Last Updated: September 13, 2026
PLEASE READ THESE TERMS OF USE CAREFULLY. THEY CONTAIN A MANDATORY ARBITRATION AGREEMENT AND CLASS ACTION WAIVER THAT REQUIRE ANY DISPUTE BETWEEN YOU AND HILOPAW TO BE RESOLVED ON AN INDIVIDUAL BASIS THROUGH BINDING ARBITRATION RATHER THAN IN COURT, EXCEPT WHERE PROHIBITED BY APPLICABLE LAW.
These Terms of Use ("Terms") constitute a legally binding agreement between you ("User", "you", or "your") and HiloPaw (owned and operated by individual sole proprietor Pham Long Thanh, hereinafter referred to as "HiloPaw", "we", "us", or "our"), governing your access to and use of the website [www.hilopaw.com] and all related digital services, applications, stores, features, and content (collectively, the "Services").
By accessing, browsing, registering for an account, or purchasing any pet accessories, toys, apparel, beds, cushions, or other items via the Services, you agree to be bound by these Terms, our Privacy Policy, and any supplemental terms referenced herein. If you do not agree to these Terms, you must immediately cease using the Services.
Age Requirement: You must be at least 18 years old or the age of legal majority in your jurisdiction to enter into these Terms and purchase products. Minors aged 13 or older may only use our Services under the direct supervision and authorization of a parent or legal guardian.
Account Creation: To access certain features (such as order tracking, loyalty perks, and reviews), you may create an account ("Account"). You agree to provide accurate, current, and complete registration information and promptly update it when changes occur.
Account Security: You are solely responsible for maintaining the confidentiality of your credentials and for all activities conducted under your Account. You agree to notify HiloPaw immediately at support@hilopaw.com of any suspected breach or unauthorized use. We reserve the right to suspend or terminate accounts providing false or fraudulent information.
Product Lines: HiloPaw offers pet accessories, pet toys, pet apparel, pet beds, mats, orthopedic cushions, and related lifestyle pet gear.
Pricing & Currency: All prices displayed on the Services are quoted in United States Dollars (USD) unless expressly indicated otherwise. We reserve the right to adjust pricing, shipping fees, or discontinue products at any time without prior notice.
Order Acceptance: Receiving an order confirmation email does not signify our final acceptance of your order. We reserve the right to decline, cancel, or limit quantities of any order for reasons including, but not limited to, inventory shortages, technical pricing errors, or suspected fraudulent activity. If your order is canceled after payment processing, a full refund will be credited back to your original payment method.
Taxes and Import Duties: For cross-border orders delivered outside Vietnam, you as the importer/customer are solely responsible for any applicable local sales taxes, value-added taxes (VAT/GST), customs tariffs, or import clearance fees imposed by your destination country.
Non-Medical Nature: All products sold by HiloPaw—including pet beds, orthopedic mattresses, garments, walking gear, and toys—are designed for comfort, leisure, and daily companion care. They are not medical devices, veterinary therapeutics, or safety restraints.
Professional Advice: Information published on our Services (including product guides, sizing tips, and blog articles) is for educational and general informational purposes only. It does not constitute certified veterinary medical advice, diagnosis, or treatment. Always consult a licensed veterinarian regarding specific medical conditions, skeletal disorders, allergies, or physical requirements of your pet.
Supervision & Safety: Pet owners are solely responsible for supervising pets during the use of any HiloPaw product, particularly toys, garments, and chewable bed materials. Discontinue use immediately if any item becomes torn, chewed through, or presents a potential choking or digestive obstruction hazard. HiloPaw disclaims any liability for injuries, ingestion incidents, or damages resulting from unsupervised product use.
Shipment Terms: All purchases made on HiloPaw are processed through third-party logistics carriers.
Lost or Damaged in Transit (Customer Protection): Notwithstanding carrier standard shipment terms, HiloPaw is dedicated to customer satisfaction:
If your parcel is confirmed lost by the shipping carrier, or
If your item arrives physically damaged during transit, HiloPaw will provide a complimentary brand-new replacement product.
