Return and Refund Policy

1. Our Satisfaction Guarantee

At Ma Paws Pet Supply, we take pride in the quality of our pet essentials. If an item doesn’t meet your expectations, we are here to make it right. By shopping with us, you agree to the terms of this policy, designed to ensure a fair and transparent process for all pet parents.

2. Eligibility for Returns

We offer a 30-day return window from the date of delivery. To be eligible for a return, please ensure:

  • Condition: The item must be unused, unwashed, and in the same condition that you received it.

  • Packaging: All original tags and packaging must be intact.

  • Hygiene & Safety: For the safety of all pets, items that show signs of wear, pet hair, or use cannot be accepted.

Non-Returnable Items:

  • Final sale or “Clearance” items.

  • Gift cards.

  • Personal care items (e.g., opened grooming liquids or supplements).

3. Damaged, Defective, or Incorrect Items

If we made a mistake or your order arrived damaged, we will prioritize your replacement.

  • Report Window: Please notify us within 48 hours of delivery.

  • Evidence: Attach clear photos or a short video of the damage and the shipping label.

  • Resolution: We will provide a pre-paid return label (if applicable) and ship a replacement at no additional cost or issue a full refund.

4. How to Initiate a Return

To ensure your refund is tracked and processed correctly, please follow these steps:

  1. Request: Email us at support@mapawspetsupply.com with your Order Number and “Return Request” in the subject line.

  2. Review: Our team will review your request within 1–2 business days.

  3. Authorization: Once approved, we will provide you with a Return Authorization Number and the correct return shipping address.

Note: Please do not mail items back to the manufacturer or our warehouse without prior authorization, as we cannot guarantee a refund for untracked arrivals.

5. Return Shipping Costs

  • Customer Responsibility: For standard “change of mind” returns, the customer is responsible for paying the return shipping costs.

  • Shipping Fees: Original shipping charges are non-refundable.

  • Our Error: If the return is due to a defective product or an incorrect item sent by us, we will cover all shipping expenses.

6. Refund Processing

Once your return is received and inspected (usually within 3 business days of arrival):

  • Notification: We will email you to confirm receipt and the status of your refund.

  • Payout: Approved refunds are automatically applied to your original payment method (Credit/Debit Card).

  • Timeline: Most banks and card issuers process refunds within 5–10 business days.

7. Order Cancellations

We strive for fast fulfillment. You may cancel your order within 12 hours of purchase for a full, immediate refund. Once an order has entered the “Processing” or “Shipped” stage, it can no longer be canceled and must be handled as a standard return.

8. Late or Missing Refunds

If you haven’t seen your refund posted yet:

  1. Double-check your bank account or credit card statement.

  2. Contact your financial institution, as processing times vary.

  3. If you’ve done this and still have not received your refund, please contact us at support@mapawspetsupply.com.

9. Contact Information

For any questions regarding your order, our dedicated support team is ready to help:

  • Store Name: Ma Paws Pet Supply

  • Email: support@mapawspetsupply.com

  • Phone: +1 615-824-0094

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

  • Business Hours: Monday–Friday, 9:00 AM – 5:00 PM (GMT UTC -5)

  • Order Cut‑Off Time: 5:00 PM (GMT UTC -5)