Terms of service

OVERVIEW

Welcome to Velvet Paw! The terms “we”, “us” and “our” refer to Velvet Paw. Velvet Paw operates this store and website, including all related information, content, features, tools, products, and services in order to provide you, the customer, with a curated shopping experience (the “Services”). Velvet Paw is powered by Shopify, which enables us to provide the Services to you.

The following terms and conditions, along with any referenced policies (“Terms of Service” or “Terms”), describe your rights and responsibilities when using our Services.
By visiting or using our Services, you agree to be bound by these Terms and our Privacy Policy. If you do not agree, please do not use our store.

SECTION 24 - CONTACT INFORMATION

Questions about the Terms of Service should be sent to us at velvetpawinfo@gmail.com.

Trading Name: Velvet Paw
Email: velvetpawinfo@gmail.com
Business Address: Operating from Japan, Tokyo

PRIVACY POLICY

Velvet Paw Privacy Policy
Effective Date: June 25 2025

At Velvet Paw, your privacy is important to us. This policy explains how we collect, use, and protect your personal information when you visit or make a purchase from our store (the “Site”).

1. INFORMATION WE COLLECT

When you visit our store, we may collect:

  • Your name, shipping and billing address, payment details, email, and phone number

  • Device and browser data (IP address, cookies, time zone, etc.)

  • Purchase history and behavior on the site

2. HOW WE USE YOUR INFORMATION

We use your information to:

  • Fulfill orders and deliver products

  • Process payments

  • Provide customer support

  • Send order confirmations, updates, and occasional promotional emails

  • Improve the shopping experience

3. SHARING YOUR INFORMATION

We share your info only when necessary:

  • With Shopify (our ecommerce platform)

  • With trusted third parties like payment processors and logistics companies

  • To comply with laws or protect our rights

4. COOKIES

We use cookies to improve your experience. You can manage cookie preferences through your browser settings.

5. YOUR RIGHTS

If you're located in certain jurisdictions (like the EU), you have rights to access, correct, or delete your personal data. Contact us at velvetpawinfo@gmail.com to make a request.

6. CHANGES TO THIS POLICY

We may update this policy from time to time. Please review it periodically.

Contact:
velvetpawinfo@gmail.com

🔁 REFUND POLICY

Velvet Paw Refund & Return Policy
Effective Date: June 24, 2025

Your satisfaction matters to us! Please review our policy below.

1. RETURNS

You may request a return within 3 days of receiving your order, only if:

  • The item is defective or damaged on shipping

  • You received the wrong item

To start a return, contact velvetpawinfo@gmail.com with your order number and photo proof.

2. NON-RETURNABLE ITEMS

  • Items marked as final sale

  • Items without original packaging

  • Used or damaged items (unless arrived that way)

3. REFUNDS

Once your return is approved and received, we’ll refund you to your original payment method within few business days. Shipping costs are non-refundable unless the return is our fault.

4. EXCHANGES

We currently do not support exchanges. You may return an item and place a new order.

🚚 SHIPPING POLICY

Velvet Paw Shipping Policy
Effective Date: June 24, 2025

We ship to most countries worldwide. Here's what to expect:

1. PROCESSING TIME

Orders are typically processed in 10-15 business days, with few items taking more time. Delays may occur during peak periods and during holidays.

2. SHIPPING TIME & COST

Shipping times vary by country. Estimated delivery:

  • USA/Canada: 7–15 business days

  • Europe: 8–18 business days

  • Asia-Pacific: 6–14 business days

  • Others: 10–20 business days

Standard shipping is calculated at checkout. We offer free shipping on orders above [e.g. $50].

3. TRACKING

All orders include tracking. You’ll receive an email with the tracking link once your package is shipped.

4. DELAYS

We are not responsible for delays caused by customs, weather, or carrier issues. Please check tracking before contacting us.

5. LOST OR DAMAGED ITEMS

If your order arrives damaged or doesn’t arrive at all within 50 days of purchase, email us at velvetpawinfo@gmail.com. We’ll investigate and make it right.