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Shipping & Returns

GENERAL INFORMATION

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.

SHIPPING & DELIVERY

PROCESSING TIME 

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 1-5 business days (excluding Saturdays, Sundays, and Holidays) to process. 

SHIPPING RATES & TIMELINES

The estimated shipping time is 7-21 days. The shipping costs are free of charge.

Packages shipped from our US warehouse are shipped through USPS.

Packages from our warehouse in China will be shipped by USPS or or other shipping partner depending on the weight and size of the product. 

We work with several different suppliers, so if you have ordered several products, it is possible that you receive several packages a few days apart.

DELIVERY CLAIMS

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.

RETURNS & REFUNDS

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.

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 lucie@pawsdoc.com.

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.

Received a damaged item?

We’ve got you covered and will send out a new one free of charge. Please email us at lucie@pawsdoc.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. 

Not happy with your order?

If you are not 100% satisfied with your purchase, you may request a refund but you must return the item at your expense. (Returns must be in the state you received them, unused and in the original packaging).

Exchanges

If for any reason you would like to exchange your product, you must contact us first and we will guide you through the steps. Get in contact at lucie@pawsdoc.com and your exchange will be investigated. If the goods are faulty or damaged we offer either a new item (exchange) or full refund. 

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.

Refunds

Refunds will be returned to the same method of order payment.

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. Please contact us with any questions at lucie@pawsdoc.com.

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