Refund policy

1. Overview

Ma Paws Pet Supply wants you to be completely satisfied with your purchase. This policy outlines our return and refund procedures, timelines, and conditions. We stand behind our products and are committed to resolving any issues you experience.

2. Return Window

We accept returns on most items within 30 days of purchase. The return period is calculated from the date you receive your order, not the order date.

Example: If you order on January 1 and receive the package on January 5, you have until February 4 to initiate a return.

Items returned after 30 days will be refused.

3. Return Eligibility

3.1 Returnable Items

Most products sold on our Website may be returned, including:

  • Pet food and treats (unopened or sealed)
  • Toys and accessories
  • Leashes, collars, and harnesses
  • Grooming supplies
  • Pet beds and furniture
  • Training equipment
  • Health and wellness products (unopened)

3.2 Non-Returnable Items

The following items cannot be returned for refund or exchange:

  • Opened or consumed pet food and treats (for health and safety reasons)
  • Prescription medications and veterinary-prescribed items (unless unopened and unopened due to our error)
  • Used or opened health and wellness supplements (unless defective)
  • Custom or personalized items (engraved collars, custom pet beds, monogrammed items)
  • Clearance or final sale items (marked as such at purchase)
  • Items purchased more than 30 days ago
  • Items damaged due to misuse, neglect, or abuse
  • Items missing original packaging and documentation

3.3 Exceptions

If you receive a defective product, wrong item, or damaged item, we will make exceptions to return eligibility and process exchanges or refunds regardless of condition. See Section 6 (Defective or Damaged Products) for more information.

4. Return Process

4.1 Initiate a Return

To start a return, contact us within 30 days of receiving your order:

Email: support@mapawspetsupply.com
Phone: (615) 824-0094
Hours: Monday–Friday, 9 AM–5 PM Central Time

Please provide your order number and a brief reason for the return.

4.2 Return Authorization

Once you contact us, we will review your return request and provide a Return Merchandise Authorization (RMA) number within 1–2 business days.

If your return is approved, we will provide:

  • Return authorization number (RMA#)
  • Return shipping address
  • Instructions for packing and labeling
  • Information about return shipping costs (see Section 5)

4.3 Return Shipping

You are responsible for return shipping costs unless:

  • You received a defective or damaged item
  • We sent you the wrong item
  • The item arrived significantly different from the description
  • We made an error in fulfillment

In these cases, we will provide a prepaid return shipping label or reimburse reasonable return shipping costs.

4.4 Packing Instructions

When preparing your return:

  1. Include all original packaging, documentation, and accessories
  2. Include the RMA number on the outside of the package
  3. Keep the receipt or tracking number for your records
  4. Ship via a trackable method (USPS with tracking, UPS, FedEx, etc.)

We are not responsible for lost or damaged return shipments. Use shipping insurance or tracking to protect your return.

5. Return Shipping Costs

5.1 Standard Returns

For standard returns (not defective items), you pay return shipping costs. Return shipping fees vary based on package weight and carrier rates and are your responsibility.

Tip: Many pet supply items are eligible for flat-rate return shipping through USPS, which is often the most economical option.

5.2 Free Return Shipping (When Applicable)

We cover return shipping costs for:

  • Defective or damaged products
  • Items that arrived broken or non-functional
  • Items that do not match the product description
  • Wrong items sent in error
  • Items damaged by our carrier or handling

In these cases, we will provide a prepaid return shipping label.

6. Refund Processing

6.1 Refund Timeline

Once we receive and inspect your return:

  • We will verify the condition of the returned item (typically 3–5 business days)
  • If approved, we will process your refund (typically 5–7 business days after approval)
  • Your financial institution may take an additional 3–5 business days to post the refund to your account

Total estimated time: 2–3 weeks from the date you ship your return.

6.2 Refund Amount

Full refund: You will receive a full refund of the product price if the item is in returnable condition and meets all return requirements.

Minus return shipping: If you paid for return shipping, we may deduct actual return shipping costs from your refund (this does not apply to returns caused by our error or defective items).

6.3 Refund Method

Refunds are issued to the original payment method used for the purchase. This could be:

  • Your credit card or debit card
  • PayPal account
  • Other original payment method

Note: Your bank or payment processor may take additional time to process the refund into your account.

7. Exchanges

7.1 Exchange Process

If you prefer to exchange an item for a different size, color, or product rather than receive a refund:

  1. Contact us with your order number and exchange request
  2. We will provide return instructions
  3. Once we receive and inspect your return, we will ship the replacement item

Exchanges typically take 2–3 weeks from the date you ship your return, depending on the availability of the replacement item.

7.2 Exchange Shipping

  • Return shipping for your original item is your responsibility (unless the item is defective or the wrong item was sent)
  • Shipping for the replacement item is free
  • If the replacement item costs more than the original, you pay the difference
  • If the replacement item costs less, we will refund the difference to your original payment method

8. Defective or Damaged Products

8.1 Reporting Issues

If you receive a defective, broken, or damaged product:

  1. Contact us immediately at support@mapawspetsupply.com with:

    • Your order number
    • Photos of the defective item and damage
    • Description of the defect
    • Any relevant details (when you noticed the issue, how you used the item, etc.)