Claim Notification: To receive a replacement for transit-damaged goods, you must contact us at support@hilopaw.com within seven (7) calendar days of marked delivery, providing clear photographic and video documentation of the package condition upon arrival.
Please carefully read the information regarding shipping terms.
We want you and your pet to love your purchase. HiloPaw provides a 30-Day Return Window under the following our refund policy strict conditions:
Eligibility Window: You must request a return within thirty (30) days from the verified carrier delivery date.
Condition Requirements:
Products must be clean, unwashed, free of pet hair/dander, and exhibit no signs of wear, chewing, or customer-induced damage.
Products must remain in their original retail packaging with all protective wraps, labels, tags, inserts, and accessories fully intact.
Mandatory Unboxing & Inspection Video: To be eligible for a refund or return under manufacturing defect claims, you must provide an unedited unboxing and initial testing/inspection video recording the opening of the package and demonstrating the claimed issue. Requests lacking unboxing video proof may be declined.
Return Shipping Fees: Unless the item arrived defective or incorrectly fulfilled by HiloPaw, the customer is responsible for shipping costs incurred when returning goods to our designated fulfillment center.
Refund Processing: Once your return is received, inspected, and verified against our return conditions, your refund will be processed to your original payment method within 5–10 business days.
Submission of Content: The Services allow customers to post written reviews, ratings, comments, and upload multimedia content (such as photos and videos of their pets using HiloPaw gear) ("User Content").
Grant of Worldwide Marketing License: By posting, uploading, or submitting User Content to our Services, social channels, or direct brand communications, you hereby grant HiloPaw an irrevocable, perpetual, worldwide, non-exclusive, royalty-free, transferable, and sublicensable license to use, reproduce, modify, adapt, publish, translate, display, publicly perform, distribute, and commercialize such User Content (including your pet's likeness, name, and accompanying reviews) across any media format or marketing channel (including our website, advertising campaigns, emails, printed promotional materials, and social platforms) without compensation, notification, or moral right restrictions.
Representations: You represent and warrant that you own or hold the necessary rights and consents to post your User Content and that it does not infringe upon any third party's privacy, copyright, or trademark. We reserve the right to remove any User Content that violates our community standards or applicable law.
All materials contained within the Services—including brand names, logos, slogans, text, product graphics, interface designs, custom software code, images, and audio/video files—are the exclusive intellectual property of HiloPaw and its proprietor Pham Long Thanh, or licensed from third-party partners. You may not copy, reverse engineer, scrape, download (except standard page caching for personal browsing), distribute, or create derivative works from our content without our prior written consent.
HiloPaw respects the intellectual property rights of others. If you believe in good faith that any content hosted on our Services infringes your copyright under the Digital Millennium Copyright Act (17 U.S.C. § 512) or international copyright treaties, please submit a formal written notice containing:
Physical or electronic signature of the copyright owner or authorized representative;
Identification of the copyrighted work claimed to have been infringed;
Identification of the infringing material with URL or specific location;
Your full legal name, mailing address, telephone number, and email address;
A statement of good faith belief that the disputed use is unauthorized;
A statement made under penalty of perjury that the notification is accurate and you are authorized to act on behalf of the owner.
Submit your DMCA notice to:
Attention: DMCA Copyright Agent (Pham Long Thanh / HiloPaw)
Email: support@hilopaw.com
Address: Song Lang, Vu Thu, Thai Binh, Vietnam
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, THE SERVICES AND ALL PRODUCTS SOLD THROUGH HILOPAW ARE PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED. HILOPAW EXPRESSLY DISCLAIMS ALL WARRANTIES, INCLUDING IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, WORKMANSHIP, DURABILITY, AND NON-INFRINGEMENT. WE DO NOT GUARANTEE THAT SERVICE FUNCTIONS WILL BE UNINTERRUPTED, BUG-FREE, VIRUS-FREE, OR FULLY SECURE.
