Cancellation Policy

PawTrail · CUSTOMER INFORMATION

How to ask about cancellation, changes and an existing order.

Updated November 5, 2026

Current availability

Online ordering is currently unavailable. You can browse product information, photographs and listed configurations. We are not accepting orders, reservations or payments. A displayed product is not a confirmation of stock, dispatch origin or a delivery service.

Requesting a cancellation

For an existing order reference, email [email protected] with the order number, email used for the order, exact item and a clear request to cancel. Do not send passwords or payment codes. There are currently no new checkout orders accepted through this storefront.

A request is not a confirmation

Do not assume that sending a message cancels an order. The order record and fulfillment stage must be checked, and any decision confirmed in writing. No automatic cancellation window or fee schedule has been established for future sales.

Preparation, dispatch and address changes

Whether an existing request can be stopped or changed depends on its actual status. A parcel already handed to a carrier may need a different resolution. Ask about an address or configuration correction promptly, without assuming it can be applied. Do not send a return to an address found on a parcel.

Refunds and exchanges

Once a cancellation refund is approved and its conditions are met, we initiate it within 5 business days to the original payment method and send a refund confirmation. The bank or payment provider typically takes another 5–10 business days to post the funds. See Returns & Refunds Policy.

Getting a status update

Keep the customer-care reply and any order reference. If you have no order number but believe you were charged, include the approximate date and masked payment reference, never full card or account credentials. Contact [email protected].