Returns Policy
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HandsNpaws
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Non Returnable Items
There are no returns for sales items, items purchased with a discount coupon, exchange items from a return, Mutt Hutts, Hatchbag cargo area liners, pet beds, Pet furniture (ottomans, Louis Dog), toys, pet pillows, dog or cat treats and other consumables, pet jewelry (including charms, pearl, crystal or rhinestone necklaces), harnesses, toys, harnesses, collars or leads made with crystal or rhinestone, or any products made with Swarovksi Austrian Crystal (E.g. Those product numbers beginning with LCW or CBCOLL), designer pet carriers (any pet carrier over $100), discount/coupon purchases, personalized items e.g. with initials, monogrammed items, pet throws, seasonal items (halloween or other pet costumes, xmas themed gifts, any Christmas or Hanukah items, St.Valentines, St. Patrick's Day), spa or grooming items (shampoos, conditioners, skin treatments etc), health products (including pet meds whether opened or unopened). We do not provide exceptions to our return policy. Please read carefully.
Restocking Fees/Request Authorization Number
Please note the following prior to purchase so that you are aware of our return policy. You will only be reimbursed for postage if the item is defective or sent to you in error by us. In such cases, we reimburse the original S&H charged on your invoice by way of store credit only after you have returned the item and it has been inspected. There is no restocking fee for such returns. However, these items must be returned in accordance with our return procedure in all other respects. All returns require prepaid shipping by you and are subject to:
Damaged Items
If your package arrives damaged, please refuse shipment so that you do not affect your claim with the carrier. Damaged items are not regular returns and a claim needs to be made with the carrier. Upon confirmation by the carrier that a claim has been made and damage acknowledged on the part of the carrier, we will reship a replacement (same) item. We will assist with the claim if the carrier requires our assistance for details regarding your purchase for the claim to proceed. In the rare event that the damage is an inherent defect in the manufacture, you must notify us within 14 calendar days of receipt otherwise we cannot accept the item or assist you further. We will not accept returns for damages other than manufacture defect and no returns outside the notification period will be processed. Please inspect your package immediately upon receipt for your protection. Thank you.
- (1) 10% restocking fee less or $5, whichever is greater (2) shipping & handling (not reimburseable) & Small Order Processing Fee (if this applied to your order it is not reimburseable). (except for certain pet carriers, items sent in error, defective product and other specified items...see below) .
We only issue store credit for returns or cancellations or an exchange only. We do not issue refunds.
- Undeliverable packages or packages that are returned to sender will be treated as returns and subject to a 20% restocking fee.
- You must request a Return Authorization Number (RMA) before making a return. Please await instructions for your return once the RMA has been issued. Please make sure you keep your RMA on hand and attach it to your return item on the outside of the package. Your RMA is your proof that your return request was approved. You may want to keep it on hand until your return has been completely processed and retain proof of delivery confirmation for your protection. Your request for an RMA must be made via email prior to making a return. Please note "you" in the return policy refers to the actual purchaser. Only the actual purchaser can request an RMA and receive store credit. If you wish to designate a different recipient for exchange merchandise you may do so by placing a new order and designating the recipient in the "ship to" address.
- Emailing us for an RMA. Email us using the return email address included with your packing slip. If you do not have this address for some reason, please use the contact form on this site with your order number in the subject line and write Returns. If you do not receive a response within 48 hours, please use the HELP desk Email only (not the return form on the help desk) or open a ticket so that you are not outside the notification period if your email is lost. If there is a delay in our response because of high email volume or holidays, this does not affect your timely request.
- Compliance with Return Policy
No RMA will be issued and items are not returnable if customer indicates refusal to comply with the return or any other site policy, in whole or in part, or gives reason for the store to believe that they will not comply or if the customer disagrees or shows objection to the applicability of the terms described herein, e.g. restocking fee. If you have a question regarding any provision herein, please contact us prior to purchase or do not make a purchase.
- Gift Recipients
Gift recipients are not authorized to request an RMA, receive credit or process any return regarding a purchase on the customer's behalf. Notwithstanding the foregoing, gift recipients may facilitate the return process by providing information on the condition of the item if it is in their possession at the convenience of the customer, but at the discretion of the store. The customer is ultimately responsible for complying with the return policies and all policies of the store. We reserve the right to not communicate or accept returns shipped by gift recipients at any time.
- Items Returned to Sender/Incomplete Addresses/Unclaimed Packages.
These items are subject to a 20% restocking fee. Please make sure that you provide a complete address in your shipping information and obtain an RMA if you wish to make a return. You should also make sure you provide a deliverable address and one at which someone can sign for packages or receive your ordered items. We are not responsible for delays in processing items returned to us without an RMA for any reason.
