Return & Refund Policy

At Maw & Paw’s Pets, we care about your satisfaction. If you're not completely happy with your purchase, we’re here to help. Below you'll find all the details about our return and refund process for customers in the United States and Australia.

1. Return Window & Conditions

  • Return Window: You can return eligible items within 30 days of the original purchase date.

  • Product Condition: We accept returns for new products only. To be eligible for a return, the product must be unopened in its original packaging, unused, and in the same condition that you received it.

  • Exemptions: Sale items, custom products, and personalized items are not eligible for return.

2. Return Method & Shipping Costs

  • Return Method: All returns are processed By Mail only.

  • Return Shipping Labels: For your convenience, a prepaid return shipping label is included inside your original package. If you have misplaced your prepaid return label, please contact us at info@mawandpawspets.com and we will email you a digital copy to print.

  • Return Shipping Fees: There is no cost to the customer for return shipping when using our provided prepaid return label.

3. Restocking Fees

  • We charge no restocking fees ($0.00 / 0% cost) for any valid returns.

4. How to Initiate a Return

  1. Contact us at info@mawandpawspets.com to request a return authorization.

  2. Include your order number and the reason for the return in your email.

  3. Once approved, safely pack the item and use the prepaid return label that was included in your original package.

  4. Attach the label securely to the box and drop it off at your nearest authorized shipping carrier location.

5. Exchanges

We accept exchanges for items that meet our standard return criteria. If you would prefer an exchange for a different item, size, or variant rather than a refund, please state this clearly when contacting us at info@mawandpawspets.com. We will process and ship your exchange upon receiving and inspecting your returned item.

6. Damaged, Defective, or Incorrect Items

We accept returns for both defective and non-defective products. If your item arrives damaged, defective, or incorrect, please contact us immediately at info@mawandpawspets.com with:

  • Your order number

  • A brief description of the issue

  • Photos of the damaged or defective product We will swiftly arrange a replacement or issue a full refund at no extra cost to you.

7. Refunds & Processing Time

  • Inspection: Once your return is received and inspected, we will notify you via email regarding the approval or rejection of your refund.

  • Payment Method: Approved refunds will automatically be credited to your original payment method.

  • Processing Time: Please allow up to 10 business days for the refund to appear in your account, depending on your card issuer or banking institution.

8. Pet Toy Durability Disclaimer

Our pet toys undergo quality control procedures and durability testing before being offered for sale. During testing, the products are assessed under normal and intended use conditions and have demonstrated satisfactory durability standards. However, every dog is unique and factors such as breed, size, age, jaw strength, chewing habits, play style, and level of supervision can significantly affect a toy’s lifespan.

As a result, we cannot guarantee that any toy will be resistant to damage under all circumstances or for all pets. Damage caused by aggressive chewing, biting, pulling, scratching, prolonged use, accidental misuse, or other pet-specific behavior is considered normal wear and tear rather than a manufacturing defect. The lifespan of a toy will vary from pet to pet, and product damage resulting from a pet’s individual strength or behavior is beyond our reasonable control and does not qualify for a refund, replacement, or warranty claim unless a manufacturing defect is confirmed.

Business Contact Information

If you have any questions regarding our Return & Refund Policy, please reach out to us using the details below:

  • Business Name: Maw & Paw's Pets

  • Physical Address: 166 Millers Creek Dr D, Winston-Salem, NC 27127, United States

  • Phone: +1 743-200-9854

  • E-mail: info@mawandpawspets.com

  • Contact Form: Click Here to Access Our Contact Form 

  • Business Hours: Mon - Sat | 10:00 AM - 07:00 PM (GMT-05:00)