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Returns & Exchanges

Paw2Paws makes choosing the right item for your pet an easy experience and we want you to be happy with your selections.

Your satisfaction is vitally important to us, but we also understand that issues may arise. Please view our Return Policy below, and if you have any questions you may also reach out to our customer service department via email to info@paw2paws.com , or call us toll free to: 877-996-2228, or to our local number 305-692-2228.

Return Policy

We’re sorry your order didn’t work out, as we have different return policies pending the item, please read carefully to the ones that apply. Also, where applicable, please be sure to check the size charts with each item, they will be with the product images, as well as in additional product information when you scroll down the page. Proper measurement is the surest way to avoid returns due to sizing issues.  We know that measuring a dog is not always easy, so we make ourselves available to answer any questions or assist you in the process by contacting us via email to info@paw2paws.com, or you may call us at 1-877-996-2228, or (305) 692-2228. We are dedicated to helping you find the right size for your pet.

We do not refund your original shipping or return shipping charges

Clothing/Accessories/ Wellness: For general returns (including sizing), unless the item was personalized, our policy is for store credit or exchange. We do not refund your original shipping or return shipping charges. We do issue store credit that is valid for 6 months from issuance, so you may take your time and enjoy looking for something that works for you and your furry friend.

Items purchased online may be returned within 7 days of receipt with your return authorization number, but with the following exceptions:

All items being returned or exchanged must be in its original packaging complete with all tags attached, packing materials, unworn, unused and in sellable condition. No items can be accepted for return if they have dog hair on them. If you are unsure of fit, we suggest you measure your dog and then the piece of clothing you ordered before trying it on your dog. Also keep in mind the elasticity and stretch some items may have to help insure better fit. Once an item has been tried on, it is no longer returnable. This policy is to insure that every Paw2Paws customer receives items in new, safe, and excellent condition. Pending the Item there may be a restocking fee $5.00

We do not accept returns or exchanges on final sale, clearance items, custom or personalized orders, costumes and all holiday items. For hygienic reasons, we do not accept returns or exchanges for pet carriers, sofa covers, beds, pet id tags, treats, toys, panties, diapers, belly bands, hair accessories, bowls and feeders.

Toys: Remember: NO dog toy is indestructible, please be aware that toys are not returnable items.

Personalized items and Custom Orders:  As these items and orders were specifically ordered for your pet/s, or customized for your needs, all sales are final and we cannot accept returns or exchanges for this.

Damaged or Defective Items: We stand behind our products! But if for some reason you received an item that is defective, you MUST contact us with the specific issue within 24 Hours  of receipt so we may exchange the item for its exact or best replacement. Email us to info@paw2paws.com or call toll free to 1-877-996-2228, or locally to (305) 692-2228. If it’s after hours, or we are helping other customers, please leave a message with your item, order number and contact information so we can get back to you as soon as we can. To replace the item , we may require some pictures to validate the defect,  these can be taken with any cell phone or camera and emailed to us at: info@paw2paws.com. Please include your order# on the email as reference.

Items damaged in transit must be reported with 24 hours of receipt. Your assistance will be required during the claim process.

Items damaged by your pet are non-returnable and will be considered a complete loss. We do not repair or replace items damaged by your pet. The merchandise sold on our online store are not guaranteed to withstand your pets behavior.

Return Process:

Whether you request store credit or exchange, ALL returns must be authorized with an RA # (Return Authorization Number) that must be obtained prior to sending your item back. This RA# must be written on the package. You may obtain this by emailing us to info@paw2paws.com or call our toll free number (877) 996-2228, or our local number (305) 692-2228. Please have your order number ready for reference. Also note, at times we may request you send us pictures of the item being returned , this can be done with any cell phone and emailed.  Once the return is authorized, we will provide you with an address to where you can return the goods.

If the return has been approved and the RA number was issued, you are fully responsible for shipping the item back to us in its original packaging.  Feel free to use your preferred shipping method to return the item back to us. We recommend using a shipping method that issues a tracking number for the package (DHL, UPS, FedEx, USPS with Delivery Confirmation), as we are not responsible for lost/stolen packages. Return shipping charges will not be reimbursed. 

Issuance of an Return Authorization number ( RA#) number does not automatically constitute a credit or approved exchange. Once we receive the item, we will inspect to confirm that it is unused and in original packaging. We reserve the right to refuse items that have been used, or do not comply with our return policy. Once the return has been received and approved, we can issue the store credit and/or process the exchange. Please allow up to 7-10 business days for this. We do not refund your original shipping or return shipping charges.  For exchanged items, shipping fees to send the item back to you will be handled on a case by case basis, this fee may vary pending the item and chosen shipping method.

Please note, pending the item you may be charged a $5.00 restocking fee, if applicable, you will be advised of this during the return authorization process.

We cannot accept returns or exchanges on international orders.[/vc_column_text][/vc_column][/vc_row]