Policy
Refund, Return & Exchange Policy
Every item is crafted to order using your dog's unique measurements. Because of this, all sales are final — we don't accept returns or exchanges, except in the cases outlined below.
Made to order · Final sale, with guarantees belowThree cases we cover
Damaged or defective
Contact us with photo or video evidence. The product must be unused and in its original condition and packaging. Once reviewed and approved, we'll refund or replace at our discretion.
Within 7 business daysSizing error (our responsibility)
Contact us with clear photos or a short video. If you measured with PawScan AI, this falls under our Fit Guarantee below — once verified, we'll produce a free replacement.
Within 7 business daysLost package
If your order is confirmed lost in transit and not delivered within the expected timeframe, contact us so we can investigate. If confirmed, we'll issue a refund or resend the item.
Contact us to investigateThe essentials
- No exchanges are offered for any reason, including wrong size, color preference, or change of mind.
- Any product returned for a refund or replacement must be unused and in its original condition and packaging.
- 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 stand behind our AI-powered sizing. If you measured your dog with PawScan AI after placing your order and the boot doesn't meet our defined fit standard, we'll produce a free replacement — you won't pay again for the product. Send clear photos of your dog's paw measurements along with your scan data, and we'll remake the boot to the corrected size.
How it works
1
Place order
Complete your purchase on our store.
2
Receive PawScan link
We email you a 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 processEvery 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 vs. not covered
✓ Covered — free replacement
Measured via PawScan AI after ordering, scan data on file, paw-measurement photos provided, and the boot doesn't meet our fit standard when worn correctly.
Your boot was sized using PawScan AI. With the strap fastened as instructed, it still doesn't hold securely against the measurements PawScan recorded — confirmed by your paw-measurement photos.
✕ Not covered
PawScan not completed, scan data cannot be verified, or no paw-measurement photos are provided.
Sized using manual measurement instead of PawScan AI — this guarantee applies only to sizing errors verified against an AI PawScan scan.
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
Send clear photos of your dog's paw measurements — paw placed flat next to a ruler or measuring tape — so we can verify the actual size against your scan.
4
Include a short video showing the boot worn correctly on your dog (strap fastened as instructed).
5
Ship the original, unused product back using the return label we provide.
6
Once the sizing error is verified, we'll produce and ship your free replacement at no additional cost.
Conditions
- PawScan AI must have been completed after placing your order using the link we provide.
- Clear photos of your dog's paw measurements must be provided so we can verify the sizing error against your scan.
- Approved sizing-error claims are resolved with a free replacement produced to the corrected measurements.
- Claims must be submitted within 7 business days of the delivery date.
- The product must be returned unused, in original 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 or paw-measurement photos 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 with your order number and supporting documentation.
Email contact@canelapawwear.com