Refund policy

Every SoothePaws order is backed by our 14-Night Calm Test. If your pet is not visibly calmer after 14 nights of continuous use, you are covered. Full refund, no returns required, keep everything we sent you. 

How refunds work 

Step 1. Email us at hello@soothepaws.store within 30 days of your delivery date. Include your order number and a short note about your pet's response. No forms, no phone tag. 

Step 2. We confirm your refund within 24 hours, Monday to Friday. Weekends and US public holidays may add 1 to 2 business days. 

Step 3. We process your refund within 3 business days of confirmation. The money returns to your original payment method. 

Step 4. Your bank typically posts the refund to your statement within 5 to 10 business days after we process it. This is set by your card issuer, not us. 

Step 5. Keep the diffuser. Keep any refills. Keep the grooming kit if your order included one. We do not ask for anything back. 

What is eligible 

One refund per household, lifetime. This keeps the guarantee honest for everyone. 

Refund request must be received within 30 days of your confirmed delivery date. 

Subscriptions: your first delivery is fully covered by the 14-Night Calm Test. Subsequent deliveries can be paused, skipped, or cancelled anytime in your account at no charge. 

What is not eligible 

Products damaged through misuse, such as dropped, broken open, or tampered with. 

Refund requests received more than 30 days after the delivery date. 

Wholesale, retail partner, or bulk orders. A separate agreement applies. Contact us for details. 

Damaged or incorrect items 

If your order arrives damaged, defective, or incorrect, email hello@soothepaws.store within 7 days of delivery with clear photos. We will send a free replacement or issue a full refund, your choice. We cover all costs. 

Replacements ship within 1 business day. Refunds in this category are processed within 24 hours of photo verification. 

Subscription cancellations 

You can pause, skip, or cancel your subscription anytime from your account, no email required. 

Cancellation takes effect immediately. There is no fee, no minimum commitment, and no cancellation penalty. 

If you need help cancelling, email hello@soothepaws.store. We respond within 24 hours, Monday to Friday. 

UK customers your statutory rights 

This policy is in addition to your rights under the UK Consumer Rights Act 2015. UK customers have a 14-day cooling-off period from delivery to cancel any order for any reason. The 14-Night Calm Test described above is more generous and runs in parallel with these statutory rights. 

Customer Support 

Email: hello@soothepaws.store 

Phone: +1 (307) 333-9073 

Hours: Monday to Friday, 9am to 5pm Mountain Time (MT) 

Reply time: within 24 hours, Monday to Friday 

Weekend and US public holiday requests are answered the next business day. 

Business information 

SoothePaws is a brand operated by SupplyHaven LLC. 

Registered address: 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, USA 

This address is for legal correspondence only. For customer service, please use email or phone above.