Shipping
How do you ship?
We use FedEx, UPS, USPS or DHL to get our products to your door. Please make sure to input the correct address when completing your order.
When will my order ship?
Most orders are shipped the same day. Once you place your order, we promise to process all items that are in stock within 1 to 2 business days. Any order placed over the weekend will be processed Monday (or if Monday is a holiday, the next business day).
Is shipping free?
If you order over $50.00 worth of Paw.com products, your shipping is free.
Returns
Do you accept returns?
We allow returns on an order as long as a return request is communicated within 30 days of receiving the order. Returns must be in the state you received them, and in the original packaging, We can only accept returns on items that are still in new condition (must not have any dog fur, dirt, stains, or odors present).
You will be required to ship the item back to us; please note that unless the item is defective, we do not send out pre-paid return labels. We will refund 100% of what you paid for the product.
If your item arrives damaged or defective, please contact our support team at support@paw.com and be sure to include a photo for quality assurance purposes. For all other return reasons, you will be responsible for shipping costs back. Please note the following exceptions to our 30-day return policy:
***MEMORY FOAM BEDS - All memory foam beds come with memory foam that is compressed and wrapped in a sanitary protective packaging. Once the protective packaging is removed, we can no longer accept any returns. Before opening the foam, please place the bed cover on a flat surface to ensure the size is right for your pup. No returns apply to memory foam beds where the foam is removed from the protective packaging.
How do I return an item?
1.) Email customer care at support@paw.com and include the following information:
–In the subject line, please write "Return Request."
–In the body of the email, please be sure to include your order# (emailed to you when you made the purchase), first and last name, and the details of your return.
–If returning a memory foam dog bed, please be sure to include a photo of the foam wrapped in the protective packaging. If the bed is sent back to us with memory foam that is opened from its protective packaging, we will not be able to accept it back.
–For defective items, be sure to include a photo for quality assurance purposes.
2.) We will verify that your return request was communicated within 30 days of receiving the order and email you back with further information on your return, including where to ship your item(s).
3.) Repackage your product in the original packaging. Ship your return to the address provided by our support team.
4.) Please allow up to 3-6 business days for the refund to be processed from the time we received your return. You will receive a full refund to the original payment method used.
If you have any questions regarding our Returns Policy, please contact us at support@paw.com.