Refund, Return & Exchange Policy

At Canela Pawwear, every item is crafted to order using your dog's unique measurements. Because of this, all sales are final. We do not accept returns or exchanges, except in the cases outlined below.

When We'll Make It Right

Damaged or Defective Product

If your item arrives damaged or defective, contact us within 7 business days of receiving your order with photo or video evidence. Once reviewed and approved, we'll provide a refund or send a replacement at our discretion.

Sizing Error (Our Responsibility)

If the item doesn't fit due to an error on our side — for example, incorrect production based on the measurements you provided — contact us within 7 business days with clear photos or videos. Once verified, we'll remake the item or issue a refund at our discretion.

Lost Package

If your order is confirmed lost in transit and not delivered within the expected timeframe, contact us so we can investigate. If the loss is confirmed, we'll issue a refund or resend the item.

Please Note

  • No exchanges will be offered for any reason, including wrong size, color preference, or change of mind.
  • All refund or replacement requests must be submitted within 7 business days of the delivery date (or expected delivery date for lost packages).
  • All claims are subject to review and approval.

PawScan AI Fit Guarantee

We're confident in our AI-powered sizing technology. If you used PawScan AI to measure your dog's paws after placing your order and the product doesn't fit our defined standard, we'll make it right.

How It Works

1
Place Order
Complete your purchase on our store
2
Receive PawScan Link
We email you a PawScan link after your order
3
Scan Your Dog
Complete the AI measurement scan
4
We Review & Build
Our team reviews your scan before manufacturing
📐 What "Fit" Means Under This Guarantee

"Fit" is defined as the boot meeting all of the following standards at the time of delivery:

  • The boot slides onto the paw without excessive force and sits securely without falling off during normal walking.
  • The strap fastens correctly to the designated closure point and provides adequate tension to hold the boot in place.
  • No part of the paw is excessively compressed, pinched, or left with significant gaps when the strap is properly fastened.
  • The product is worn as instructed — straps fastened properly, correct paw orientation (front/back as labeled).

Fit does not cover personal preference, aesthetic expectations, or minor variations within acceptable manufacturing tolerances.

Manual Review Process: Every order's scan is manually reviewed by our team before manufacturing begins. If a measurement appears incorrect or inconsistent, we reserve the right to reject the order or request a remeasurement before proceeding. This ensures the best possible fit for your dog.
✅
Covered
Measured via PawScan AI after ordering, scan data on file, and boot does not meet our fit standard when worn correctly.
✅
Covered
Strap fastened as instructed and boot still cannot stay securely on the paw based on your scan measurements.
✗
Not Covered
PawScan not completed, or scan data cannot be verified on our end.
✗
Not Covered
Boot worn incorrectly — straps not fastened properly, wrong paw orientation, or product altered after delivery.

How to Claim

  1. Contact us at contact@canelapawwear.com within 7 business days of delivery.
  2. Provide your order number and PawScan scan ID.
  3. Include a short video showing the boot worn correctly on your dog (strap fastened as instructed).
  4. Ship the original product back using the return label we provide.
  5. We'll assess and resolve your claim once we receive and review the return.

Conditions

  • PawScan AI must have been completed after placing your order using the link we provide.
  • Claims must be submitted within 7 business days of the delivery date.
  • The product must be in unused condition with original packaging.
  • "Fit" is assessed against our defined standard above — not personal preference or aesthetic expectations.
  • Fit issues caused by pet weight changes or growth after the scan date are not eligible.
  • Claims where PawScan scan data cannot be verified will not be approved.
  • We reserve the right to request a remeasurement if the original scan appears incorrect before proceeding with any resolution.
Important: PawScan is an experimental AI-powered measurement tool. While we strive for accuracy, AI measurements may have minor variations. By using PawScan, you acknowledge that this technology is in an experimental phase. We reserve the right to modify or discontinue the PawScan Fit Guarantee at any time. Terms subject to conditions.

Need Help?

For assistance with any claim, contact our support team at contact@canelapawwear.com with your order number and supporting documentation.