At Paw Palace, we want you and your pet to be 100% happy with your experience. If a retail item isn’t quite right or a service didn't meet your expectations, we’re here to help make it right.
🛒 Retail Merchandise
Did that new harness not fit? Or perhaps your pup turned their nose up at a new flavor of treats?
Return Policy
Unopened Items: You can return most unopened, unused items in their original packaging within 30 days of purchase for a full refund or exchange.
Opened Items/Treats: For hygiene and safety reasons, we cannot accept returns on opened bags of treats or food. However, if your pet had an adverse reaction, please let us know so we can assist you.
Toys: We understand some pups are "super chewers." While we cannot offer refunds for toys destroyed by play, we can help you find a more durable alternative for an exchange.
How to Start a Return
Bring it in: Visit our front desk with the item and your receipt (digital or paper).
No Receipt? No problem! If you are part of our Loyalty Program, we can look up your transaction history in our system.
✂️ Service Satisfaction (Grooming & Boarding)
Our goal is for every pet to leave looking and feeling their best.
Grooming Adjustments: If you notice something about your pet’s haircut that you’d like adjusted (e.g., a little shorter around the ears), please notify us within 48 hours. We will gladly book a "touch-up" appointment at no extra charge.
Boarding & Daycare: While services rendered are generally non-refundable, if your experience was anything less than royal, please speak with a manager immediately so we can address your concerns.
💳 Refunds
Method: Refunds are issued to the original form of payment (Credit Card, Cash, or Gift Card).
Processing Time: While we process refunds immediately on our end, it may take 3–5 business days for the credit to appear on your bank statement.
Loyalty Points: If you earned points on a purchase that you later return, those points will be deducted from your loyalty balance.
⚠️ Non-Returnable Items
For the safety of all our furry guests, the following items cannot be returned or exchanged:
Used bedding or blankets.
Personalized or custom-engraved tags.
Worn apparel (unless the tags are still attached).
Still have questions?
Our Royal Support team is ready to assist you!
Email: support@pawpalace.com
Visit Us: See the front desk during normal palace hours.
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