Customers must contact PawCarli within this period to request a return. Requests submitted after the return window may not be accepted, except where applicable law requires otherwise.

PawCarli does not currently provide a separate seasonal or holiday return extension.

2. Eligible Returns

PawCarli accepts eligible returns for both non-defective and defective products, including:

  • Non-defective products returned because of a change of mind, incorrect size selection, customer preference, or an item ordered incorrectly by the customer.

  • Products that arrive damaged, defective, or different from the item ordered.

For a standard return, the product must generally be:

  • New, unworn, and unused;

  • In its original condition;

  • Free from stains, odors, damage, or visible signs of use;

  • Accompanied by original tags, where applicable; and

  • Returned with original packaging and accessories, where applicable.

Pet clothing must not have been worn by a pet and should remain in a condition suitable for resale.

Products that have been washed, worn, altered, damaged after delivery, or otherwise used may not qualify for a standard return, except where applicable law provides otherwise.

3. Non-Returnable Situations

A return may be declined if the product:

  • Has been washed, worn, altered, or damaged after delivery;

  • Has stains, strong odors, excessive pet hair, or other visible signs of use;

  • Is not returned in substantially the same condition in which it was received; or

  • Has been damaged because of improper use or handling after delivery.

Discounted and promotional products are subject to the same return requirements as other products unless a specific exception is clearly stated on the applicable product page.

PawCarli does not currently sell customized or personalized products, digital products, or personal-care or hygiene products that require separate non-returnable categories.

Nothing in this policy limits any return or refund rights that cannot legally be excluded.

4. How to Request a Return

To request a return, contact our customer service team at:

Email: service@pawcarli.com

Please include:

  1. Your order number;

  2. The item or items you wish to return;

  3. The reason for the return; and

  4. Photos of the product or packaging, if requested by our customer service team.

We will review your request and inform you of the applicable next steps. If the return is eligible, we will provide return instructions, including the return address and any applicable shipping requirements.

Please do not send merchandise back before receiving return instructions from PawCarli.

5. Return Method

Eligible returns are accepted by mail only.

PawCarli does not currently offer in-store returns, kiosk returns, or designated drop-off locations.

Customers must follow the return instructions provided by PawCarli after their return request has been reviewed.

6. Return Shipping Costs

For standard, non-defective returns, the customer is responsible for the return shipping cost when the return is due to:

  • A change of mind;

  • Incorrect size selection;

  • Customer preference;

  • An item ordered incorrectly by the customer; or

  • Another reason not caused by PawCarli.

The customer is responsible for the shipping cost charged by the carrier used to send the return.

If an item was sent incorrectly by PawCarli, arrived damaged, or has a qualifying defect, PawCarli will provide appropriate return instructions and cover reasonable return shipping costs as appropriate to the circumstances.

PawCarli does not charge a separate restocking fee.

7. Prepaid Return Labels

A prepaid return label is not automatically provided for standard customer-initiated returns.

For an incorrect, damaged, or defective item, PawCarli may provide a prepaid return label or another appropriate return-shipping arrangement after reviewing the request.

Customers should wait for return instructions before shipping an item back.

8. Damaged, Defective, or Incorrect Items

If you receive an item that is damaged, defective, or different from the item you ordered, please contact service@pawcarli.com as soon as reasonably possible.

Please provide:

  • Your order number;

  • A description of the issue;

  • Photos showing the product and the issue; and

  • Photos of the shipping packaging, when relevant.

We may request additional information to assess the situation.

Depending on the circumstances, PawCarli may provide a refund or another appropriate resolution. Any resolution will be handled in accordance with this policy and applicable law.

Please do not return a damaged, defective, or incorrect item before receiving return instructions from PawCarli.

9. Lost or Damaged Return Shipments

For standard customer-paid returns, customers are responsible for packaging the returned merchandise securely and selecting an appropriate shipping service.

We recommend using a shipping service that provides tracking and keeping proof of shipment until the return has been processed.

If a customer-paid return shipment is lost or damaged in transit, please contact service@pawcarli.com and provide the tracking information and proof of shipment so we can review the situation.

When PawCarli provides a return label or shipping arrangement for an incorrect, damaged, or defective item, the return will be reviewed using the applicable shipping and tracking information.

10. Return Inspection and Refund Processing

After a returned product is received, PawCarli will inspect it to determine whether it meets the applicable return conditions.

For approved returns, refunds are generally processed within 3–5 business days after the returned item has been received and approved.

Approved refunds are generally issued to the original payment method used for the purchase.

After PawCarli initiates a refund, the time required for the funds to appear in your account may vary depending on your bank, card issuer, payment provider, or other financial institution.

11. Original Shipping Charges

For standard customer-initiated returns, the original shipping charge paid at the time of purchase is generally non-refundable.

If a return results from an incorrect item sent by PawCarli, a qualifying defective product, or damage that occurred before delivery, PawCarli may refund the applicable original shipping charge as appropriate to the circumstances and applicable law.

12. Restocking Fees

PawCarli does not charge a restocking fee.

No fixed or percentage-based restocking fee will be deducted from an approved refund.

13. Partial Returns

Customers may request to return eligible individual items from an order without returning the entire order.

Each returned item must independently meet the applicable return conditions. Refunds for approved partial returns will be based on the eligible returned items.

For standard customer-initiated returns, the original shipping charge is generally non-refundable. For returns involving an incorrect, damaged, or qualifying defective item, applicable shipping charges may be handled as described in this policy.

14. Exchanges

PawCarli does not offer direct exchanges.

If you would like a different size, color, or product, you may contact service@pawcarli.com to request a return of the original item, subject to this policy's return eligibility requirements and time limit.

If the return is approved, you may place a new order for the desired item, subject to availability. The new order will be processed separately and will be subject to the prices, shipping charges, and terms applicable at the time of purchase.

Please do not send any merchandise back before receiving return instructions from PawCarli.

15. Return Review and Instructions

Submitting a return request does not automatically mean that the return is approved.

PawCarli will review the request and provide return instructions if the return is eligible. The instructions will include the applicable return address and any shipping requirements.

Customers should not ship merchandise until the request has been reviewed and return instructions have been provided.

16. Contact Us

If you have questions about returns or refunds, please contact us:

Brand: PawCarli

Legal Business Name: CARLI SICHER QC INC.

Business Address:
509 Pittsburgh St
Mars, PA 16046
United States

Customer Service Email:
service@pawcarli.com