FAQ
Got Questions? We've Got Answers
Shipping & Delivery
How much is shipping?
We charge $15 flat rate for standard shipping to anywhere in the continental U.S. If you want it faster, we offer expedited shipping for $24.95 (2-3 days) or overnight for $39.95.
How long before my order arrives?
Standard shipping takes 3-7 business days after we ship your order. Most orders go out within 1-3 days of ordering, so figure about a week or so total. Expedited and overnight are faster if you need it quick.
Do you ship internationally?
Nope, we're USA only. We don't ship to Canada, Mexico, or anywhere outside the U.S.
How do I track my package?
Once we ship your order, you'll get an email with a tracking number. Just go to USPS.com, UPS.com, or FedEx.com and plug in that number to see where your package is.
What if my package shows up damaged?
Take some photos of the damage and email us at support@mapawspetsupply.com within 48 hours. Keep the box too. We'll send you a replacement or refund no questions asked.
Returns & Refunds
How long can I return something?
You've got 30 days from when the package arrives. That's plenty of time to make sure everything's what you wanted.
How do I return something?
Just email us at support@mapawspetsupply.com or call (615) 824-0094. Tell us what you want to return and why. We'll email you back with a return number and instructions on where to send it. Once we get it back and check it over, we'll process your refund. The whole thing takes about 2-3 weeks.
Do you charge me a fee to return stuff?
Nope. No restocking fees, no hidden charges. If the item is unused and in good shape, you get your full refund.
Who pays to ship it back?
If you just changed your mind or want a different size, you pay the return shipping. But if we sent you the wrong thing, it's broken, or it showed up damaged, we cover the return shipping. We'll email you a prepaid label for those situations.
What can't be returned?
Don't open bags of pet food once it's opened, we can't take it back for health and safety reasons. Same thing with opened supplements. We also can't accept custom items, clearance items, or anything that looks like your pet already used it.
Can I swap it for something else instead of a refund?
Absolutely. Let us know what you want instead, ship the original back to us, and once we get it we'll send out the new item for free.
Payment & Billing
What ways can I pay?
We take credit cards (Visa, Mastercard, American Express, Discover), debit cards, and PayPal.
When do you charge my card?
Right when you place the order. Your card gets charged immediately, not when we ship.
Do you charge tax?
Yeah, we calculate sales tax based on where you're having it shipped. The total with tax is what you'll see before you hit the final button at checkout.
Can I get stuff automatically delivered?
Yeah, you can set up subscriptions for items you buy regularly. Pick how often you want them every 2 weeks, monthly, whatever works for you. You can cancel anytime with zero penalty.
Placing an Order
How do I order?
Just add stuff to your cart, go to checkout, put in your shipping address, pick your shipping speed, and pay. You'll get a confirmation email right away.
How do I check on my order?
Log into your account and click "My Orders" to see everything. Or use the tracking number we email you.
I forgot my password.
Click "Forgot Password" on the login page and we'll send you a reset link. Check your email (and spam folder just in case).
Can I change my address if I realized I made a mistake?
If the order hasn't shipped yet, yeah, contact us right away and we'll fix it. Once it's already gone out, you'll have to work with the carrier to get it redirected.
Products
Can you help me pick out the right product?
Totally. Just email us or call and tell us about your pet. What breed, age, size, any special needs whatever. We'll point you toward the best options.
Do you carry prescription pet food?
We have some, but not a huge selection. Hit us up and let us know what you're looking for we can tell you if we've got it. Just remember, always talk to your vet before putting your pet on a prescription diet.
Are the reviews real?
Yep. Those are from actual customers who bought from us.
Company Stuff
What are your hours?
Monday through Friday, 9 AM to 5 PM Central Time. We're closed on weekends and holidays.
How do I get ahold of you?
Email: support@mapawspetsupply.com
Phone: (615) 824-0094
Mailing address: 379 E Main St, Hendersonville, TN 37075
Do you sell my information to other companies?
Never. We don't sell your data, period. We might share it with the payment processor, the shipping company, or our email service, but that's it. Check out our Privacy Policy if you want all the details.
Is it safe to put my credit card in?
Totally safe. We use encrypted connections, fraud detection, and we work with trusted payment processors. Your card info is secure.
I'm not happy with what I got. What now?
Email or call us with your order number and let us know what's wrong. We'll figure it out and make it right. That's what we're here for.
Ma Paws Pet Supply | Hendersonville, TN | (615) 824-0094 | support@mapawspetsupply.com