Refunds
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
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/refundable items:
Gift cards
To complete your return, we require a receipt or proof of purchase and purchase date.
Please review this before shipping back to Paw Theory requesting a refund?
If you would like a REFUND please contact us at management@paw-theory.com. Please make sure to include your Full Name, Order Number, and Best Contact Number along with picture(s) (if applicable) and a detailed description of what went wrong. Please give our customer support team 2 business days to respond. If your REFUND complies with rules, our team will send email to proceed with return. After email receipt, you may then ship item(s) the address below.
Paw Theory
194 Civic Circle, #294081
Lewisville, TX 75029 USA
Don't want to mail in your item(s)?
Please provide a detailed explanation of your reason and why you are requesting a refund. We kindly ask that you send us photos. Please give our management team 2 days to review and respond. After our management team reviews the situation, our management team will decide if partial refund is accepted. If this occurs, you can keep the item you purchased.
Did not receive your item(s)?
If you never received your item, please email us and our customer support team will look at the tracking. If it was the vendors or the shipping company's mistake we will try to resolve it first. If our team cannot resolve with vendors/manufacturers, we will issue you a refund.
If the tracking shows it was delivered safely in your local postal mail service like USPS, you will have to file a claim with your local post office. Please understand we are a small business and cannot make ourselves responsible for a mistake by your local postal service or if there is nothing wrong with your order.
"30 Day Money Back Guarantee"
It is our commitment to our customers to honor our money back guarantee in accordance with our Return & Refund Policy herein.
Refund Process
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 the item you purchased never arrived (verified by our tracking information) due to a fulfillment error - you will be granted a full-refund. If you are approved, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within the typical banking processing period.
Late or Missing Refunds
After receiving REFUND Email confirmation, please allow up to 5 business days for your refund to be posted excluding holidays and weekends. If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. The processor and your bank have their own processing times that may vary depending on your bank, the country you live in and the merchant processing regulations.
If it has been more than 5 business days and you have followed the steps above and you still have not received your refund yet, please contact us at management@paw-theory.com.
Sales Items
Only regular priced items may be refunded, unfortunately sale items cannot be refunded. Partial refunds may be approved by management.
Partial Refunds
Paw-Theory.com team will evaluate every situation on a case by case basis and determine a fair refund amount for both the customer and the costs of the company.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@paw-thoeory.com and send your item to:
Paw Theory
194 Civic Circle, #294081
Lewisville, TX 75029 USA
Gifts
If at check-out you marked purchase as a “gift”, you will have 30 days to return item. Once the returned item is received, a gift certificate and or discount code will be emailed to you. Value of gift credit issued will be amount before taxes, fees, and shipping. If the item was not marked as a “gift” and you received as a “gift” (basically purchaser had item shipped to their address) we will send a refund to the purchaser. If your return complies with rules, our team will send email to proceed with return. After email receipt, you may then ship item(s) the address below.
*Additional Fees
Please note there is $4.94-19.95 re-stocking fee for all returns, exchanges and gifts. This fee will be applied to refund (if refund is applicable). If you would like to exchange your item, we will do so for a minimal shipping and handling fee starting at $5.95 USD.
All returns should be mailed to:
Paw Theory
194 Civic Circle, #294081
Lewisville, TX 75029 USA
You will be responsible for your own return shipping costs. Shipping costs are non-refundable. If you receive a refund, the re-stocking fee will be deducted from your refund. We will do our best to work with our customers to come to a fair and equitable understanding.
If you are shipping an item over $20 USD, we recommend you adding a traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. Thank you.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
Our team is small and new to small business. We look at every situation carefully and try to resolve it quickly. Give a few days to assess your situation and we will get back with you in a timely manner. We also cannot offer full-refunds just on a request—we will look at every situation and try to be fair as possible. Thank you for understanding.
The Paw Theory Team
