Shipping & Returns

Thank you for shopping with The Loyal Paws. These policies cover how we ship, how returns work, and what to do if something goes wrong with your order. By placing an order, you agree to the terms below. We may update these policies from time to time — changes are posted here and take effect immediately.

Questions before you buy? Email us at support@theloyalpaws.com or call 316-208-7331 and we'll get back to you within 1–2 business days.

Shipping

Free shipping on U.S. orders over $75. Orders under $75 ship at a flat or calculated rate shown at checkout. We currently ship within the United States and to select international destinations.

Order processing time
Most orders are processed within 1–5 business days. Some products ship faster and some take longer depending on the item — the product page will note it when the timing is unusual. Processing time does not include transit time.

Delivery time
Once your order ships, delivery time depends on the carrier and your location. Estimated delivery windows shown at checkout are guidelines, not guarantees. We're not responsible for delays caused by carriers, customs, weather, or other events outside our control.

Tracking
You'll receive a tracking number by email as soon as your order ships. If you don't see it within 7 business days of ordering, email support@theloyalpaws.com and we'll look into it.

International shipping
We ship to select international destinations. International customers are responsible for any customs duties, VAT, or import taxes applied by the destination country. Delivery times to international destinations vary widely, and tracking may be limited in some regions.

Order Changes and Cancellations

Address changes and cancellations can be requested within 12 hours of purchase by emailing support@theloyalpaws.com. Once an order has entered processing or shipped, we cannot cancel or reroute it.

If we're unable to fulfill your order due to stock issues or other problems on our end, we'll issue you a full refund promptly.

Returns

Return window: 14 days from delivery.

We accept returns on most items within 14 days of the delivery date. Because our products come from several different suppliers, each return is handled based on the supplier's return policy for that item, which we'll walk you through when you request the return. In practice this means 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 support@theloyalpaws.com with your order number and the reason for the return.

2. We'll review your request and reply within 1–2 business days with return instructions, a return address, and any specific requirements.

3. Ship the item back per the instructions. Do not ship a return before you've received approval and instructions— unauthorized returns may not be refundable.

To be eligible for a return, items must be:

  • Unused, in original condition

  • In original packaging with all tags and accessories

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

Return shipping costs
For change-of-mind or buyer's-remorse returns, the customer is responsible for return shipping. Original shipping charges are non-refundable, and a restocking fee of up to 15% may apply depending on the supplier.

For defective, damaged, or incorrect items (see below), we cover return shipping.

Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect, we'll make it right. Here's what to do:

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

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

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

Claims submitted after 7 days may not be eligible for replacement or refund.

Lost or Delayed Packages

If your tracking shows delivered but you don't have the package:

• Check with household members, neighbors, and any building management

• Look around the delivery area — porches, side doors, garages

• File a claim with the carrier (USPS, UPS, FedEx) — this is often required for lost-package cases

• Contact us at support@theloyalpaws.com and we'll help however we can

We can't take responsibility for packages that carrier tracking confirms as delivered, but we'll work with you to file claims and, where possible, replace items in good faith.

If your package is delayed in transit:
Contact us and we'll investigate with the carrier. Most delays resolve themselves within a few days. If a package is confirmed lost by the carrier, we'll replace it or refund your order.

Non-Returnable Items

The following items 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

If you're unsure whether an item is returnable, email us before you buy and we'll confirm.

Refunds

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

What's refunded:

  • Product cost: yes, in full for defective/incorrect items; minus any applicable restocking fee for buyer's-remorse returns

  • Original shipping charges: non-refundable

  • Return shipping: refunded only for defective/incorrect items

Incorrect Shipping Information

Please double-check your shipping address at checkout — we ship exactly where you tell us to. If your address is entered incorrectly:

• Email support@theloyalpaws.com immediately so we can try to correct it before shipping (no guarantees once processing has started)

• If a package is returned to us due to an incorrect address, we'll offer to either reship at your expense or refund the product cost (excluding shipping)

Chargebacks and Payment Disputes

If you have a problem with your order, please reach out to us first at support@theloyalpaws.com — we resolve almost every issue directly and want the chance to make it right.

Filing a chargeback without contacting us first slows the resolution significantly and, in cases of clearly unwarranted disputes, we reserve the right to limit future orders from that account.

Contact Us

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

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