Shipping & Returns

How long are shipping times?

All orders are processed within 1-3 days, after it normally takes 5-10 business days for items to arrive.

We cannot guarantee that orders will arrive before a specific holiday or the timeframe quoted. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times.

On multiple orders, shipments may come at different times and from different warehouses. Transit time is dependent on the holiday schedule and excludes holidays and weekends. 

Do you offer order tracking?

We do offer order tracking. You can track your order by clicking on "Track Order" in our menu options or by clicking "Track My Order" in the footer of our website. If the tracking does not show please contact us at onepawdogco@gmail.com

Please Note: It may take up to 5 business days before a tracking code becomes active.

Do you offer worldwide shipping?

We offer worldwide shipping. Unexpected custom and import taxes may apply and is the responsibility of the buyer. 

I did not receive my order and shipping confirmation emails.

If you did not receive your order confirmation email and shipping confirmation emails please check your spam, junk, and promotional folders. We have been informed that certain email providers have new filtering mechanisms that incorrectly sort emails as spam or promotions. Lastly, please add us to your email contact list to ensure you do not miss an order update from us again!

I entered the wrong information, what do I do?

If you have entered the wrong address or product, send us an email as soon as possible at onepawdogco@gmail.com Please note, we usually ship our orders within 24 hours so it's possible that your order has been shipped and we cannot change the address. We are not responsible if a package is undeliverable because of missing, incomplete, or incorrect destination information.


My order is missing, what do I do? 

If your item does not show as delivered on the tracking system and was not received, it may be lost in transit. In these rare cases, we will issue a replacement. Please contact us at onepawdogco@gmail.com ASAP and we will do our best to help. Each case is different, so include all relevant information when contacting us.

If the customer provided the wrong address and the package was either delivered to this address or recycled by their local postal service due to the address being incorrect or incomplete, our company (Bonace Boutique) is not liable for the item and cannot issue a free replacement. 

If your package is marked as successfully delivered by the domestic postal service in your country (e.g., USPS, Canada Post, etc.) and to the correct address provided at checkout but it has not been received, it is possible your package was stolen from your address. In these rare cases, we advise you to file a dispute and investigation with the local postal service, your bank, and your local non-emergency police. Most major credit cards cover customers for items that are lost or stolen. Since we cannot verify that items were not received since our system and the local tracking system show them as delivered, we cannot issue a refund.

Can I return my order?

We have a 30-day return policy, which means you have 30 days after receiving your item to request a replacement if the product is damaged, defective, or not what you ordered. If you do not accept a replacement for a damaged or defective product, we can refund the product minus the costs of shipping. You will also have 30 days to request a full refund if you do not like the product, however, shipping costs will be deducted.

To be eligible for a refund, you’ll need proof of purchase and be required to send a picture showing the issue with the item if the product is damaged or defective. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. After 30-days of receiving an item, if you have not contacted us about issues you will not be eligible for a refund.

If orders are not delivered by a specific holiday or the timeframe quoted during checkout, this does not qualify for a refund. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times. 

To start a return, you can contact us at onepawdogco@gmail.com Items sent back to us without first requesting a return will not be accepted. 

My order arrived damaged, what do I do?   

You have 30-days after delivery to report the product as damaged or defective. Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or not what you ordered so we can find a solution for you.

Can I exchange my item?

We do not offer exchanges. However, if for any reason you did not get the product you were expecting let us know and we will find you a solution.

Can I cancel my order?

Our warehouses automatically process orders after 12 hours, which means once you have placed an order we cannot cancel it after 12 hours.

Is it safe to use a credit card?

Our website is SSL encrypted and certified to ensure safe and secure transactions. All credit card payments are processed with our payment processor Shopify. We don't store any credit card information, and we will never share your personal information.

Returns & Refunds 

We have a 30-day return policy, which means you have 30-days after receiving your item to request a replacement if the product is damaged, defective, or not what you ordered. If you do not accept a replacement for a damaged or defective product, we can refund the product minus the costs of shipping. You will also have 30-days to request a full refund if you do not like the product, however shipping costs will be deducted.

 To be eligible for a refund, you’ll need proof of purchase and be required to send a picture showing the issue with the item if the product is damaged or defective. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too. After 30-days of receiving an item, if you have not contacted us about issues you will not be eligible for a refund.

  If orders are not delivered by a specific holiday or the timeframe quoted during checkout, this does not qualify for a refund. World events (such as COVID-19 setbacks, global supply chain issues, and severe weather) are out of our control and can impact shipping times. 

To start a return, you can contact us at onepawdogco@gmail.com. Items sent back to us without first requesting a return will not be accepted.     

Damages and issues:

 You have 30-days after delivery to report the product as damaged or defective. Please inspect your order upon receiving it and contact us immediately if the item is defective, damaged, or not what you ordered so we can find a solution for you.  

Exchanges:

 We do not offer exchanges. However, if for any reason you did not get the product you were expecting let us know and we will find you a solution.   

Cancellation:

Our warehouses automatically process orders after 12 hours, which means once you have placed an order we cannot cancel it after 12 hours.    

Missing Orders:

 If your item does not show as delivered on the tracking system and was not received, it may be lost in transit. In these rare cases, we will issue a replacement. Please contact us ASAP and we will do our best to help. Each case is different, so include all relevant information when contacting us.

If the customer provided the wrong address and the package was either delivered to this address or recycled by their local postal service due to the address being incorrect or incomplete, our company (One Paw Dog Co.) is not liable for the item and cannot issue a free replacement. 

If your package is marked as successfully delivered by the domestic postal service in your country (e.g., USPS, Canada Post, etc.) and to the correct address provided at checkout but it has not been received, it is possible your package was stolen from your address. In these rare cases, we advise you to file a dispute and investigation with the local postal service, bank, and non-emergency police. Most major credit cards cover customers for items that are lost or stolen. Since we cannot verify that items were not received since our system and the local tracking system show it as delivered, we cannot issue a refund.     

Credit Card Safety:

Our website is SSL encrypted and certified to ensure safe and secure transactions. All credit card payments are processed with our payment processor Shopify. We don't store any credit card information and will never share your personal information.