Return/Refund Policy and Shipping Policy
Need to make a return or exchange?
Not to worry, we have a 30-Day trial period.
You have 30 days to try our products. If you are not 100% satisfied during the 30-day trial, you can return for a refund (minus shipping) or exchange.
Items must be in usable and re-sellable condition. If the item is still functional, but arrives back to us with any scratches, bites, dirt, strong odors, or hair, a $10 restocking fee will be deducted from your refund.
To avoid this fee, be sure to clean your item thoroughly before shipping.
Products damaged due to chewing/accident, alterations (ie. cut / trimmed collar or labeling collars) missing components (charging cable) or misuse are not eligible for return or replacement.
All returns must be post-dated within 30 days of the delivery date.
Should the return exceed the 30-day window or arrives in extremely used condition, it will not be accepted and a refund, exchange, replacement will be denied.
If you are eligible for a return or exchanged based on our policy you can mail your product to:
C/O Returns Dept.
42309 Winchester Rd
Temecula, CA 92590
Pet Pawsabilities does not provide return labels as returns are a consumer based decision. Return labels are only provided if we have deemed a product as a manufacturing defect.
USPS typically has the most cost effective return shipping rates.
Please do not send returns with the signature required option, this will only delay your return process.
The packing slip/receipt sent with your order is not a return label. No RMA is required. Shipping costs are non-refundable. (Unless for a product defect.)
Be sure to include the following information with your return: Name/Email used for the order, Order Number, Reason for Return or indicate the item you wish to exchange for. You can use a piece of paper, the enclosed packing slip, or a print out of your email confirmation. This will allow for faster processing.
If your package is refused or returned back to us (‘Return to Sender’), you will be responsible for the return shipping costs. Packages refused are subject to additional fees which will be taken out of any eligible refunds after the package is returned to us.
Processing can take 7-14 Days once we receive it.
If you are shipping an item over $75, consider using a trackable shipping service or purchasing shipping insurance as we don’t guarantee that we will receive your returned item.
Since we are a small company, please let us know if you experienced any issue with the product. Any feedback will be greatly appreciated and will help us to improve and develop future products.
Please allow 7-14 business days for returns to be processed once it has arrived back to our facility.
If approved, the refund will be returned to the original method of payment within 3-5 business days.
We do have some items that are non-refundable such as Gift Cards and custom items. Other non-refundable charges are paid shipping and donations made at checkout (may appear as ‘Tip’).
LATE OR MISSING REFUNDS
If it has surpassed 5 business days since your return was processed and you have not seen an email notification regarding its status, be sure to check your Junk/SPAM folder as these messages can sometimes end up there.
Should no message be found or you are not seeing the funds returned to the original method of payment by the 5th business day, please contact email@example.com to verify the refund has been processed.
We do accept exchanges within 30 days of delivery.
If you believe your item has a defect and in need of replacement, please review the Bark Collar FAQ for troubleshooting or contact us at firstname.lastname@example.org
We cannot accept exchanges if the item has been damaged due to chewing, accident, misuse, or alterations or if the item has been returned in such conditions.
Contact email@example.com within 5 days of receiving your order. If the package appears tampered with, we encourage you to also submit a claim with the carrier.
Verify the packing slip which will list all items enclosed in your package/order. Should any items listed be missing from the package when contacting us please include photo verification of the following: packing slip, all contents from the package, and the shipping label.
We do ask to be notified immediately of any potential missing items. Should the order delivery date surpass 5 days and we have not received the verification requested, we will assume the order was received in accordance to our records and therefore we will be unable to offer any sort of compensation.
Does your item appear defective? Visit Bark Collar FAQ for troubleshooting. If the collar is still unresponsive and within the 30-day trial period, please contact Customer Support at firstname.lastname@example.org to see about a replacement.
Products damaged due to chewing/accident, alterations or misuse are not eligible for return or replacement.
We will ask for visual confirmation (photos or videos). Video confirmations can be 10-30 seconds and of the testing steps being demonstrated. Please submit photos/videos as an attachment (JPEG, PNG, MOV, PDF). DO NOT send links as these will not be opened or accepted.
Once confirmation is received, our support team can review and move forward with submitting an order for replacement. Should your request or confirmation be received after the 30-day trial period, it will be ineligible for a replacement.
Our team processes orders Mon - Fri; to get them shipped within 24 hours.
If an order was placed Fri at 10 AM (PST) or over the weekend, it will be processed the corresponding Monday depending on volume and holidays.
All orders placed with FedEx 2-Day before 10 AM PST will be processed the same day, otherwise, they will be processed the following business day.
(Please note that FedEx 2-Day shipping is based off carrier business days.
Carrier weekend and holiday schedules could cause delays.)
Our warehouse may be closed on major holidays to align with carrier closures.
USPS First Class Mail ($4.95 or FREE with orders over $30): 3-5 business days for delivery. Processed within 24 hr. If ordered Fri - Sun, it will be processed the corresponding business depending on volume and holidays.
FedEx 2-Day ($11.97): 2 business days for delivery once picked up. All orders placed with FedEx 2-Day shipping before 10 AM PST will go out the same day, otherwise, they will go out on the corresponding business day.
Carrier varies on region: 7-14 business days for delivery. The prices displayed on our site are tax-free in USD.
Import taxes, duties and related customs fees may be charged at delivery, which are determined by your local customs office and are the responsibility of the customer, these charges are not covered by Pet Pawsabilities.
Changes or order cancellations can be made up until 10AM PST the day after the order was placed.
Double check the shipping address and verify that all information is correct prior to completing your transaction. An order confirmation email will be sent within 10-15 minutes.
If your order needs to be canceled or the confirmation is showing incorrect information and needs changing, contact us immediately with your order number or email used to place the order along with the correct information.
A shipping notification will be emailed once the label is printed. Be sure to check your Junk/SPAM folder. If you have received a shipping notification, we will be unable to make any changes to your order or cancel.
Once picked up from our facility, the package is in the hands of the carrier and will be delivered based on the selected shipping method at checkout.
There can be delays due to causes beyond our control (weather, weekends, holidays, carrier interruptions etc.). Shipping charges cannot be refunded based on these types of delays.
If you received a delivery notification, but are not finding the package in your mailbox within 48 hours, please contact us so we can verify the shipping address and provide claim instructions. You can also contact the carrier directly as they will be able to investigate.
Pet Pawsabilities is not responsible for lost / stolen deliveries. If you believe your delivery has been lost or stolen or arrived opened / tampered and missing contents please file a claim with the carrier.
If your package is refused or returned back to us (‘Return to Sender’), you will be responsible for the return shipping costs. Or you may opt for an order refund. Packages refused are subject to additional fees which will be taken out of any eligible refunds after the package is returned to us.
Please do not refuse the package when it is delivered. USPS charges us an additional fee for any refused shipment — a fee we must unfortunately pass along to you.