  2. Do not discard the item until we provide return instructions (we may request photos or the item for inspection)

  3. Include photos showing the defect clearly; this helps us process your claim faster

8.2 Resolution

For defective items, we will typically:

  • Offer a replacement item shipped at no cost
  • Provide a full refund
  • Issue a store credit

We will process defective item claims quickly, usually within 1–2 business days of receiving your photos and details.

8.3 Damaged in Shipping

If your package arrives damaged by the shipping carrier:

  1. Document the damage with photos before opening the package
  2. Contact us within 48 hours of receiving the damaged package
  3. Do not throw away the packaging or box; keep it for inspection
  4. We will work with the carrier to file a claim and replace or refund your item

We recommend refusing damaged packages at delivery or opening them in front of the delivery driver when possible.

9. Condition Requirements for Returns

9.1 Acceptable Condition

Items must be in substantially the same condition as received to qualify for a full refund. This means:

  • Unused (no signs of use)
  • Unopened (original packaging intact, if applicable)
  • Clean and undamaged (no stains, odors, tears, or wear)
  • All parts included (all original components, accessories, documentation)
  • No signs of pet use (the product should not show evidence of being used on or with a pet)

10. Special Circumstances

10.1 Receiving Wrong Item

If you receive the wrong item:

  • Do not keep the item without contacting us
  • Contact us immediately with your order number and details
  • We will provide a prepaid return label
  • Once we receive the wrong item, we will ship the correct one at no cost
  • We may also offer a small credit for the inconvenience

10.2 Receiving Duplicate Orders

If you accidentally placed a duplicate order or received double shipments:

  • Contact us immediately
  • Return the duplicate at our cost
  • We will refund the duplicate purchase

10.3 Receiving Insufficient Quantity

If you received fewer items than ordered:

  • Contact us with your order number and details
  • We will verify the shipped quantity against packing records
  • If there was a packing error, we will send the missing items at no cost
  • If the error was with the order itself, we will work with you to resolve it

11. Refused or Undeliverable Packages

11.1 Refused Packages

If you refuse delivery of a package:

  • You are responsible for return shipping costs to our warehouse
  • Once we receive the returned item, we will process a refund
  • Refunds for refused packages typically take 2–3 weeks to process

Note: Refusing delivery may delay your refund compared to standard returns.

11.2 Undeliverable Packages

If a package cannot be delivered to your address (address issue, recipient not found, etc.):

  • The carrier will attempt redelivery or return the package to us
  • Once we receive the undeliverable package, we will contact you
  • We can reship to a corrected address or process a refund
  • You may be responsible for differences in shipping costs if the address issue was due to incorrect information you provided

12. Sale and Clearance Items

12.1 Sale Items

Items purchased on sale are eligible for return at the sale price paid, not the regular price. Sale items follow standard return policies and timelines.

12.2 Clearance Items

Clearance and final sale items are marked as such and are sold "as-is" and are non-returnable for refund or exchange. However, if a clearance item arrives defective or damaged, we will still replace or refund it.

13. Bulk and Subscription Orders

13.1 Bulk Purchases

If you purchased a large quantity of items, return eligibility may vary. Contact us to discuss your specific situation.

13.2 Subscription Orders

If you subscribed to regular pet food or supply deliveries:

  • You can cancel your subscription at any time with no penalty
  • To cancel, contact us or manage your subscription through your account
  • You have 30 days to return the most recent shipment
  • Previous shipments follow standard return policies

15. No Return, No Refund Policy for Certain Items

We reserve the right to refuse returns on:

  • Used, opened, or partially consumed pet food and treats (health and safety)
  • Items showing excessive wear or damage
  • Items returned without an RMA number
  • Items returned via mail without tracking
  • Items with obvious signs of pet use

16. Return Disputes

If there is a disagreement about a return or refund:

  1. Contact us at support@mapawspetsupply.com with full details
  2. Provide documentation such as photos, order numbers, and tracking information
  3. Give us 5–7 business days to review and respond
  4. If we cannot resolve it, you may contact your payment processor or credit card company to dispute the charge (chargeback)

Chargebacks should be a last resort. We prefer to work directly with you to resolve disputes fairly.

17. Contacting Us About Returns

Email: support@mapawspetsupply.com
Phone: (615) 824-0094
Mailing Address: Ma Paws Pet Supply, 379 E Main St, Hendersonville, Tennessee 37075
Hours: Monday–Friday, 9 AM–5 PM Central Time

Please include your order number in all correspondence so we can assist you quickly.

18. Changes to This Policy

We reserve the right to update this Refund and Return Policy at any time. Changes become effective when posted to our Website. We will not change the terms for orders already placed without notifying you.

Last Updated: January 2024
Ma Paws Pet Supply | 379 E Main St, Hendersonville, TN 37075 | (615) 824-0094