Terms of service

PART I — TERMS & CONDITIONS

Operated by: Vail Holdings LLC (United States and Canada) and Vail Group Pty Ltd (Australia)

Website: thecharliespaw.com

Contact: store@thecharliespaw.com

Effective Date: 13 June, 2026

These Terms & Conditions ("Terms") govern your access to and use of thecharliespaw.com and any associated pages, checkout flows, customer support channels, and products offered through the website (collectively, the "Site" and "Services"). They form a legally binding agreement between you and Vail Holdings LLC trading as Charlie's Paw ("Charlie's Paw", "Company", "we", "us", or "our").

By accessing the Site, placing an Order, or completing checkout, you acknowledge that you have read, understood, and agree to be bound by these Terms together with our Privacy Policy and Cookies Policy. If you do not agree, do not use the Site and do not place an Order.

  1. About us

The Charlie's Paw brand is operated by two related legal entities trading under the same brand name. Vail Holdings LLC is a limited liability company incorporated under the laws of the State of Wyoming, United States, and is responsible for transactions with customers located in the United States and Canada. Vail Group Pty Ltd is a company incorporated under the laws of Australia and is responsible for transactions with customers located in Australia. Both entities trade as Charlie's Paw. References to "we", "us", or "our" in these Terms refer to the entity responsible for your transaction based on your location as set out above. Our contact email for all enquiries is store@thecharliespaw.com. Our US registered address is 30 N Gould St Ste R, Sheridan, WY 82801. Our Australian registered address is Suite 329/98-100 Elizabeth Street, Melbourne, VIC 3000, Australia.

  1. Definitions

"Terms" means these Terms & Conditions as amended from time to time.

"Website" or "Site" means thecharliespaw.com and all associated pages.

"Product" means Advanced Lumps and Bumps Care, a nutritional supplement powder for dogs.

"Order" means a request submitted by a Customer to purchase the Product.

"Company", "we", "us", or "our" means Vail Holdings LLC for customers in the United States and Canada, and Vail Group Pty Ltd for customers in Australia, both trading as Charlie's Paw.

"Customer" or "you" means any individual who accesses the Site or places an Order.

"Guarantee" means the 90-Day Money-Back Guarantee described in Section 9.

  1. Acceptance of terms

By accessing or using the Site, browsing any page, or placing an Order, you confirm that you have read and understood these Terms and agree to be bound by them; that you are at least eighteen (18) years of age or the age of majority in your jurisdiction; that you have the legal capacity to enter into a binding agreement; and that you are not prohibited by applicable law from purchasing our Product.

At checkout, you will be required to confirm your acceptance of these Terms before your Order can be processed. By completing checkout, you are entering into a binding agreement with us on the basis of these Terms.

We reserve the right to amend these Terms at any time. Updated Terms will be posted on the Website with a revised date. Your continued use of the Website after such changes constitutes acceptance of the updated Terms.

  1. Product, descriptions, and regulatory disclaimer

4.1 Product description

Charlie's Paw sells a single physical product, Advanced Lumps and Bumps Care, a nutritional supplement powder for dogs formulated with Bone Broth Powder, Turmeric Extract, L-Carnitine, Turkey Tail Extract, and Black Pepper Extract.

4.2 Regulatory disclaimer and no veterinary advice[JA1]

The statements made about this Product on this Website have not been evaluated by the Food and Drug Administration (FDA) or any equivalent regulatory authority. This Product is not intended to diagnose, treat, cure, or prevent any disease or medical condition in animals. It is a nutritional supplement and is not a substitute for professional veterinary care, diagnosis, or treatment.

We strongly recommend consulting a licensed veterinarian before administering this or any supplement to your dog, particularly if your dog has an existing health condition, is on medication, is pregnant, nursing, or elderly. Individual results may vary.

4.3 Product accuracy

We make reasonable efforts to display the Product as accurately as possible. We do not warrant that product descriptions or other content are completely accurate or error-free. In the event that the Product is listed at an incorrect price due to a typographical or system error, we reserve the right to cancel any Orders placed and issue a full refund.

4.4 Pricing

Prices are displayed in the currency applicable to your region and are subject to change at any time without notice. The price applicable to your Order will be the price confirmed at the time of checkout.

  1. Orders and payment

5.1 Placing an Order

By placing an Order through the Website, you are making an offer to purchase the Product at the stated price, subject to these Terms. An Order is not confirmed until you receive an order confirmation email from us. We reserve the right to decline, cancel, or limit any Order at our sole discretion, including cases involving suspected fraud, payment failure, pricing errors, or product unavailability.

