Return & Refund Policy

Last Updated: January 15, 2025

Policy Overview

At Paws Source, your pet's health, safety, and happiness are our top priorities. We want you to feel completely confident in every purchase you make for your furry family member. If you're not entirely satisfied with your order, we make returns and exchanges simple, transparent, and hassle-free.

Return Eligibility

To qualify for a return or exchange, your order must meet the following criteria:

  • Timeframe: Returns must be initiated within 30 days of the delivery date.
  • Condition: Items must be unused, in their original packaging, and in resalable condition.
  • Proof of Purchase: Order confirmation email or receipt is required.
  • Authorized Items: Only products purchased directly through pawsource.com or our official partner retailers are eligible.

How to Initiate a Return

  1. Contact Support: Email support@pawsource.com or use our Contact Form with your order number and reason for return.
  2. Receive RMA Number: Our team will review your request and issue a Return Merchandise Authorization (RMA) number within 24 hours.
  3. Package Securely: Place items in the original packaging. Include a printed copy of the RMA number inside the box.
  4. Ship & Track: Use the provided prepaid shipping label. Drop off at the designated carrier location and upload the tracking number to your dashboard.

📦 Note: Shipping costs for returns are covered by Paws Source for defective, damaged, or incorrect items. Otherwise, a standard $5.95 return shipping fee applies.

Refund Process & Timeline

Once we receive and inspect your return:

  • Inspection Period: 3–5 business days to verify condition and eligibility.
  • Refund Issuance: Approved refunds are processed back to your original payment method.
  • Processing Time: Depending on your bank or card issuer, funds may appear in 5–10 business days.
  • Exchanges: If you prefer an exchange, the replacement item will ship within 48 hours of return approval.

Non-Returnable Items

Due to health, safety, and customization standards, the following items cannot be returned or exchanged:

  • Opened or partially used pet food, treats, or dietary supplements
  • Prescription medications and veterinary-approved health products
  • Live animals or living plant-based products
  • Custom-engraved, personalized, or made-to-order accessories
  • Hygiene-sensitive items (e.g., opened shampoo, wipes, bedding)
  • Digital products, e-books, or consultation recordings

If you have questions about a specific item's return eligibility, please reach out to our support team before shipping.

Contact Support

Our customer care team is available to assist you with returns, exchanges, or policy clarifications.

  • 📧 Email: support@pawsource.com
  • 📞 Phone: 1-800-PAWS-RFN (1-800-729-7736)
  • 💬 Live Chat: Available 24/7 on our website
  • 🕒 Business Hours: Mon–Fri, 8 AM – 8 PM EST | Sat–Sun, 9 AM – 5 PM EST

Paws Source reserves the right to update this policy at any time. Continued use of our services constitutes acceptance of any changes.