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 days of deliverySizing error (our responsibility)
Send us a photo of the boots on your dog. If you measured with PawScan, this falls under our Fit Guarantee below, and we'll remake the pair free.
Within 7 days of deliveryLost 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.
- Damaged or defective items sent back for a refund or replacement must be unused and in their original condition and packaging. Fit remakes need nothing sent back.
- All refund or replacement requests must be submitted within 7 days of the delivery date (or expected delivery date for lost packages).
- All claims are subject to review and approval.
PawScan Fit Guarantee
We stand behind every scan. If you measured your dog with PawScan after placing your order and the boots don't meet our fit standard, send us a photo of the boots on your dog within 7 days of delivery and we'll remake them free. There's nothing to send back — keep the original pair.
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 remake
Measured with PawScan after ordering, and the boot doesn't meet our fit standard when worn correctly, as shown in a photo of the boots on your dog.
Your boot was sized using PawScan. With the strap fastened as instructed, it still doesn't hold securely, and you can see it in your photo.
✕ Not covered
PawScan not completed, or no photo of the boots on your dog is provided.
Sized using manual measurements or standard sizes instead of PawScan — this guarantee covers scanned orders only.
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 days of delivery.
2
Include your order number.
3
Send a photo, or a short video, of the boots on your dog with the strap fastened as instructed.
4
We review it and remake your set free. There's nothing to send back — keep the original pair.
Conditions
- PawScan must have been completed after placing your order, using the link we provide.
- Fit claims must be sent within 7 days of the delivery date, with a photo of the boots on your dog.
- Approved fit claims are resolved with a free remake of the set. There's nothing to send back — keep the original pair.
- "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.
- We reserve the right to request a remeasurement if the original scan appears incorrect before proceeding with any resolution.
Please note: PawScan measurements can vary slightly, which is why our team checks every scan before anything is made. We may update these terms from time to time; the terms in effect when you place your order apply.
Need help?
For assistance with any claim, contact our support team with your order number and a photo of the boots on your dog.
Email contact@canelapawwear.com