Return & Refund Policy 

Our Guarantee

We stand behind the OOGABowl and want every customer to be 100% satisfied. If something isn’t right, we’re here to make it right — within the terms of this policy.

Return Window

You have 30 days from the date of delivery to request a return. To be eligible, your item must be:

•       In its original, unused condition

•       Free from signs of use, pet hair, or saliva

•       In its original packaging

•       Accompanied by proof of purchase

 

To initiate a return, contact us at hello@pawooga.com with your order number and reason for return. Do not send items back without first receiving return instructions from us.

Non-Returnable Items

The following items are not eligible for return under any circumstances:

•       Items that have been used, washed, or show any signs of pet contact (for health and hygiene reasons)

•       Supplements, treats, or consumables where the safety seal has been opened or tampered with

•       Sale items or gift cards

•       Items returned outside of the 30-day return window

Orders In Transit — Important

Once an order has been dispatched and a tracking number issued, we are unable to cancel or redirect the shipment. At this stage, the package is in the care of the carrier and outside of our physical control. If you no longer wish to keep the item, please allow it to be delivered and then initiate a return within the 30-day return window, provided it meets the eligibility criteria above.

 

We are committed to resolving every genuine non-delivery case. However, in order to investigate a missing package properly, we must allow the carrier’s estimated delivery window to elapse. Carriers including USPS, Canada Post, Royal Mail, Australia Post, and NZ Post require this window to pass before a lost parcel investigation can be formally opened — and we are bound by this process as the shipper.

 

The earliest a non-delivery claim can be raised is after the following periods have elapsed from your shipping confirmation date with no successful delivery recorded:

•       United States: 20 business days

•       Canada: 22 business days

•       United Kingdom, Australia, New Zealand: 20 business days

 

If your order has not arrived within these timeframes, please contact us immediately at hello@pawooga.com with your name and order number. We will open a carrier investigation and resolve the matter for you — whether that means locating the parcel or arranging a replacement or refund.

 

We ask that customers contact us before initiating a payment dispute or chargeback. Raising a dispute while your package is still within the active delivery window — and before contacting us — is unlikely to meet the evidentiary threshold required by most payment processors, as tracking confirmation of dispatch constitutes proof of fulfilment. We are always willing and able to resolve issues directly, and we ask for the opportunity to do so first.

Change of Mind

If you change your mind about a purchase after your order has been placed and dispatched, we are unable to cancel, redirect, or refund the order while it is in transit. Once your order has been delivered and you have received it, you may initiate a standard return within the 30-day window provided the item meets the return eligibility criteria above.

 

We encourage all customers to review product details carefully before purchasing. If you have any questions about whether the OOGABowl is right for your pet before buying, please reach out to us at hello@pawooga.com — we’re happy to help.

Damaged, Defective, or Incorrect Items

Please inspect your order upon delivery. If your item arrives damaged, defective, or is not what you ordered, contact us within 7 days of delivery at hello@pawooga.com with your order number and a photo of the issue. We will arrange a replacement or full refund at no cost to you.

Return Shipping Costs

Who covers return shipping depends on the reason for the return:

•       Defective, damaged, or incorrect item: PAWOOGA will cover return shipping costs in full, or arrange a replacement or refund without requiring the item to be returned.

•       Change of mind, accidental order, or any other reason not related to a product fault: return shipping is the responsibility of the customer. We recommend using a tracked shipping method, as we cannot be held responsible for items lost in return transit.

Please note that original shipping charges are non-refundable on change-of-mind returns. Only the product purchase price will be refunded once the item has been received and inspected.

Exchanges

The most efficient way to exchange an item is to return the original (subject to eligibility above) and place a new order once the return has been approved. Contact us to begin the process.

Refund Processing

Once your return has been received and inspected, we will notify you of the outcome within 3 business days. If approved, your refund will be issued to your original payment method. Please allow up to 10 business days for your bank or card provider to process and post the refund after it has been issued by us.

Chargebacks & Disputes

We ask that customers contact us directly at hello@pawooga.com before initiating a chargeback or payment dispute with their bank or card provider. The vast majority of issues are resolved quickly and directly. Initiating a chargeback while your package is still in transit or before contacting us may complicate the resolution process and result in delays to any legitimate claim.

Contact Us

For all returns, refund requests, and shipping enquiries:

Email: hello@pawooga.com

Please include: Your full name, order number, and a brief description of your issue.