5.2 Payment processing

The Website is built and operated on the Shopify platform. All payments are processed securely through Shopify Payments and associated payment processors. We accept payment via American Express, Apple Pay, Google Pay, Mastercard, PayPal, Shop Pay, Union Pay, and Visa. We do not store your payment card details. All payment information is handled directly by the relevant payment processor in accordance with their applicable terms and security standards. Your use of the Website is also subject to Shopify's applicable platform terms available at shopify.com/legal/terms.

5.3 Order cancellation by us

We reserve the right to cancel any Order at any time before dispatch for any reason, including product unavailability, pricing errors, suspected fraudulent activity, or failed payment verification. In such cases, we will notify you by email and issue a full refund to your original payment method within seven (7) to ten (10) business days.

5.4 Order cancellation by customer

Once an Order has been placed and payment confirmed, cancellation requests cannot be guaranteed. If you wish to cancel an Order, please contact us immediately at store@thecharliespaw.com. If your Order has already been dispatched, it cannot be cancelled and you will need to follow the Returns process in Section 8.

  1. Shipping and fulfilment

6.1 Shipping destinations

We currently ship to customers in the United States, Canada, and Australia only. We do not ship to any other country or territory. Shipping costs and estimated delivery timeframes for your destination will be displayed at checkout before you confirm your Order. We reserve the right to update the countries we ship to at any time.

6.2 Delivery estimates

Delivery timeframes are estimates only and are not guaranteed. Delivery may be affected by carrier delays, customs processing, international logistics disruptions, peak seasons, public holidays, weather events, or force majeure events beyond our reasonable control. In the event of a significant delay, we will make reasonable efforts to notify you.

6.3 Customs, duties, and taxes

For international orders, your shipment may be subject to import duties, taxes, and customs clearance fees levied by the destination country. These charges are your sole responsibility and are not included in the product price or shipping cost at checkout. We are not responsible for any customs delays or charges.

6.4 Tracking

Where available, a tracking number will be provided to you by email once your Order has been dispatched via our order tracking service. We are not responsible for the accuracy or timeliness of carrier-provided tracking information.

6.5 Risk of loss

Risk of loss passes to you upon delivery to the carrier. If a package is marked as delivered but has not been received, please contact us at store@thecharliespaw.com within fourteen (14) days of the marked delivery date and we will make reasonable efforts to assist.

  1. Taxes

Where required by law, applicable taxes will be calculated and added at checkout. You are responsible for any taxes, duties, or levies not collected by us at checkout that may apply in your jurisdiction.

  1. Returns and refunds

8.1 Return eligibility

You may request a return within thirty (30) days of the delivery date. Items must be unused, unopened, and in their original condition and packaging, and accompanied by proof of purchase. Returns that do not meet these conditions may be refused at our sole discretion.

8.2 How to initiate a return

To initiate a return, please contact us at store@thecharliespaw.com within the return period, including your Order number and reason for return. Our team will review your request and, if approved, provide return instructions. Returns sent without prior approval will not be accepted.

8.3 Return shipping

Customers are responsible for the cost of return shipping unless the return is due to our error or a defective product. We recommend using a trackable shipping method, as we are not responsible for items lost or damaged in transit to us.

For the avoidance of doubt, where a return is made in connection with a claim under the 90-Day Money-Back Guarantee, the return shipping terms set out in Section 9 govern and not this Section 8.3.

8.4 Refunds

Once we receive and inspect your returned item, we will notify you of the outcome by email. If approved, your refund will be issued to your original payment method within seven (7) to ten (10) business days of approval. Original shipping costs are non-refundable unless the return is due to our error or a defective product.

8.5 Defective or incorrect items

If you receive a defective, damaged, or incorrect item, please contact us at store@thecharliespaw.com within seven (7) days of delivery with your Order number and photographic evidence. We will arrange a replacement or full refund at no additional cost to you.

8.6 Australian Consumer Law

For customers in Australia, transactions are governed by the laws of New South Wales, Australia, and are the responsibility of Vail Group Pty Ltd. Regardless of governing law, certain provisions of the Australian Consumer Law (Competition and Consumer Act 2010, Schedule 2) apply as mandatory law and cannot be displaced. To the extent, and only to the extent, required by those mandatory provisions, our products carry statutory guarantees that cannot be excluded. Where a major failure occurs, you may be entitled to a replacement or refund and compensation for reasonably foreseeable loss. Nothing in these Terms excludes, restricts, or modifies any such non-waivable statutory right.

