Returns & Refunds Policy

We want you to love what you buy from us. If something isn't right, here's how returns and refunds work.

Need help right now? Email support@theloyalpaws.com or call 316-208-7331.

Return Window

Returns must be requested within 14 days of delivery. Requests submitted after this window may be denied.

Because our products come from several suppliers, each return is handled based on the supplier's return policy for that item. In practice, some items are more flexible than others — we'll always tell you exactly what to expect before you ship anything back.

How to Start a Return

1. Email us at support@theloyalpaws.com with your order number and the reason for the return.

2. We'll respond within 1–2 business days with return instructions, the correct return address, and any specific requirements for your item.

3. Ship the return per the instructions. Please do not ship any item back before receiving approval — unauthorized returns may not be refundable and can be lost in transit.

Return Eligibility

To be eligible for a return, items must be:

  • Unused and in original condition

  • In their original packaging, with tags, manuals, and accessories included

  • Accompanied by proof of purchase (order number or receipt)

We may deny returns that do not meet these conditions. If you're unsure whether an item qualifies, email us before shipping and we'll confirm.

Return Shipping Costs

  • Change-of-mind returns: Customer is responsible for return shipping. A restocking fee of up to 15% may apply depending on the supplier's policy for that item. Original shipping charges are non-refundable.

  • Defective, damaged, or incorrect items: We cover return shipping and provide a prepaid label. No restocking fee applies.

Non-Returnable Items

The following generally cannot be returned:

• Items marked "final sale" on the product page

• Items that have been used, washed, or damaged after delivery

• Items returned outside the 14-day window

• Items returned without prior approval or in non-original condition

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or wrong:

1. Contact us within 7 days of delivery at support@theloyalpaws.com

2. Include your order number, a description of the issue, and clear photos or video of the damage or defect (required — we can't process claims without visual documentation)

3. We'll respond within 1–2 business days with next steps — a replacement, refund, or prepaid return label at no cost to you

Claims submitted more than 7 days after delivery may not be eligible.

Refund Processing

Once we receive and inspect your returned item (or approve your damage or defect claim), refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional few days for the refund to appear on your statement.

What's refunded:

  • Product cost: Full refund for defective, damaged, or incorrect items. For change-of-mind returns, product cost minus any applicable restocking fee.

  • Original shipping charges: Non-refundable.

  • Return shipping: Refunded only for defective, damaged, or incorrect items.

Payment Disputes

If something goes wrong with your order, please contact us first at support@theloyalpaws.com. We resolve nearly every issue directly, and we want the chance to make it right.

Filing a chargeback without contacting us slows resolution significantly. In cases of clearly unwarranted disputes, we may limit future orders from that account.

Contact Us

Email: support@theloyalpaws.com
Phone: 316-208-7331
Contact form: theloyalpaws.com/contact-us

We reply within 1–2 business days, Monday through Friday.