Refund policy

Return & Refund Policy – The Upper Paw

At The Upper Paw, we are committed to providing high-quality pet accessories and a smooth, transparent shopping experience. This Return & Refund Policy is designed to comply with U.S. consumer protection standards and Google Merchant Center guidelines, ensuring clarity, fairness, and customer satisfaction.

1. 30-Day Return Policy

We offer a 30-day return window from the date your order is delivered.

To qualify for a return:

  • Items must be unused, unworn, and in original condition
  • Products must be returned in their original packaging, including tags and seals (if applicable)
  • A valid proof of purchase (order confirmation or receipt) is required

We reserve the right to deny returns that do not meet these conditions.

2. Non-Returnable Items

To maintain hygiene and safety standards for pets, the following items are not eligible for return:

  • Opened or used pet accessories
  • Items showing signs of wear, damage, or alteration
  • Hygiene-sensitive products (e.g., grooming tools once used)
  • Perishable goods (if applicable)
  • Gift cards
  • Clearance or final sale items
  • Customized or personalized products

These restrictions help ensure the safety and well-being of all pets and customers.

3. How to Request a Return

To initiate a return, please follow these steps:

  1. Contact Us: Email support@theupperpaw.shop with your order number and reason for return
  2. Provide Evidence (if applicable): For damaged, defective, or incorrect items, include clear photos of the product and packaging
  3. Wait for Approval: Returns must be authorized before shipping. Unauthorized returns may not be accepted

Once approved, we will provide return instructions.

4. Return Shipping & Fees

  • No Restocking Fees: We do not charge restocking fees
  • Customer Responsibility: Return shipping costs are the customer’s responsibility for returns due to change of mind
  • Our Responsibility: If the item is defective, damaged, or incorrect, we will cover return shipping costs

We recommend using a trackable shipping service, as we are not responsible for lost return shipments.

5. Refund Process

After receiving and inspecting your returned item:

  • Approved refunds will be issued to your original payment method
  • Processing time: 3 business days
  • Shipping charges (if applicable) are non-refundable, unless the return is due to our error

You will receive a confirmation email once your refund has been processed.

6. Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect:

  • Contact us within 3 days of delivery
  • Provide photos and order details

We will promptly arrange a replacement or full refund at no additional cost to you.

7. Order Processing & Cut-Off Time

  • Order Cut-Off Time: 5:00 PM (Central Time – CT), Monday through Friday
  • Orders placed after this time will be processed on the next business day

8. Contact Information

If you have any questions about returns, refunds, or your order, please contact us:

The Upper Paw
📍 Address: 2809 Commerce Street, Dallas, TX 75226, USA
📞 Phone: +1 214-760-9991
📧 Email: support@theupperpaw.shop

Customer Support Hours:
Monday – Friday: 10:00 AM – 8:00 PM (CT)