TO THE FULLEST EXTENT PERMITTED BY LAW:
IN NO EVENT SHALL HILOPAW, PHAM LONG THANH, OR ITS EMPLOYEES, CONTRACTORS, AND SUPPLIERS BE LIABLE FOR ANY INDIRECT, INCIDENTAL, PUNITIVE, SPECIAL, OR CONSEQUENTIAL DAMAGES (INCLUDING LOSS OF PROFITS, DATA LOSS, PROPERTY DAMAGE, OR PET INJURY ARISING FROM MISUSE) UNDER ANY LEGAL THEORY.
HILOPAW’S TOTAL AGGREGATE LIABILITY ARISING OUT OF OR RELATING TO THESE TERMS OR YOUR USE OF OUR PRODUCTS SHALL NOT EXCEED THE TOTAL AMOUNT ACTUALLY PAID BY YOU TO HILOPAW FOR THE SPECIFIC ORDER GIVING RISE TO SUCH CLAIM WITHIN THE PRECEDING SIX (6) MONTHS.
You agree to defend, indemnify, and hold harmless HiloPaw, Pham Long Thanh, and our authorized contractors, affiliates, agents, and representatives from and against any claims, liabilities, damages, judgments, losses, costs, or expenses (including reasonable legal and attorney fees) arising from:
Your breach or violation of these Terms;
Your User Content or reviews;
Your negligent use or misuse of HiloPaw products; or
Your infringement of any third-party rights or applicable laws.
Informal Dispute Resolution First: Before initiating formal legal proceedings, you and HiloPaw agree to contact each other in good faith to resolve any claim amicably. You must send a written notice of dispute detailing your claim to support@hilopaw.com. If unresolved within forty-five (45) days, either party may initiate arbitration.
Binding Individual Arbitration: Except for disputes qualifying for small claims court or injunctive actions regarding intellectual property infringement, any dispute, controversy, or claim arising out of or relating to these Terms, the Services, or HiloPaw products shall be resolved exclusively by final and binding individual arbitration administered by JAMS (Judicial Arbitration and Mediation Services) under its Streamlined Arbitration Rules & Procedures (or Comprehensive Arbitration Rules if exceeding $100,000 USD), or the American Arbitration Association (AAA).
Class Action Waiver: YOU AND HILOPAW AGREE THAT ALL DISPUTES SHALL BE ARBITRATED OR LITIGATED ON AN INDIVIDUAL BASIS ONLY. YOU EXPRESSLY WAIVE ANY RIGHT TO COMMENCE, JOIN, OR PARTICIPATE AS A PLAINTIFF OR CLASS MEMBER IN ANY CLASS, COLLECTIVE, CONSOLIDATED, OR REPRESENTATIVE PROCEEDING.
Governing Law & Forum: These Terms and any dispute hereunder shall be interpreted and governed by the laws of the State of New York, United States (without regard to conflict of law principles) and the Federal Arbitration Act (FAA). For any claims not subject to arbitration, both parties consent to personal jurisdiction in the federal or state courts located in New York, NY, USA, or the competent courts of Vietnam as elected by HiloPaw.
HiloPaw reserves the right to amend, update, or replace these Terms at our discretion. The "Last Updated" date at the top will reflect the latest version. Material updates will take effect upon posting to the Services. Your continued use of the Services or placement of orders following the posting of modifications constitutes your acceptance of the revised Terms.
If any provision of these Terms is deemed unlawful, void, or unenforceable by an arbitrator or court of competent jurisdiction, that specific provision shall be deemed severable and shall not affect the validity and enforceability of any remaining provisions. These Terms, together with the Privacy Policy and order confirmations, constitute the entire agreement between you and HiloPaw regarding the Services.
For customer inquiries, warranty replacement questions, return authorizations, or legal notices, please reach out to us:
Brand Name: HiloPaw
Operating Entity / Sole Proprietor: Pham Long Thanh
Physical Address: Thon Hoi Song Lang, Vu Thu, Thai Binh, Vietnam
Customer Support Email: support@hilopaw.com
Customer Care Hotline: +84 898 895 533
Website: www.hilopaw.com
