Refund policy

Your satisfaction is our priority. If you're not completely happy with your BirchPaw order, we're here to help.

Returns
We accept returns within 30 days of delivery. To be eligible for a return, your item must be unused and in the same condition that you received it.

To initiate a return, email us at info@oakandstonecommerce.com with your order number and reason for return. We'll respond within 24 hours with next steps.

Refunds
Once we receive and inspect your returned item, we'll notify you by email. If your return is approved, your refund will be processed to your original payment method within 5–7 business days.

Damaged or Incorrect Items
If your item arrives damaged or you received the wrong product, contact us at info@oakandstonecommerce.com within 7 days of delivery with a photo of the item and your order number. We'll send a replacement or issue a full refund at no cost to you — no return necessary.

Non-Returnable Items
For hygiene reasons, lick mats, slow feeders, and grooming products that have been used cannot be returned.

Late or Missing Refunds
If you haven't received your refund within 7 business days, first check with your bank as processing times can vary. If you still haven't received it, contact us at info@oakandstonecommerce.com and we'll sort it out immediately.