Return & Refund Policy

Last updated: October 14, 2026

We want you to feel confident shopping with TONGZHOU. Contact support@tzpaw.com before returning any item.

30-day return window

You may request a return within 30 days after delivery. To qualify, the item must be unused, unwashed, clean, free of pet hair and odors, and returned with its original packaging and all included parts. Proof of purchase is required.

Items used with a pet, washed, altered, damaged after delivery, or returned incomplete may not qualify unless the item arrived defective or incorrect.

How to start a return

Email support@tzpaw.com with your order number, the item, and the reason for the return. For damaged, defective, or incorrect items, include clear photos or a short video.

Returns sent without prior authorization may be delayed or refused. If approved, we will confirm the correct return address and instructions by email. Do not send a product to an address on the parcel or elsewhere unless we have confirmed that address for your return.

Return shipping

For a change of mind, ordering mistake, or personal preference, the customer is responsible for return shipping. Original shipping charges are not refundable.

If we sent the wrong item, or the item arrived damaged or defective, contact us within 7 days of delivery. After review, we may provide a prepaid label, replacement, or refund at no additional cost.

Use a trackable shipping service. We are not responsible for customer-paid return packages lost or damaged before reaching the authorized return location.

Inspection and refunds

We will notify you after receiving and inspecting the return. If approved, the refund will be issued to the original payment method, normally within 5 business days after inspection. Banks and card issuers may take additional time to post the refund.

Exchanges and cancellations

We do not currently process direct exchanges. Return the eligible item and place a new order. Cancellation is possible only before fulfillment begins.

Non-returnable items

• Used, washed, altered, or incomplete pet products
• Items marked final sale
• Gift cards
• Personalized or custom-made products

Business and contact information

TONGZHOU is operated by ODDORJOY CO., LIMITED.
Registered address: Room 10D R1, 10/F, Kin Ga Industrial Building, 9 San On Street, Tuen Mun, New Territories, Hong Kong SAR.
Email: support@tzpaw.com
Phone: +1 (213) 879-9995

This policy does not limit rights available under applicable consumer-protection laws.