Shipping & Returns
RETURNS & REFUNDS (30-DAY GUARANTEE POLICY)
We want every experience with OnePaw to feel seamless and reassuring. That’s why we offer a 30-Day Guarantee Policy for added peace of mind.
If your item arrives damaged, defective, or not as ordered, please let us know within 30 days and we will be happy to arrange a replacement or resolution at no cost to you. To help us assist you quickly, we kindly ask that you provide proof of purchase and, if relevant, a photo of the item showing the issue.
In the rare event that your order isn’t quite what you expected, please reach out to us within 30 days. Our team will be glad to explore the most suitable solution for you and your dog.
Please note that orders which do not arrive by a specific holiday or within an estimated timeframe quoted at checkout do not qualify for a refund. Exceptional circumstances such as global supply chain disruptions or severe weather events may also impact delivery times and are outside of our control.
To begin a return request, please contact us at hello@onepawdogcompany.com. Items sent back to us without prior approval cannot be accepted.
CANCELLATIONS
Our warehouses begin preparing orders immediately after they are placed, which means we are unable to cancel orders once they have been submitted.
If an order is refused at delivery, we are pleased to reship the item one time, or alternatively, we can provide a store credit in the full amount paid to be used toward a future purchase.
EXCHANGES
As each order is processed promptly upon confirmation, we are unable to accommodate product exchanges after submission.
MISSING ORDERS AND INCORRECT INFORMATION
If your order does not show as delivered on the tracking system and has not been received, it is possible the item was lost in transit. In these rare circumstances, we will be glad to provide a complimentary replacement. Please contact us at hello@onepawdogcompany.com with all relevant details so we can assist you promptly.
If incorrect or incomplete address details are provided at checkout and the postal carrier is unable to deliver, or the package is misdelivered or disposed of as a result, we cannot assume liability and are unable to issue a replacement or refund. This includes business addresses supplied in place of residential addresses when deemed insufficient by the carrier.
If the wrong product was selected at checkout, please email us immediately at hello@onepawdogcompany.com. Orders typically ship within 24 hours, so once an order has been dispatched we are unable to make changes.
If a package is marked as successfully delivered by your domestic postal carrier such as USPS, Canada Post, Australia Post, or New Zealand Post but is not received, it is possible the package was stolen after delivery. In such cases, we recommend filing a claim with the carrier and a report with local authorities. Since both our system and the carrier tracking confirm delivery, we are unable to issue a replacement or refund.
SHIPPING TIMES
We are pleased to ship worldwide. Orders are typically processed within one to three business days.
For our furniture-style crates, shipments are sent via FedEx. These orders usually dispatch the next business day and arrive within one to three business days for most U.S. destinations. Tracking information will be provided once your order ships. Larger orders may arrive in multiple boxes, each with its own tracking number.
For all other products, delivery typically takes three to eight business days after processing. Transit times may vary depending on the carrier and may exclude holidays and weekends.
While we make every effort to ensure timely delivery, we cannot guarantee arrival by a specific holiday or within an estimated timeframe, as rare global events, customs delays, or severe weather can affect schedules. Should this occur, our team is always available to assist and ensure your order continues on its way.
For expedited shipping options, orders are dispatched promptly to prioritize delivery, though occasional logistical or customs-related delays may still occur.
ORDER TRACKING
You can track your order by selecting Track Order in the main or footer menu of our website and entering the required details. If your tracking information has not yet appeared, please allow up to three business days for the code to activate as our warehouse completes processing. For additional assistance, contact us at hello@onepawdogcompany.com.
ORDER CONFIRMATION AND TRACKING EMAILS
If you have not received your order confirmation or tracking emails, please check your spam, junk, or promotions folder, as some providers filter emails incorrectly. To ensure you never miss an update, we recommend adding us to your contacts.
If you still cannot locate your emails, please contact us at hello@onepawdogcompany.com and we will be glad to assist.
CREDIT CARD SAFETY
Your privacy and security are of the utmost importance to us. Our website is SSL-encrypted and certified to ensure safe, secure transactions. All payments are processed by Shopify; we do not store credit card details and will never share your personal information.