Shipping & Returns
Shipping & Returns
Shipping
We currently ship to addresses in the United States only.
Delivery times by item type:
- Most items (shipped from US warehouses): ship within 1–3 business days and arrive 3–8 business days after shipping.
- Some novelty items, costumes and small accessories that ship from overseas, and elevated pet cots (built after you order): arrive about 2–3 weeks after you order.
Not sure which group an item is in? Email pupsandpawco@gmail.com before you order and we'll tell you.
Many items ship free. If an item has a shipping charge, it's shown at checkout before you pay.
You'll get an email with tracking as soon as your order ships. Orders with several items may arrive in separate packages.
If we can't ship your order within the times above, we'll email you a revised shipping date. If you'd rather not wait, you can cancel for a full refund.
Cancellations
You can cancel any order for a full refund before it ships. Email pupsandpawco@gmail.com with your order number.
Returns
You have 30 days from delivery to request a return. Items must be unused, unwashed and in their original packaging with all parts and tags.
There is no restocking fee.
If an item arrives damaged, defective or wrong, return shipping is free. For all other returns, the customer pays return shipping.
We can accept returns only from addresses in the United States.
Some items can't be returned unless they arrive damaged, defective or wrong:
- For hygiene reasons: opened food or treats, and used grooming items, toys, chews, lick mats, toothbrushes or bedding.
- Personalized or custom-made items.
- Items marked "final sale" on the product page.
How to return: email pupsandpawco@gmail.com with your order number before sending anything back. We'll email you a return authorization with the return address and instructions. Please ship your return within 14 days of receiving them. We can't accept packages sent without a return authorization or to a different address.
Damaged, defective or wrong items
Let us know within 5 days of delivery and include photos of the problem, the box and the shipping label. If we need the item back, we'll send you a prepaid return label. Then you choose a replacement or a full refund (if a replacement is out of stock, we'll refund you in full).
Refunds
Approved refunds go back to your original payment method within 5 business days of approval or of the return arriving. Your bank may take a few more days to post it.
Late or lost orders
If tracking hasn't updated for 7 business days, or your order hasn't arrived 10 business days after the estimated delivery date, contact us and we'll reship it or refund you. If tracking shows your order was delivered but you can't find it, email us within 7 days and we'll help you file a claim with the carrier.
Questions
Email pupsandpawco@gmail.com. We reply within 1–2 business days.
