Shipping & Returns

RETURNS & REFUNDS (30-DAY GUARANTEE POLICY):

We have a 30-Day Guarantee Policy that offers free replacement options for products that arrive damaged, defective, or not what you ordered. If your product arrives damaged or defective, we can only offer a free replacement. If you simply do not like your order, we can offer a partial store credit to be used on another purchase, or you can return the item. In this situation, our company does not cover the return shipping costs if the item is not damaged or defective.

To be eligible for the 30-Day Guarantee Policy, you’ll need to provide proof of purchase and send a picture showing any issues with the item if relevant. After 30 days from the date the item was delivered, you will not be eligible for the 30-Day Guarantee Policy.

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

To start a return, please contact us at hello@onepawdogcompany.com. Items sent back to us without first requesting a return will not be accepted.

CANCELLATIONS:

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

EXCHANGES: 

After orders are processed, there is no way for us to exchange them.

MISSING ORDERS & WRONG INFORMATION PROVIDED:

If your item does not show as delivered on the tracking system and it was not received, it is possible the item was lost in transit. In these rare cases, we will issue a free replacement. Please contact us at hello@onepawdogcompany.com if this occurs. Each case is different, so be sure to include all relevant information when contacting us.

If you provided the wrong address or the address is deemed insufficient or incomplete by the postal carrier (i.e., the carrier cannot deliver to this address), and the package was either delivered to this address or disposed of by the postal carrier, our company is not liable for the item and cannot issue a free replacement or refund.

If you provided a business address instead of a residential address and the address is deemed insufficient or incomplete by the postal carrier (i.e., the carrier cannot deliver to this address), and the package was either not delivered to this address or disposed of by the postal carrier, our company is not liable for the item and cannot issue a free replacement or refund.

If you entered the wrong product, please send us an email as soon as possible at hello@onepawdogcompany.com. Please note, we usually ship orders within 24 hours of them being placed, so it's possible your order has already been shipped, and thus we cannot change your order.

If your package is marked as successfully delivered by the domestic postal carrier in your country (e.g., USPS, Canada Post, Australia Post, New Zealand 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 an investigation with the postal carrier and your local non-emergency police. Since there is no way for us to verify that items were not received, since our system and the postal carrier's tracking system show it as delivered, we cannot issue a free replacement or refund.

SHIPPING TIMES:

We offer free shipping worldwide. After orders are processed (1-3 business days), it takes between 5-10 business days for items to arrive.

We cannot guarantee that orders will arrive before a specific holiday or the timeframe quoted, since rare world events such as global supply chain issues and severe weather are out of our control and can impact shipping times. Transit times may also exclude holidays and weekends, depending on the postal carrier.

For paid shipping, all orders are sent out promptly to expedite delivery. However, occasional challenges with carriers, such as unforeseen logistical constraints or customs processing delays, may impact the estimated delivery timeframe. In such instances, if your order encounters unexpected delays beyond our control, please don't hesitate to contact us for assistance. Please note that transit times may vary, and holidays and weekends might affect delivery schedules depending on the postal carrier.

On large orders, shipments may come in different boxes with separate tracking numbers and thus arrive at different times.

ORDER TRACKING:

You can track your order by clicking "Track Order" on our website's main menu or "Track Order" in our website's footer menu and enter the required information. If the tracking information does not show, please contact us at hello@onepawdogcompany.com.

Please Note: It can take 3 business days before a tracking code becomes active due to our warehouse's order processing time.

WORLDWIDE SHIPPING:

We offer free shipping worldwide. All relevant shipping information such as shipping times and potential costs are quoted at checkout.

ORDER CONFIRMATION & TRACKING INFORMATION EMAILS:

If you did not receive your order confirmation email or tracking information email, 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.

If you still cannot find these emails, please contact us at hello@onepawdogcompany.com

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 do not store any credit card information, and we will never share your personal information.