Return Policy (USA only)
What makes your return policy so bark-tastic?
We know that when you place an order with us you are eager to receive it to get your dogs tail wagging. We are just as excited for you & even more excited to get these goodies into the paws of your beloved dog. So, shop from home with the comfort of knowing that your order is backed by a 100% Money Back Guarantee. We want you to be happy with all the items you ordered, our 30-Day Guarantee gives you plenty of time to check out your items upon arrival. If and item needs returned, all we ask is that all items are returned in original, unused and resalable condition. This means the item must be returned to us in the exact original as you received it with tags & all. Please fill out and include in the box our return form so that we can quickly process your return. Unfortunately, for hygienic reasons we do not accept returns of treats, beds or perishable products, all sales are final and cannot be exchanged or returned. On other items purchased we will exchange the item or give you full credit or a refund for the purchased price of the item by your original method of payment once item is received and verified to be in new condition. The refund or replacement will be issued immediately.
In order to save paper and trees, instead of including a postage paid return label in each box we provide you with a handy tool on our website that allows you to quickly and easily print a free, postage-paid return label. And we ask you to print and fill our the "reason for return" form and include this in the box. When printing the free, postage-paid return label, please include insurance for the price of the goods, this will also make the package trackable for us.
Click here to access the return label and form.
*Note: Due to high return shipping costs we do not offer returns/exchanges for international shipments. Please make sure all measurements and information is correct before you place your order. Please look over the items you are purchasing to make sure it is truly what you want. We research our items to bring you the very best, so we do feel you will love all the items we offer.
If an item is broken during international delivery we will send you out a replacement ASAP once we verify the items condition. Please email us to start the process.
Please Note:
*Exchanges are subject to availability. In the event that the item you requested for an exchange is no longer available, a refund will be processed.
*Refunds will be processed in the form of payment used on the original order. For credit card refunds, please allow 1 or 2 billing cycles for the credit to appear on your statement.
*Refunds will include product and tax amount only (shipping & handling fees are not refunded or credited). In the event that an incorrect item was shipped, or if products were flawed or damaged in transit, we will also include the shipping charges in your refund.
*We cannot accept COD returns.
On beds and other toys, normal wear and tear or damage incurred by your pet's play is to be expected, and therefore not covered under our guarantee. We recommend supervised play for all our toys. We want to be sure that every pet toy or bed leaving our doors meets your needs and ours standards for quality merchandise. If you feel that a product you purchase has a considerable defect we recommend contacting the manufacturer directly. If you need assistance in contacting the manufacture please email us for help.
How do I return an order?
We make shipping back the return as easy as 1, 2, 3, saving you time, money and trees. In order to save paper and trees, instead of including a postage paid return label in each box we provide you with a handy tool on our website that allows you to quickly and easily print a free, postage-paid return label. And we ask you to print and fill our the "reason for return" form and include this in the box. When printing the free, postage-paid return label, please include insurance for the price of the goods, this will also make the package trackable for us.
Click here to access the return label and form.
If for any reason you need to return or exchange an item, just contact us directly via email or Toll-Free at 1-877-4-PAWLUX
To insure item safe delivery of your item, please pack the item back up exactly as it was received. There should be at least 2 inches of crinkle-cut padding around all sides of the item and the item should be firmly nestled in the center of the packaging.
Until you receive a delivery confirmation that we have received the package, it is still your property. But rest assure, if your return is lost in shipping we will do all we can to help you track it.
Once we receive your item and upon inspection your full refund will be processed and you will be updated throughout the whole process.
Please send all returns/exchanges to:
Paw Luxury
26 Streibeigh Lane
Montoursville, PA 17754
Now that's what we call customer service!
I received my order, but something was damaged. How do I go about reporting this and get a replacement?
Sorry to hear that one of the items you selected arrived damaged. In the instance you receive your items and they got damaged and broken in shipment email or call us ASAP Toll-Free 1-877-4-PAWLUX. After our very simple process to verify the damage we will get your new product shipped out to you the same day.
I received the wrong item?
We want to first send our sincere apologizes for the inconvienence we may have caused. In the instance you receive the wrong item in shipment - email or call us ASAP Toll-Free 1-877-4-PAWLUX.
In order to save paper and trees, instead of including a postage paid return label in each box we provide you with a handy tool on our website that allows you to quickly and easily print a free, postage-paid return label. And we ask you to print and fill our the "reason for return" form and include this in the box. When printing the free, postage-paid return label, please include insurance for the price of the goods, this will also make the package trackable for us.
Click here to access the return label and form.
We will get your new product shipped out to you the same day. So there is no waiting! Now that's what we call Customer Service!
When do restocking fees apply?
A restocking fee of 35% applies to packages that are rejected or refused by you the customer. If the postal carrier tries to deliver it multiple times and you are not there to receive the item and it is sent back we will contact you immediately to access the situation & will determine whether or not the restocking fee will be applied based on your circumstance. Because here at Paw Luxury we understand that life happens and we care about our customers and their family's well-being. The fee is assessed to cover the shipping charges we accrue when USPS returns your order to Paw Luxury.
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