- Please note: Returns will only be processed if we are notified within 14 calendar days of your mailed receipt of the item (day the package arrives). Please make sure you contact us within 14 calendar days of receipt for any issue regarding your order including shipping errors, damages or requests for an exchange.
- We must receive your return item within 10 calendar days of your RMA issuance. (Please note, you will be required to notify us that your item is unused/has not been in contact with your pet. If you do not respond to this request, we must assume that you decline to make a return since we do not accept used items. Please respond promptly -within 48 hours- so that your return request remains open. After 7 days with no response to our request, we assume you no longer wish to make a return and the return process is closed).
- We will not process returns without a Request Authorization Number. If your request is received outside the required time limit, items purchased are non-returnable. There are no exceptions. We are not responsible for returns that are made outside our return policy.
- Returns or requests for cancellation are not handled by phone. Thank you.
- Please note: Sales on exchange items are final. e.g. The replacement item(s) for your return. Only one exchange per sale. In other words, you cannot request a return on your exchange order for a return.
- All returned merchandise must be in its original condition and packed securely.
- The Request Authorization Number must be on the outside of the packaging.
- Returns must also be shipped in the condition in which they were received with sale tags, invoices/packing slips and packaging intact. All items must be in unused condition so you will have to rely on a visual inspection only. Please note, we cannot accept any merchandise without the original sale tags.
- Items that have been in contact with your pet are considered used i.e. not in original condition. We recommend that for pet carriers, pet clothing and similar items that you do a visual inspection to estimate fit.
- Items Returned without an RMA or shipped to Incorrect Address
These are returned to sender. Please realize, mailing an item without an RMA number substantially increases the liklihood that it is not identified as a return or disgarded. In such instances, you will need proof of delivery to confirm that any return was made. Please make sure you obtain an RMA if you wish to make a return to avoid this inconvenience. Thank you.
- All returns are made at our discretion. Not all requests are approved and we reserve the right not to accept a return if we believe that the item is not in resellable condition or the circumstances do not warrant a return. In such cases, you may pay for us to reship that item to you. To avoid such inconvenience, please advise your rep on the condition of your item when making a return. Most returns are accepted if the item is still in new and unused condition. Do not ask our reps to make exceptions to our policy. It is here to protect our pets, our other customers and allows us to continue to offer quality products and the best price. We do not sell repackaged items. Our returns, even in the best condition are donated.
- Please note, we issue Store Credit or Exchange only for returns. No refunds under any circumstances. We do not refund partial credit. Please use your store credit in one purchase. You may request an exchange or store credit for later use if you make a return. All credits are considered "Store Credits." We do not issue credit card refunds. Store credit coupons expire within 90 days of issuance or the date of the coupon, whichever is later. Sorry, we cannot honor expired coupons. If your store credit coupon for a return item has expired, please contact us to (politely) request a courtesy gift coupon. These are not automatic and are provided at our discretion depending on the passage of time since the expiration and individual circumstances.
- Our return address will be provided with your RMA. Do not send to return address on your package.
- Freight, processing fees, handling charges and insurance are not refundable.
- If you return the item to the wrong location, you may incur additional shipping charges. All return items, regardless of address must be return freight prepaid with delivery confirmation. Please include evidence of payment with the order. We recommend that you insure your item for your own protection, but this is up to you. We do not accept returns for Sales items, books or health related products (e.g. ointments, pills, tablets, medicine) or seasonal items. These sales are final.
- All Returns/Reshipped Items/Shipping Mistakes
As stated above, we require return of all items claimed as damaged or shipped by mistake before processing store credit. In such circumstances, and except as otherwise expressly indicated in writing, we are under no obligation to provide refunds. In the case of damaged items or items shipped by mistake, upon receipt of the damaged/mistaken product(s) and review of the claim, store credit will be issued for a like item. There is no restocking fee for such exchanges and no additional shipping for reshipment. Damaged shipments (see below for more information and claims process) and items shipped by mistake may only be exchanged for like merchandise. If we have shipped the wrong item due to our mistake we will credit you for postage by way of store credit in the amount of the original S&H charged on your invoice only after you have returned the item and it has been inspected. All returns require issuance of an RMA. Items shipped without an authorized RMA will be returned to sender and any corresponding return/replacement shipments may be automatically waived by customer and lies within the discretion of HandsNpaws.
Please note, we can only provide credit to the original purchaser and email address of the original order for fraud and security purposes.
Please note return authorization does not guarantee that return will be accepted if you have not complied with these terms. Returns will be accepted if they are within the policy herein stated. Returns may take up to 45 days to process. Please feel free to contact us regarding status or preferably, check your account online. Your original order will be marked "pending" once it has been received and approved for exchange or refund. If your item qualified for FREE SHIPPING as part of a discount (not waived as a courtesy after your order), a flat shipping fee of $7.90 will be added to your restocking fee. These items are subject to a 20% restocking fee: PETFLYS Pet Carriers.
