Shipping & Returns
To ensure that your package is properly delivered and that you receive your package within the time frames we advertise, please make sure that your address is correctly entered and includes all relevant and/or required information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) is critical for ensuring timely delivery. We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect or incorrectly entered at the time of purchase.
All orders are subject to processing time that is separate and apart from the time it takes for a shipment to reach its destination once it has been picked up from our fulfillment center by the applicable carrier. Depending on a number of factors, orders may take up to 3 business days (excluding Saturdays, Sundays, and Holidays) to process.
SHIPPING RATES & TIMELINES
The estimated timelines for shipping can take up to 13 days. The shipping costs are free of charge in the USA.
If you are experiencing a non-delivery or your tracking information states that your package was delivered by the carrier but you have not received it; you must contact us within 10 days to file a claim.
We will assist you in working with the carrier to complete the claims process. Please note: Claims can take up to 30 days to complete (depending on the shipping carrier used).
Pawsdoc does not hold or accept responsibility for packages that have been reported as delivered by the carrier. We do not issue refunds or credits for packages that the carrier confirms as being delivered.
OUT OF STOCK ITEMS
If your order includes multiple items and one (or more) of the items are out of stock: we will go ahead and ship the rest of your order, issuing a refund to your original form of payment for the item(s) not in stock.
RESERVED RIGHTS REGARDING SHIPPING
While we will make every effort to accommodate your shipping and billing preferences, Pawsdoc reserves the right to require customers to use a “common” shipping and billing address in the event we are unable to process an order or verify a shipping address provided.
Additionally, Pawsdoc reserves the right to solely define and limit, refuse, and/or cancel orders from customers at any time due to:
- An irregular or excessive returns history indicative of “wardrobing;”
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or,
- Potential fraudulent or criminal activity.
Similarly, Pawsdoc reserves the right to limit, refuse, and/or reject returns (both in-store and online) to any customer or entity, due to similar actions as noted above.
Not happy with your purchase? You can return unused items for 100% money back within 30 days of receipt. Simply follow the return instructions below.
Want to change or cancel your order? We can cancel an order that has not been processed yet. In order to cancel your order, we must hear from you at the latest by 11.59 PM EST on the day of ordering. Otherwise your order will be processed and shipped out according to our terms. Please note that any orders that have already been packed or shipped cannot be cancelled. Contact us at firstname.lastname@example.org
Order lost in transit? In some rare cases your order can take longer to arrive. Although this is due to shipping conditions we do not directly control, we can offer you a full refund if your order is not delivered within 45 days since shipping. Note: for faster shipping, some of your Items may arrive in multiple packages.
Our return policy lasts 30 days. If 30 days have gone by since the receipt of your purchase, unfortunately we can’t offer you a refund or exchange.
Please carefully inspect your shipments as soon as you receive them. We will only offer refunds, replacements or exchanges for defective or damaged products when requested within 2 days of your receipt of the product.
If you are not 100% satisfied with your purchase, you can return your order for a full refund (Returns must be in the state you received them, and in the original packaging) or receive another product of your choice that will be shipped to you free of charge.
DEMAGED OR DEFECTIVE ITEMS
Received a damaged item? We’ve got you covered and will send out a new one free of charge. No need to return the damaged product! Please email us at email@example.com with a photo or a short video of the defective item.
Any damaged or defective items must be reported to us within 2 days of your package delivery date.
Items are not eligible for a refund due to size or measurement issues, if the shipped item is the same variant/size as you ordered. In case the size/variant issue is due to us, we accept exchange or refund requests.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Please do not send your purchase back to the manufacturer.
How to request returns? It's really simple & easy! Get in contact at firstname.lastname@example.org and your return will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or full refund.
Refunds will be returned to the same method of order payment, or if chosen, by store credit that never expires.
CUSTOMER SERVICE SUPPORT
To assist with shipping, returns, and other order necessities, we have increased our staff and have a dedicated customer support team readily available. We are working to answer your questions as quickly as possible always.