Refund policy

This Refund and Exchanges Policy applies to all purchases made through the website mydrpaw.com.

GROOMING LINE REFUND POLICY

For hygiene and safety reasons, we do not accept returns or provide refunds for grooming products that have been used.

RETURN POLICY

To start a return, please email us at support@mydrpaw.com with your order details.

We are committed to your satisfaction and offer a generous 365-day guarantee on many of our products.

For all other products purchased through our website, we offer refunds and exchanges within 1 year of receipt. Please note that for payments made through PayPal, the maximum refund period is limited to 180 days due to PayPal's policy restrictions.

FREQUENTLY ASKED QUESTIONS

WHAT IS THE REFUND PERIOD?

If for any reason you are unsatisfied with your purchase, refunds will be accepted within 365 days of purchase following the above conditions.

I RECEIVED DAMAGED, DEFECTIVE, OR WRONG ITEM(S). WHAT SHOULD I DO?

Should you receive damaged, defective, or the wrong item(s), please contact us immediately within 365 days from delivery date and specify the damage, defect, or wrong item(s) including a picture of the packaging with clear tracking number shown and the picture of the product received.

Our Online Exchange Department will inspect your complaints and proceed with available options of returning the defective products for a replacement or gift card. We will gladly send out a replacement of the original item(s) purchased, at no cost, as long as the merchandise is available. A refund in this case will not be possible if the damage was done during the transit with couriers as it's a process out of our hands.

WHEN WILL I RECEIVE MY REFUND?

A full refund will be provided to the original method of payment after we have received, inspected and confirmed that the returned products are complete. All customers must contact us after sending the package back and provide us with the tracking information in order for us to process the refund.

Note: Most financial institutions will take an average of 3-5 business days to process the refund, however, it could take longer. Please allow up to 7 business days for your financial institution to reflect the refund on your statement prior to contacting us. For more information, we recommend contacting your credit card provider.

HOW MAY I CONTACT YOU?

You may contact us by e-mail at support@mydrpaw.com. The Dr. Paw Support team operates Monday - Friday 9am - 5pm EST.

To get in touch, please include your order number and product details in the email. We always guarantee a response within 24 hours and will be happy to help you!

WILL I BE REFUNDED MY PRIORITY INSURED SHIPPING COST?

No. We provide free standard shipping for all orders, however, priority processing shipping & shipping protection costs will not be refunded.

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