You need to make sure that your request for a return is timely. Please note, where sizing information is given for breeds, this is an estimate since individual pets will differ. If in doubt, email us prior to purchase with your pet's full measurements in which case we will try to assist with general information provided by an individual manufacturer based on the measurements you provide.
We encourage customers to contact us prior to purchase with any questions they may have regarding fit or returns. We are happy to help and provide you with manufacturer recommendations, other customer experiences with the item you wish to purchase or specifics regarding the return policy with respect to your intended purchase.
Exchanges
Your return item can be used as credit towards an exchange item. Please note that we must charge shipping for mailing the replacement item. The same terms set forth for return items apply to exchanges. Please note, some purchases qualify for our FAST TRACK return process. This will be noted on your individual packing slip with the appropriate instructions.
E-mail is usually the most expedient way to contact us. Simply reply to your order confirmation or email us using the contact form. (Because of spam, we no longer publish this address live on the site). A customer service representative will try to respond to your request within 48 hours. If you do not get a timely response by email, you may also try contacting us using the HELP DESK located on the home and contact pages. Please note, we do not process any return requests by phone.
Damaged Merchandise/Insurance
Please note, damaged merchandise is not defective merchandise. Defective merchandise represents a basic flaw in the design or construction of the item and these claims are handled directly with the manufacturer under the manufacturer's warranty. We will provide a replacement item only if you have contacted us promptly (within five business days of receipt) and have exhausted any remedy directly with the manufacturer. See above for more details.
Notification If you receive a package that is damaged please refuse the packaging and contact us within 2 business days so we can assist with a claim against the carrier. We cannot assist with packages that have been accepted and then later claimed as damaged. If you receive an item that is defective (i.e. broken or torn..not the wrong size or color) you must notify us within 3 business days to notify us of the problem. We will cheerfully correct the problem directly or with the manufacturer.
Insurance Items damaged during shipping should be covered by insurance (automatic up to $100 with UPS and purchased separately upon request if item mailed USPS). We encourage all customers to obtain insurance protection if they have concerns. Simply note your request for insurance on your order and we will charge or bill you accordingly. In no event should you accept a package from the carrier if it is visibly damaged. You should immediately contact the carrier so as not to void any claim in the event that this occurs. Returning your item to our store could void your insurance by the carrier and we will not be able to take back your merchandise and issue store credit or replacement.
Defective Items/Warranty
Please note, damaged merchandise is not defective merchandise. If your item is damaged by the shipper, please refuse the package. Defective merchandise represents a basic flaw in the design or construction of the item and these claims are handled directly with the manufacturer under the manufacturer's warranty. We do not provide any warranty for items. (See below). We will assist you in contacting the manufacturer provided we are advised of the condition of the item within five calendar days of receipt. Please note, you may void any manufacturer warranty if you wait too long and we will not assist you if we are not contacted promptly with five calendar days of receipt. Except as otherwise stated, we will process your defective item as a return only if have contact us promptly and the manufacturer refuses to honor their warranty. You will need to contact the manufacturer first. If the manufacturer will not honor their warranty, your remedy will be limited solely to replacement by our company of the same item (or similar item, as determined by our company if the same is not available), provided you have contacted us within five business days of receipt of your item. We will not process your replacement item if you have not made a timely request i.e. within five calendar days of receipt. After such time, the customer must contact the manufacturer directly for any remedy. All requests/notifications regarding defective items must be in writing. If you do not get a response to our email within 48 hours, please use the help desk and review our business and vacation times. You should also send a written request to our business address with return receipt requested as proof of mailing. Please contact us prior to ordering if you require information regarding manufacturer warranties on specific items. If you merely have a change of heart in what you want to purchase this is a return and you should review the procedure below. If you need a different size, (see info below on apparel sizes) that is a straight return.
Notwithstanding the above, if an item is returned and not found to be defective, all shipping charges to and from the customer's ship to address will be charged to the customer's account. The determination of the defect can only be determined by our company with or without support of the manufacturer. Any and all defects occurring after 5 calendar days of receipt of the item will be covered under the respective warranty of the manufacturer or representative thereof.
Defects caused by user error or negligence are not covered by this policy, including, but not limited to not reading the instructions, if any, included with the purchased item.
Please note, in certain instances, we reserve the right to ask for proof of defect including but not limited to an emailed jpeg photo of the alleged defect or damage. We may not issue an RMA if we determine that there is fraud or there is a lack of cooperation on the part of the customer.
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