Refund Policy

PAWLS INC Refund Policy

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Returns 
Our policy lasts 48 hours. If 48 hours have gone by since your order arrival, unfortunately, we can’t offer you a refund or exchange. Only applicable for goods received and inspected by the customer.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. 

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers, or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases. 

Additional non-returnable items:

  • Pet Care products
  • Bundle products
  • Dog Treats products
  • Gift cards
  • Downloadable software products
  • Some health and personal care items 

To complete your return, we require a receipt or proof of purchase. You must submit your return via the  Returns Center page.

There are certain situations where only partial refunds are granted (if applicable)

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
  • Any item not in its original condition is damaged or missing parts for reasons not due to our error
  • Any item that is returned more than 30 days after delivery


Refunds 
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. 
If you are approved, then your refund will be processed, and a store credit will automatically be applied, within a certain amount of days. 

Late or missing refunds
If you haven’t received a refund yet, first check your store credit under your account.

If you’ve done all of this and you still have not received your refund yet, please contact us at contact@pawls.co.

Custom or personalized items

Because of the nature of these items, unless they arrive damaged or defective or a name is spelled incorrectly, we cannot accept returns.

Holiday-specific items

Because of the nature of these items, unless they arrive damaged or defective or a name is spelled incorrectly, we cannot accept returns.

Pet Care items

Because of the nature of these items, unless they arrive damaged or defective or a name is spelled incorrectly, we cannot accept returns.

Dog Treats items
Because of the nature of these items, unless they arrive damaged or defective or a name is spelled incorrectly, we cannot accept returns.


Sale items
Only regular priced items may be refunded, unfortunately, sale items cannot be refunded. 

Exchanges
We only replace items if they are defective or damaged through our Return Order page. If you need to exchange it for the same item, send us an email at contact@pawls.co and send your item to: PAWLS INC., PO BOX 190062, SAN JUAN PR 00919, United States. 

Gifts 
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. 

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. 

Shipping 
To return your product, you should mail your product to: PAWLS INC., PO BOX 190062, SAN JUAN PR 00919, United States 

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. 

Depending on where you live, the time it may take for your exchanged product to reach you may vary. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Missing mail

 If an order is missing in the mail please, fill out a missing package request from the post office. Many times carriers mark packages as delivered, but don't actually show up until the next business day. Please contact us if you are having trouble and we will help you track it down. Refunds will not be given for missing packages in the mail as this is out of our control. 

Incorrect Address

If the customer doesn't provide correct address and the package is lost is no eligible for a refund. If the package is return to sender without issues the customer must pay shipping in order to receive item or pick at store. But is not eligible for a refund. 

It is important that you measure your dog's neck and compare it to the size chart. Pawls will not accept exchanges or returns for personalized items.