At RIDGEPAW, we want you to feel good about ordering from us. Because some of our products are made to order and others may be stocked separately, our return policy depends on the type of item purchased.
1. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at hello@ridgepaw.com.
Please include:
- your order number
- a brief description of the issue
- clear photos showing the problem
If approved, we will offer a replacement, refund, or other appropriate resolution.
2. Made-to-Order Items
Some items sold on our store, including certain apparel, mugs, and other print-on-demand merchandise, are made to order.
Because these items are produced specifically for each order, we do not accept returns or exchanges for:
- incorrect size selected by the customer
- change of mind
- color preference
- buyer’s remorse
However, if a made-to-order item arrives damaged, defective, or incorrect, please contact us within 7 days of delivery and we will review the issue.
3. Eligible Returns for Non-Custom Physical Products
For non-custom physical products that are not made to order, return requests may be accepted within 14 days of delivery if the item is:
- unused
- unwashed
- in original condition
- returned in original packaging when possible
Return requests that do not meet these conditions may be declined.
4. Return Shipping
Customers are responsible for return shipping costs unless the item was damaged, defective, or sent in error.
We recommend using a trackable shipping method for approved returns.
5. Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
If your refund is approved, it will be issued to the original payment method. Please allow additional time for your payment provider or bank to process the refund.
6. Original Shipping Charges
Original shipping charges are non-refundable, unless the return is due to our error or the item arrived damaged or defective.
7. Non-Returnable Items
The following items are generally not eligible for return:
- made-to-order or print-on-demand items except in cases of damage, defect, or fulfillment error
- used items
- washed items
- items returned in poor condition
- clearance, final sale, or otherwise marked non-returnable items
8. How to Start a Return Request
To request a return or report an issue, email hello@ridgepaw.com with:
- your order number
- the item name
- the reason for the request
- photos if the item is damaged, defective, or incorrect
We will review your request and reply with next steps.
9. Chargebacks and Order Issues
We encourage customers to contact us first so we can work to resolve any order problem quickly and fairly.
10. Policy Updates
We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with a revised effective date.
11. Contact
For refund and return questions, contact us at:
Effective Date: April 8, 2026