Refund policy
We always strive to accommodate all return/exchange requests. Please help us by measuring your pet as accurately as possible, so that you receive the correct sized item. We do carry some items that are custom made for your pet and those cannot be returned. Presently, we are unable to accommodate exchanges by mail. Instead, we welcome you to return your item(s) in accordance with our returns policy and repurchase the item(s) in the desired size or style once your store credit is issued.
If an item is eligible for exchange/return, here are the guidelines that we follow:
1. For items that are eligible, return requests must be made within 14 days of receipt of the order. Returned items must be received by us within 14 days of your request approval.
2. Any item returned without Authorization will NOT be processed and will not be returned.
3. Shipping and handling charges are NOT refundable.
4. All returns must be in original packaging, unused, and in saleable condition. We are not responsible for any damage that is caused by your dog to any of the merchandise. We cannot honor returns for any merchandise that has been used or is not in its original new condition. Returns must be free of any odors or dog hair. Make sure all of the returned items have all the tags attached. Items with the tags removed are NOT returnable.
5. If an item arrives damaged or defective you must contact us within 48 hours of receipt. If the box appears damaged upon receipt, do not sign for or accept it and it will be returned to us. We will send an exchange or credit you for the item.
6. You must contact us within 30 days of order placement if your item has not arrived. We will not be held responsible for notifications after that time.
7. Please return your items with an insured courier (e.g., FedEx, UPS, USPS Priority Mail) and retain your receipt. Please be advised that until there is proof that we have received your merchandise, it is your property. Paws R Uz is not responsible for items damaged or lost in transit. Items returned through the U.S. Mail using only insurance without delivery confirmation can be lost in transit. Insurance by itself does not provide proof of delivery. If an insured item becomes lost, it is the customer's responsibility to file a claim with the Post Office to recover their loss for their merchandise. Insurance with the post office is a transaction between the individual and the United States Postal Service and is not affiliated with Paws R Uz.
8. Shipping and handling are non-refundable.
If you have any questions regarding the return policy of a particular item, please email us at Contact@PawsRuz.com
Alternatively, you may reach us at 763-238-7838. Please leave a message if you do not reach us directly and someone will return your call during normal business hours (EST).
