Return and Refund Policy

Return and Refund Policy

Effective Date: November 28, 2024

At Mostly Paws, customer satisfaction is our top priority! We strive to ensure you’re delighted with your purchase. Please read our return and refund policy carefully.

1. Return Eligibility

Standard Products:

  • Non-personalized items can be returned or exchanged within 30 days of delivery.
  • Products must be unused, in their original condition, and in the original packaging.

Personalized Products:

  • Due to the customized nature of items featuring personal images or text (e.g., pet photos), personalized products are non-returnable and non-exchangeable, unless they arrive defective or damaged.

2. Non-Returnable Items

The following items cannot be returned:

  • Gift cards
  • Downloadable software products
  • Health and personal care items
  • Perishable goods
  • Intimate or sanitary items
  • Hazardous materials or flammable liquids/gases

3. Defective or Damaged Items

If you receive a defective or damaged item, please contact us at support@mostlypaws.com within 7 days of delivery.

  • Include your order number, a description of the issue, and photos if applicable.
  • We will arrange for a replacement or refund as appropriate.

4. Return Process

  1. Initiate a Return: Email support@mostlypaws.com with your order number and reason for return.
  2. Return Authorization: Once approved, you will receive instructions on how to return your item.
  3. Shipping Costs: Customers are responsible for return shipping costs, which are non-refundable. For defective or damaged items, we will cover the return shipping expenses.

5. Refunds

Processing Time:

  • Once your return is received and inspected, we will notify you of the approval or rejection of your refund.
  • Approved refunds will be processed to your original method of payment within 7-10 business days.

Late or Missing Refunds:

  • If you haven’t received your refund after 10 business days, please check with your bank or credit card company.
  • If the issue persists, contact us at support@mostlypaws.com.

6. Exchanges

We replace items only if they are defective or damaged.

If you need to exchange a defective or damaged item for the same product, email us at support@mostlypaws.com.

7. Gifts

Gifted Items:

  • If the item was marked as a gift at purchase and shipped directly to you, you will receive a gift credit for the value of your return.
  • Once the returned item is received, a gift certificate will be emailed to you.

Non-Gifted Items:

  • If the item wasn’t marked as a gift or was shipped to the purchaser, the refund will be issued to the purchaser.

8. Shipping Returns

  • To return your product, please follow the instructions provided after contacting support@mostlypaws.com.
  • For items valued over $75, we recommend using a trackable shipping service or purchasing shipping insurance.
  • We cannot guarantee that we will receive your returned item.

9. Policy Updates

We reserve the right to update this policy at any time. Changes will be posted on this page with the updated effective date.

10. Contact Information

For questions related to returns and refunds, please contact us:

Email: support@mostlypaws.com