Refund policy
Refund & Return Policy
Please read before ordering
Every WizardPaws Enchanted Castle Pet Bed is made to order. We do not hold warehouse stock and we do not mass produce. When you place an order, your bed enters our production queue and is crafted specifically for you.
By completing your purchase, you acknowledge and accept that this is a pre-order item with a production and delivery window of 2 to 4 weeks from the date of purchase.
If you need an item immediately, this product is not suitable for you, and we ask that you do not order.
All sales are final
Because every piece is made to order, all purchases are final once placed. We are unable to cancel, modify or refund an order after checkout is complete, as materials are allocated and production begins immediately.
This includes, without limitation:
- Change of mind after ordering
- Ordering the wrong variant, size or quantity
- Deciding you no longer want the item while it is in production
- Impatience with the stated 2 to 4 week production window
- Finding the item cheaper elsewhere
Immediate refund requests
Refund requests submitted shortly after purchase will not be approved.
We regularly receive cancellation requests placed within minutes or hours of checkout. These are almost always test transactions, card verification attempts, or impulse orders, and processing them creates significant cost and disruption to our production queue.
Once your order is confirmed, it is locked in. Placing an order is a commitment to purchase. Please be certain before you check out.
When we DO issue refunds
We stand behind the quality of every bed we send out. We will provide a full refund or a free replacement, at your choice, in the following circumstances:
1. Your item arrives damaged.
If your bed arrives with damage sustained in transit or a manufacturing defect, we will make it right.
2. Your item arrives significantly not as described.
If you receive the wrong product entirely, contact us and we will resolve it.
3. Your item never arrives.
If tracking confirms your parcel was lost in transit, we will replace it or refund you in full.
How to claim a damaged item
To process a damage claim, we require the following within 7 days of delivery:
- Your order number
- Clear photographs of the damage
- A photograph of the outer shipping box, including any external damage
- A brief description of the issue
Send these to wizardpaws.help@outlook.com with the subject line "Damage Claim, [Order Number]".
We aim to respond to all damage claims within 2 business days. Approved claims are refunded to the original payment method within 5 to 10 business days, or a replacement is dispatched at no cost to you.
Claims submitted without photographic evidence, or submitted more than 7 days after delivery, cannot be processed.
Shipping delays
Our stated window is 2 to 4 weeks. Occasionally, carrier delays, customs processing or high demand periods can push delivery slightly beyond this. A delay in transit is not grounds for a refund, and your order will still be delivered. We will keep you updated and our support team is always available if you would like a status check.
Incorrect address
Please double check your shipping address at checkout. We are not able to refund or replace orders shipped to an address entered incorrectly by the customer. If a parcel is returned to us due to an incorrect address, we can reship it at your expense.
Contact us
Questions before ordering? We would much rather answer them upfront than have you order uncertain. Reach us at wizardpaws.help@outlook.com and we typically reply within 24 hours.
WizardPaws