8.7 Other jurisdictions

The governing law applicable to your transaction is set out in Section 19. To the extent that mandatory consumer protection laws in your jurisdiction of residence confer rights that cannot be excluded, restricted, or modified by a governing law selection, those rights apply solely to the extent required by such mandatory law and do not otherwise affect or vary these Terms.

  1. 90-Day Money-Back Guarantee

We stand behind the quality of our Product and offer a 90-Day Money-Back Guarantee to all customers on the following terms.

  • Eligibility period: The Guarantee applies within ninety (90) days of the date of delivery of your Order.

  • Qualifying customers: Available to first-time purchasers only, unless otherwise expressly stated by us in writing.

  • How to claim: Contact us at store@thecharliespaw.com within the 90-day period with your Order number and a brief description of your experience.

  • Refund amount: Full refund of the product purchase price to your original payment method. Original shipping costs are non-refundable unless required by applicable law.

  • Return requirement: We may require you to return the product or any unused portion before a refund is issued. Return shipping in such cases will be at our expense.

  • One claim per household: Limited to one claim per household address. We reserve the right to decline claims we reasonably believe are fraudulent or abusive.

  • Processing time: Approved refunds processed within seven (7) to ten (10) business days.

  • No effect on statutory rights: This Guarantee is a voluntary commercial offer and is in addition to, and does not limit, any statutory rights under applicable consumer protection laws in your jurisdiction. For Australian customers, the limitation of this Guarantee to first-time purchasers applies only to this voluntary commercial Guarantee and does not affect or limit any statutory guarantee rights available under the Australian Consumer Law, which apply to all eligible purchases regardless of purchase history.

We reserve the right to modify or discontinue this Guarantee for future purchases at any time, provided that any modification will not affect claims arising before the modification takes effect.

  1. Testimonials, reviews, and health claims

10.1 Testimonials[JA2]

Customer testimonials and before-and-after images displayed on the Website reflect individual experiences and results only. Individual results will vary and are not typical. The results shown or described in testimonials and before-and-after images are not guaranteed and may not reflect the experience of the average user. Where a material connection exists between a reviewer and Charlie's Paw, including the provision of free products, compensation, or incentives, such connection will be disclosed in accordance with FTC guidelines. Testimonials and reviews do not constitute guarantees of any specific outcome.

10.2 Health claims disclaimer

The statements and claims made on this Website regarding the Product's benefits have not been evaluated by the FDA or any equivalent regulatory authority. This Product is not intended to diagnose, treat, cure, or prevent any disease or medical condition. It is a nutritional supplement and is not a substitute for professional veterinary care.

10.3 Science-backed claims

References to science-backed ingredients on this Website are based on general nutritional research and are not intended to imply that the Product has been clinically tested or approved by any regulatory body. Individual ingredient research does not constitute proof of efficacy of the Product as a whole.

10.3 FTC disclosure and endorsement compliance

In accordance with the Federal Trade Commission's Guides Concerning the Use of Endorsements and Testimonials in Advertising (16 CFR Part 255), we disclose the following. Where any customer, influencer, affiliate, brand ambassador, or other person has received compensation, free products, discounts, or any other material benefit in connection with a review, testimonial, or endorsement of our Product, that material connection will be clearly and conspicuously disclosed in the relevant content. We require all persons who promote or endorse our Product in connection with any material benefit to comply with applicable FTC disclosure requirements. Results depicted in before-and-after images and testimonials reflect individual experiences only. We do not guarantee that any user will achieve the same or similar results. Charlie's Paw is solely responsible for ensuring that all advertising and promotional content published on or through the Website complies with applicable FTC guidelines, and no distributor, affiliate, or third-party endorser is authorized to make claims on our behalf that exceed or contradict the disclosures set out in these Terms.

  1. Intellectual property

11.1 Ownership

All content on the Website, including text, product descriptions, images, graphics, logos, icons, and branding assets, is the property of Vail Holdings LLC and Vail Group Pty Ltd, each trading as Charlie's Paw, or is used under license, and is protected by applicable intellectual property laws. Vail Holdings LLC owns all United States intellectual property rights in the Charlie's Paw brand, with a trademark application pending with the United States Patent and Trademark Office. Vail Group Pty Ltd holds the Australian brand rights and operates the Charlie's Paw brand in Australia under authorization from Vail Holdings LLC. References in these Terms to intellectual property rights include those of both entities as applicable to your jurisdiction.

