Faq return and exchanges

faq return and exchanges
What is the Paws & Pals holiday return policy?

Paws & Pals offers a special holiday return policy to help make your holiday season a little more joyous! All orders placed between November 25, and December 25 may be returned up until January 31.

How do I cancel my Paws & Pals order?

You can cancel your Paws & Pals order by emailing [email protected] within 24 hours of placing your order.

How long do I have to cancel my Paws & Pals order?

If for any reason you change your mind or need to cancel your Paws & Pals order, you have up to 24 hours to contact us. All orders that are cancelled within 24 hours will receive a full refund. Because we rush your orders out of our warehouse as quickly as possible, we do charge a cancellation fee for all cancellation requests received over 24 hours after the order is placed.

Does Paws & Pals charge a cancellation fee?

Paws & Pals only charges a cancellation fee for orders cancelled after 24 hours.

How do I place an exchange with Paws & Pals?

You can exchange items with Paws & Pals by submitting your exchange request to [email protected]als.com within 30 days of receiving your order.

Who's responsible for returning exchanged items to Paws & Pals?

The customer is responsible for the return of an item when requesting an exchange with Paws & Pals.

How long does it take to receive my new item when making an exchange with Paws & Pals?

As soon as Paws & Pals receives notification that your return shipment is in transit, the fulfillment center will ship your replacement item when received.

What happens if Paws & Pals cannot offer an exchange?

If Paws & Pals cannot offer an exchange, you will automatically be given a refund which will be issued to the original method of payment.

How do you place a return with Paws & Pals?

To place a return with Paws & Pals please submit your return request to [email protected] within 30 days of receiving your order.

Who's responsible for returning items to Paws & Pals?

The customer is responsible for returning products to Paws & Pals. When we're at fault, we pay shipping on returning items.

I submitted my return request to Paws & Pals, what happens next?

Once a return request has been submitted to Paws & Pals, our customer care team will review your request and issue a Return Merchandise Authorization (RMA) number via email. You will be emailed a pre-paid UPS return shipping label along with instructions for returning your item(s) to our fulfillment center.Item(s) must be shipped back with an RMA number. Item(s) received later than 10 days are subject to a $10 restocking fee.Returns sent back without an RMA number are subject to a $10 restocking fee.

Does Paws & Pals charge a restocking fee for returned items?

Paws & Pals charges a $10 restocking fee if item(s) are received later than 10 days or are sent back without an RMA number.

Can I return used or dirty items to Paws & Pals?

Items returned to Paws & Pals must be in new, unused, and re-sellable condition. Dirty items are subject to a restocking fee.

Will Paws & Pals ever cancel my return?

Returns that have not shipped within 15 days of the issuance of an RMA may be cancelled by Paws & Pals, and future returns may be denied.

How long does it take to receive my refund from Paws & Pals?

Once the item(s) are received and inspected by the Paws & Pals warehouse, your refund will be issued less any applicable return shipping or restocking fees. You will receive an email confirmation once we have processed your refund, which will be issued to the original method of payment.

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