Legal
Refund policy
Returns are the part of buying pet gear online that usually goes wrong, mostly because sizing is guesswork. We publish real measurements to avoid the guesswork, and we pay for the return when we are the ones who got it wrong.
Thirty days, unused
Send it back within thirty days of delivery, unused and in the original packaging, and we refund the full amount including the original shipping. You do not need a reason, and you do not need to ask permission first — email hello@vorpaw.com with your order reference and we send the return label.
Damaged in transit
Cracked, dented, or the wrong item entirely: tell us within seven days of delivery and include a photo if you can. A replacement goes out immediately. We do not ask you to ship the original back first, and we do not make you wait for the carrier to accept a claim before you get your order.
Used litter boxes and potty trays
Once one of these has been used we cannot take it back. That is a hygiene line, not a policy preference — nobody should receive a used litter pan. This is why every product page lists full outer dimensions rather than a small/medium/large label: measure first, and the return window stays open.
If we got the measurements wrong
If the dimensions published on the page do not match what arrives, that is our error and the return is free regardless of condition. Send it back, or keep it and we refund — your call.
Consumables
Fountain filters, carbon cartridges and replacement grates are consumables. Unopened and unused, they return normally. Opened or used, they are not returnable unless they arrived faulty.
How a refund actually moves
We issue the refund the day we agree to it, through the same PayPal transaction. PayPal shows it on your side within a few minutes; your bank or card can then take a further five to ten business days to post it. If it has been longer than that, tell us and we will send the confirmation reference.
Cancelling before it ships
If the parcel has not been handed over yet, write to us and we cancel it and refund in full — the same day, no return shipment needed. Once it has a tracking number it has to come back through the returns route above.
The short version: thirty days unused and we pay the return; damaged or wrong and we replace it first and ask nothing back; and if our measurements were off, the return is free whatever condition it is in.