Refund policy

REFUND POLICY

Every PawKart is HANDBUILT TO ORDER. Nothing is pre-made and nothing sits in a warehouse. Your kart is built for you after you order, which takes 10-14 weeks plus 10-20 days in transit. Because each one is built individually, our policy is strict — please read it before ordering.

CANCELLING YOUR ORDER

Within 7 days of ordering: email getpawkarts@gmail.com with your order number and we will cancel and refund you in full, no questions asked.

After 7 days and before your kart ships: your build has started and materials have been committed. We will still cancel, but a 25% build fee is deducted from the refund.

Once your kart has shipped: the order is final. No cancellations and no refunds.

RETURNS

PawKarts are made to order and are NOT eligible for return or refund for change of mind, buyer's remorse, ordering the wrong character, or the item not matching expectations. There is no returns window after delivery.

DAMAGED OR DEFECTIVE ON ARRIVAL

If your kart arrives damaged or defective we will replace it. To be eligible you must:

1. Email getpawkarts@gmail.com within 48 HOURS of delivery.
2. Provide a CONTINUOUS, UNEDITED VIDEO of the parcel being opened, beginning with the sealed shipping box and shipping label clearly visible, and continuing without cuts until the kart is fully unpacked.
3. Provide clear photographs of the damage and of the outer packaging.

Claims without an unedited unboxing video that starts on the sealed package cannot be processed, as we are unable to verify whether damage occurred in transit or after delivery. This is the only route to a replacement or refund after delivery.

IF WE RUN LATE

If your build is going to exceed 14 weeks we will email you before that deadline with a revised date and the option to cancel for a full refund. If we cannot complete your kart at all, we cancel and refund you automatically.

NON-REFUNDABLE

Orders refused at delivery, unclaimed, or returned because of an incorrect address supplied by the customer are not eligible for refund.

WRONG ADDRESS

It is the customer's responsibility to provide a correct and complete shipping address at checkout. We are not liable for parcels delivered to an incorrectly entered address.

Questions? Email getpawkarts@gmail.com before ordering — we would much rather answer first.