Refund policy

60-Day Guarantee

If you experience an issue with your Juniper & Paw order within 60 days of delivery, contact our support team. We'll review your request individually and, where appropriate, issue a full or partial refund to your original payment method — no need to send anything back, and no restocking fees. Refunds are not guaranteed in every case and are determined based on the situation.

When We Can Help

If your order experiences any of the situations below, our team is here to help. Every request is reviewed individually so we can provide the most appropriate solution.

We may be able to help if:

Your product has a confirmed manufacturing defect or isn't working properly.
You received the wrong item.
Your order arrived significantly damaged during shipping.
Your order was missing important parts.
Your package was confirmed lost during transit.
You've tried The Lantern™ with your dog and it isn't working out for you.

This guarantee covers The Lantern™ 2-in-1 clipper and grinder and the accessories included in your order (USB-C cable, lick mat, bath brush and Paw Pad Trimmer, where purchased).

Nail Day Guide (PDF): the guide included with the Nail Day Kit and Nail Day Duo is a digital file. If you haven't received it, email us and we'll send it again.

How to Request Support

Getting started is simple. Follow the steps below to submit your support request.

Step 1 — Contact Us

Reach out to our support team through our contact form or by email at support@juniper-paw.store.

Step 2 — Share Your Order Details

Tell us about the issue and include your order number. Photos or videos may be requested if they help us better understand the situation.

Step 3 — We'll Review Your Request

Our team will carefully review the information provided and assess the most appropriate way to help.

Step 4 — We'll Find the Best Solution

Depending on your situation, this may include troubleshooting guidance, a replacement, a partial refund, or a full refund — issued to your original payment method with no return shipping required.

What Happens Next

Once we receive your request, our support team will review the information provided and keep you informed throughout the process.

Depending on the situation, we may ask for additional details before determining the most appropriate solution.

During our review, we may:

Review the information and photos you've provided.
Contact you if additional details are needed.
Work with you to troubleshoot the issue when appropriate.
Determine the most suitable resolution based on your situation.

We'll keep you informed throughout the process and do our best to resolve your request as quickly and fairly as possible.

Response & Processing Times

We aim to review every request as quickly as possible. Processing times may vary depending on your situation, but we'll keep you updated throughout the process.

Initial Response

We typically respond to new support requests within one business day.

Review Time

Most requests are reviewed after we receive all the information needed to assess the situation.

Approved Refunds

If your refund request is approved, the refund amount depends on your situation and may be full or partial. Refunds are issued to your original payment method. Depending on your bank or payment provider, the funds may take several business days to appear in your account.

If you have any questions during the process, our support team is always happy to help.

Need More Help?

If you still have questions about your order or refund request, email us at support@juniper-paw.store. We'll be happy to assist you.