Shipping & Returns Policies
Eligibility for Returns
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Items must be returned within 30 days of delivery.
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Products must be unused, unwashed, and in original packaging with all tags attached.
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Perishable goods (such as food/treats), personalized items, and final sale/clearance items are not eligible for return.
How to Initiate a Return
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Contact us at info@phillypawsclaws.com with your order number and reason for return.
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Our team will provide you with a return authorization and instructions for shipping your item(s) back.
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Please ensure all returns are securely packaged. We are not responsible for items lost or damaged in return transit.
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Clients are responsible for return shipping costs unless the return is due to our error (wrong/damaged item sent).
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Please share your return shipment tracking number with us once your item is on its way. Sharing your tracking number allows us to monitor your package and ensure its safe, timely arrival. This also helps us process your exchange or refund as quickly as possible and keeps you updated every step of the way.
Refunds
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Once we receive and inspect your return, we will notify you of approval or rejection.
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Approved returns will be refunded to your original payment method within 5-7 business days. Please allow at least fifteen (15) days from our receipt of your item to process your return. Refunds may take 1-2 billing cycles to post to your credit card statement, depending on your bank.
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Shipping fees are non-refundable, unless the return is due to our error (wrong/damaged item sent).
Exchanges
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We are happy to exchange items for a different size or color if available. Please follow the return process above and specify your preferred replacement.
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The price of exchanges may change based on current product pricing and availability. Any difference in price will be communicated before processing your exchange.
Damaged or Incorrect Items
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If you receive a damaged or incorrect item, contact us within 7 days of delivery. We will resolve the issue promptly at no additional cost.
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Questions?
We are committed to your satisfaction. For any questions or concerns, please reach out to our support team at info@phillypawsclaws.com or 215-888-7403 during our office hours.
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Thank you for shopping with Philly's Paws & Claws—where your pet’s happiness is our priority!