Overview
At Paws Source, your satisfaction and your pet's well-being are our top priorities. We understand that sometimes orders don't meet expectations or circumstances change. Our refund policy is designed to be fair, transparent, and easy to navigate.
Please review the guidelines below based on your purchase type. If you have questions, our support team is always ready to help.
Physical Products
For items such as pet food, toys, grooming tools, and accessories:
✅ Eligibility Criteria
- Refund requests must be made within 30 days of delivery.
- Items must be unused, unopened, and in original packaging.
- Proof of purchase (order number) is required.
🔄 Returns
Eligible items can be returned for a full refund including shipping costs. We provide prepaid return labels for defective items.
🚚 Shipping Costs
Standard shipping is refunded with returns. Expedited shipping fees are non-refundable unless the error was on our end.
⚠️ Perishable Items
Food, treats, and supplements can only be refunded if they arrive damaged, expired, or incorrect. Please report perishable issues within 48 hours of delivery with photos.
Services & Appointments
Refund policies for our professional services vary based on the type and timing of cancellation:
Veterinary Consultations
Consultations are refundable if cancelled more than 24 hours before the scheduled time. No-shows or late cancellations are non-refundable unless an emergency is documented.
Grooming Services
Full refunds are available for cancellations made 48 hours prior to the appointment. Cancellations within 24 hours incur a 50% fee.
Boarding & Daycare
Refunds are prorated based on unused days, subject to our cancellation window. Bookings cancelled less than 72 hours before check-in are non-refundable.
Subscriptions
For our Paws Source membership plans (Starter, Pro, Elite):
Members can cancel their subscription at any time. Refunds for the current billing cycle are handled as follows:
- First 14 Days: Full prorated refund for the remaining days in the cycle.
- After 14 Days: No refund for the current cycle, but you retain access until the billing period ends. No further charges will apply.
Refunds are processed back to the original payment method within 5-10 business days.
How to Request a Refund
Follow these simple steps to initiate your refund:
Log In to Your Account
Navigate to My Account > Order History and select the relevant order.
Click "Request Refund"
Select the items or services you wish to refund and provide a brief reason.
Submit Documentation
If applicable, upload photos of damaged items or relevant details.
Review & Process
Our team reviews requests within 24-48 hours. You'll receive an email confirmation once processed.
Exceptions & Non-Refundable Items
The following items and situations are not eligible for refunds:
- Customized or personalized products.
- Digital products (e-books, training guides) once downloaded.
- Items purchased from third-party marketplace vendors (governed by their own policies).
- Gift cards unless defective or unused balance disputes.
In cases of exceptional circumstances (e.g., severe product reaction affecting pet health), Paws Source reserves the right to issue goodwill refunds at the discretion of our support leadership.
Contact Support
Questions about your refund? We're here to help. Reach out via:
support@pawssource.com
Response within 24 hours.
📞 Phone
1-800-PAWS-NOW
Mon-Fri, 9AM - 6PM EST.
For urgent matters, please use the Live Chat feature in your account dashboard.