Shipping & Returns Policy

Shipping Policy

We are dedicated to providing efficient and reliable shipping services to our customers. This policy outlines our shipping procedures, delivery timelines, and associated fees to ensure transparency and customer satisfaction.

Order Processing Time

  • Processing Time: Orders are typically processed within 1-2 business days. Orders placed after business hours, on weekends, or holidays will be processed on the next available business day.

Shipping Options and Delivery Timeframes

  • Shipping Methods: We offer several shipping options at checkout, including Standard, Expedited, and Express Shipping.
  • Delivery Estimates:
    • Standard Shipping: Estimated delivery within 5-7 business days.
    • Expedited Shipping: Estimated delivery within 2-4 business days.
    • Express Shipping: Estimated delivery within 1-2 business days.

Shipping Charges

  • Calculation of Fees: Shipping costs are calculated based on your location, the weight and dimensions of your order, and the selected shipping method. All shipping charges will be displayed at checkout before you complete your purchase.

International Shipping

  • Availability: We ship internationally to select countries. Please check the list of available countries at checkout.
  • Customs and Duties: International orders may be subject to customs duties, taxes, and fees imposed by the destination country. These charges are the responsibility of the customer and are not included in the product or shipping prices.

Order Tracking

  • Confirmation Email: Once your order has shipped, you will receive a confirmation email with tracking information.
  • Tracking Updates: Please allow up to 24 hours for the tracking information to become active in the courier's system.

Returns & Exchanges Policy

Your satisfaction is our priority. If you are not completely satisfied with your purchase, our returns and exchanges policy is designed to ensure a smooth and hassle-free process.

Return Eligibility

  • Return Window: Items may be returned within 30 days of delivery.
  • Condition of Items: Products must be in their original, unused condition, with all original packaging and tags attached.
  • Proof of Purchase: A valid proof of purchase, such as an order confirmation or receipt, is required for all returns.

Return Procedure

  • Initiating a Return: To begin the return process, please contact our customer service team at support@stray-paws.com with your order number and reason for return.
  • Return Authorization: Our team will provide you with a Return Authorization Number (RMA) and detailed instructions on how to return your item(s).
  • Return Shipping: Customers are responsible for return shipping costs unless the item received was damaged, defective, or incorrect.

Refunds

  • Processing Refunds: Once we receive and inspect your returned item(s), we will process your refund to the original payment method within 7-10 business days.
  • Non-Refundable Items: Shipping charges are non-refundable unless the return is due to our error.

Exchanges

  • Exchange Policy: Exchanges are accepted within the 30-day return window and are subject to product availability.
  • Procedure: To request an exchange, please contact our customer service team. If the desired item is unavailable, a refund will be issued.

Extended Return Validation

  • Returns After 3 Months: If you have not initiated a return within 3 months of purchase, we may consider return requests on a case-by-case basis.
  • Proof Requirements: Such requests must include proof of purchase and visual evidence—either pictures or video—of the product's condition, whichever is more suited and relevant for the item.
  • Approval Process: We will evaluate the provided information to determine eligibility for a return or exchange.

Non-Returnable Items

Please note that the following items are not eligible for return or exchange unless they are defective or damaged upon receipt:

  • Gift cards
  • Perishable goods
  • Sale or clearance items
  • Custom or personalized products

Damaged or Defective Items

If you receive a damaged or defective item, please contact us within 7 days of delivery. Provide your order number and photos or videos of the damaged product. We will arrange for a replacement or refund at no additional cost to you.

Customer Support

For any questions or assistance with shipping, returns, or exchanges, please contact our customer support team:

  • Email: support@stray-paws.com
  • Messenger: StrayPaws
  • Business Hours: Monday to Sunday, 6 AM – 11 PM [EST]