Refund policy

Effective Date: 18 June 2026

Ma Paws Pet Supply, we want customers to understand the return and refund process before placing an order. Please read this policy carefully before starting a return.

Return Window

Most eligible items can be returned within 30 days of delivery.

To be eligible for a return, the item must be unused, in its original condition, and include all parts, accessories, and packaging when possible.

How to Start a Return

To start a return, please contact us at support@mapawspetsupply.com.

Please include:

Your order number
The email address used at checkout
The item you want to return
The reason for the return
Photos if the item arrived damaged, defective, or incorrect

Please do not send any item back before contacting us and receiving return instructions.

Return Eligibility

Returned items must be unused and in their original condition.

Items with signs of use, damage, pet hair, odor, stains, missing parts, or missing packaging may not be eligible for return.

Non Returnable Items

The following items may not be eligible for return:

Used pet products
Items with pet hair, odor, stains, or signs of wear
Opened hygiene or grooming items
Personalized or custom items, if offered
Final sale or clearance items marked as non returnable
Items returned more than 30 days after delivery
Gift cards, if offered

If an item arrives damaged, defective, or incorrect, please contact us so we can review the issue.

Return Shipping

Customers are responsible for return shipping costs when returning an item because they changed their mind, ordered the wrong item, or no longer want the product.

If the item arrived damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will review the issue and provide the next steps.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, contact us within 48 hours of delivery.

Please include your order number and clear photos of the item, packaging, and shipping label. This helps us review the issue and provide the next steps.

Refunds

After we receive and inspect an approved return, we will notify you about the refund status.

If the refund is approved, it will be issued to the original payment method used at checkout.

Your bank, card issuer, or payment provider may take 14 business days to show the refund after it has been processed.

Exchanges

Exchanges depend on product availability.

If you need an exchange, contact us with your order number and the item you want to exchange. If the item is not available for exchange, you may return the eligible item and place a new order.

Order Cancellations

If you need to cancel an order, please contact us as soon as possible.

Orders can only be canceled before they are processed or shipped. Once an order has shipped, it cannot be canceled, but you may request a return after delivery if the item is eligible.

Wrong Shipping Address

Customers are responsible for entering the correct shipping address at checkout.

If you entered the wrong address, contact us as soon as possible. If the order has not been processed or shipped, we will try to help update it. If the order has already shipped, we may not be able to change the delivery address.

Original Shipping Costs

Original shipping costs are non refundable unless the return is due to a damaged, defective, or incorrect item approved by our support team.

Restocking Fee

We do not charge a restocking fee.

Contact Information

If you have questions about a return or refund, please contact us during customer service hours.

Store Name: Ma Paws Pet Supply

Business Address:
379 E Main St
Hendersonville, TN 37075
United States

Email: support@mapawspetsupply.com
Phone: +1 615-824-0094

Customer Service Hours:
Monday – Sunday: 10:00 AM – 6:00 PM ET