11.2 Prohibited use

Without our prior written consent, you may not copy, reproduce, distribute, republish, or transmit any content from the Website in any form; use the Charlie's Paw name or logo for any commercial or non-commercial purpose; frame or mirror any part of the Website; use any automated scraping or data extraction tools on the Website; or create derivative works based on any Website content.

11.3 DMCA takedown procedure

If you believe that any content on the Website infringes your copyright, please send a written notice to store@thecharliespaw.com including: a description of the copyrighted work; its location on the Website; your contact information; a good-faith belief statement; a statement under penalty of perjury that the information is accurate; and your electronic or physical signature. We will review all valid DMCA notices and respond in accordance with applicable law.

  1. User content and reviews

By submitting any review, rating, comment, or other content to the Website, you grant Vail Holdings LLC and Vail Group Pty Ltd, each trading as Charlie's Paw, a non-exclusive, worldwide, royalty-free, perpetual, irrevocable license to use, reproduce, modify, publish, distribute, and display such content in any form and through any channel, without compensation to you. We will not use your content in a manner that materially misrepresents your views or experience. You represent that any content you submit is truthful, accurate, based on your genuine experience, and compliant with all applicable laws including FTC endorsement guidelines. We reserve the right to moderate, edit, or remove any content at our sole discretion.

  1. Prohibited conduct

When using the Website, you agree not to place fraudulent or unauthorized Orders; use the Website for any unlawful purpose; attempt unauthorized access to any part of the Website or our systems; use automated tools, bots, or scraping software to extract data from the Website; transmit any viruses, malware, or other harmful code; impersonate any person or entity; or purchase the Product for commercial resale without our prior written consent. We reserve the right to suspend or terminate your access to the Website without notice if you violate any of the above.

  1. Relationship with Shopify

Charlie's Paw is powered by Shopify, which enables us to provide our services to you. Any sales and purchases you make on this Website are made directly with the Company as defined in Section 2, being Vail Holdings LLC for customers in the United States and Canada, and Vail Group Pty Ltd for customers in Australia. By using the Website, you acknowledge and agree that Shopify is not responsible for any aspect of any sales between you and the Company, including any injury, damage, or loss resulting from purchased products. You hereby release Shopify and its affiliates from all claims, damages, and liabilities arising from or related to your transactions with the Company.

  1. Disclaimer of warranties

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE WEBSITE AND ALL PRODUCTS ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTY OF ANY KIND, EXPRESS OR IMPLIED. WE EXPRESSLY DISCLAIM ALL WARRANTIES INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT, AND ANY WARRANTY THAT THE PRODUCT WILL PRODUCE ANY PARTICULAR RESULT OR OUTCOME FOR ANY INDIVIDUAL ANIMAL.

Some jurisdictions do not permit certain warranty disclaimers, in which case the above disclaimer applies only to the maximum extent permitted by applicable law.

  1. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, VAIL HOLDINGS LLC AND VAIL GROUP PTY LTD, EACH TRADING AS CHARLIE'S PAW, AND THEIR RESPECTIVE MEMBERS, OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND SUPPLIERS SHALL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, OR PUNITIVE DAMAGES ARISING OUT OF OR IN CONNECTION WITH YOUR USE OF THE WEBSITE OR PRODUCTS, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES. OUR TOTAL AGGREGATE LIABILITY TO YOU SHALL NOT EXCEED THE TOTAL AMOUNT PAID BY YOU FOR THE SPECIFIC ORDER GIVING RISE TO THE CLAIM.

Nothing in these Terms limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded by applicable law. For Australian customers, nothing in these Terms excludes any guarantee, right, or remedy available under the Australian Consumer Law that cannot be excluded by contract.

16.1 Indemnification

You agree to defend, indemnify, and hold harmless Vail Holdings LLC and Vail Group Pty Ltd, each trading as Charlie's Paw, and their respective members, officers, directors, employees, agents, and suppliers from and against any claims, liabilities, damages, losses, costs, and expenses (including reasonable legal fees) arising out of or related to your use of the Website, your violation of these Terms, your violation of any applicable law, or any content you submit to the Website.

  1. Third-party links and services

The Website may contain links to third-party websites and services including the ParcelPanel order tracking service. We have no control over third-party content, privacy practices, or terms and accept no responsibility for them. Your use of any third-party service is at your own risk and subject to that third party's terms and conditions.

  1. Privacy and cookies

Your use of the Website is governed by our Privacy Policy and Cookies Policy set out in Parts II and III of this document respectively. By using the Website, you consent to the collection and use of your personal data as described in the Privacy Policy.

  1. Governing law

These Terms are governed exclusively by and construed in accordance with the laws of the State of Wyoming, United States, without regard to its conflict of law principles, for all customers located in the United States and Canada. For customers located in Australia, these Terms are governed by the laws of the State of New South Wales, Australia, to the extent that Vail Group Pty Ltd is the responsible entity for that transaction.

The parties expressly agree that the applicable governing law selection reflects a deliberate commercial choice and applies to the maximum extent permitted by applicable law.

Notwithstanding the foregoing, where a customer is located in a jurisdiction whose mandatory consumer protection laws cannot be excluded, restricted, or modified by a choice of law clause, including but not limited to the Australian Consumer Law (Competition and Consumer Act 2010, Cth) for Australian consumers; the Competition Act, applicable provincial consumer protection legislation including the Consumer Protection Act 2002 (Ontario) and equivalent statutes in other provinces and territories, for Canadian consumers; and applicable US federal and state consumer protection statutes for US consumers, those mandatory protections will apply to the extent required by law and only to that extent. Nothing in this governing law clause is intended to, and shall not be construed to, deprive any consumer of non-waivable statutory rights in their jurisdiction of residence.

  1. Dispute resolution

20.1 US customers

Customers located in the United States are subject to the binding Arbitration Agreement set out in Part IV of this document, which is incorporated into these Terms by reference. Please read Part IV carefully. It contains an arbitration agreement, a class action waiver, a jury trial waiver, and a thirty (30) day opt-out right. All dispute resolution procedures for US customers, including the informal resolution requirement, are governed by Part IV.

20.2 Canadian customers

Before initiating any formal dispute process, Canadian customers agree to first contact us at store@thecharliespaw.com with a written description of the dispute and the relief sought. We will attempt to resolve the dispute through good-faith negotiation within thirty (30) days. If unresolved, disputes shall be submitted to the courts of competent jurisdiction in the State of Wyoming, United States, subject to any mandatory jurisdiction requirements applicable in your province or territory. Canadian customers may also seek resolution through the courts of their province or territory of residence where required by applicable mandatory law.

20.3 Australian customers

Before initiating any formal dispute process, Australian customers agree to first contact us at store@thecharliespaw.com with a written description of the dispute and the relief sought. We will attempt to resolve the dispute through good-faith negotiation within thirty (30) days. If unresolved, disputes shall be submitted to the courts of competent jurisdiction in New South Wales, Australia. Australian customers may also seek resolution through the relevant state or territory consumer tribunal, such as the NSW Civil and Administrative Tribunal (NCAT), the Victorian Civil and Administrative Tribunal (VCAT), or the equivalent tribunal in their state or territory. The Australian Competition and Consumer Commission (ACCC) is available as a regulatory complaints body but does not itself resolve individual consumer disputes.

  1. Changes to these Terms

We reserve the right to modify these Terms at any time at our sole discretion. Updated Terms will be posted on the Website with a revised date. Your continued use of the Website after any changes constitutes your acceptance of the updated Terms.

  1. General provisions

These Terms, together with our Privacy Policy and Cookies Policy and, for US customers, the Arbitration Agreement in Part IV of this document, constitute the entire agreement between you and the Company as defined in Section 2 regarding your use of the Website and purchase of Products, and supersede all prior agreements, representations, and understandings. If any provision is found invalid or unenforceable, it shall be modified to the minimum extent necessary or severed, and all remaining provisions continue in full force. Failure to enforce any right shall not constitute a waiver of that right. You may not assign your rights under these Terms without our prior written consent. We may assign these Terms in connection with a merger, acquisition, or sale of substantially all assets. Completion of the checkout process constitutes your electronic acceptance of these Terms, which is valid and binding under applicable law.

  1. Contact information

US and Canada inquiries: Vail Holdings LLC trading as Charlie's Paw, 30 N Gould St Ste R, Sheridan, WY 82801, store@thecharliespaw.com

Australian inquiries: Vail Group Pty Ltd trading as Charlie's Paw, Suite 329/98-100 Elizabeth Street, Melbourne, VIC 3000, Australia, store@thecharliespaw.com

Website: https://thecharliespaw.com