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Customer Care

You have questions, we have answers

You've got Questions, we've got Answers

Most questions can be answered below, but don't hesitate to contact us if you don't find an answer

ORDER STATUS

Track your Paw Naturals Order in Real-Time!

Exchanges & RETURNS

Returns and Exchanges for In-Store Purchases:

We want you to be happy with your purchase.
If for some reason you are not, we accept returns on most unopened items with tags and a copy of your order confirmation email within 30 days of purchase. 
All customers must fill out a Product Return Form from their mobile device during the transaction.
We are unable to take back returns for the following items if they have been opened:

  • treats,
  • bones
  • chews,
  • canned food
  • supplements

We do understand that occasionally, you will be unhappy with products have been opened.
These returns will be evaluated on a case-by-case basis.


Returns and Exchanges for Online Purchases:

We want you to be happy with your purchase. If for some reason you are not, we accept returns on most unopened items with tags and a copy of your order confirmation email within 30 days of purchase.

The simplest and fastest way to return an item(s) is to take it to your local Paw Naturals store along with a copy of your order confirmation email. NOTE: Our store associates are unable to process a return without a copy of your order confirmation email. If you no longer have this email, please contact us and our customer service representatives will be able to send you a copy of your original email.

If you do not live close to a store, please contact us and our customer service representatives will be happy to assist you with mail-in returns.

Exchanges are only possible in store at this time.

Special return guidelines:

We are unable to take back returns for the following items if they have been opened:

  • treats,
  • bones
  • chews,
  • canned food
  • supplements

We do understand that occasionally, you will be unhappy with products have been opened. We would need you to take the products back to your local Paw Naturals store along with a copy of your order confirmation email.  These returns will be evaluated on a case-by-case basis.
Unfortunately, we cannot accept mail-in returns for any opened items.

Refunds for Online Purchases:

For return eligible unopened items with tags, refunds will be made in the original form of payment. In case of mail-in returns, please allow 7-10 business days for processing after we have received your return.

Cancellations:

Our fulfillment centers strive to get your shipments to you as soon as possible. This means that we cannot cancel orders once they have been placed. However, we want you to be happy with your purchase and accept returns on most unopened items with tags within 30 days of purchase. For details, see return policy at top of page.

We want you to be in control of your Autoship orders – you can skip, change delivery dates or cancel future Autoship orders at any time. However, we cannot guarantee order cancellations initiated within 24 hours of your scheduled shipment date.
 

 

 

SHIPPING, PICKUP & DELIVERY

We offer several options for Pick-up, Delivery & Shipping

  • Pickup (in-store & Curbside) - Select the pick-up option of your choice when checking out online.  In-Store or Curbside (text CURBSIDE to 29071).  Add your mobile number to get text updates. For Curbside Service, you must add your mobile number to coordinate the pick-up.

  • Free Home Delivery - Orders $40+

  • Frozen Shipping - Surcharge is applied to cover dry ice & container.  Frozen orders are shipped out twice per month, on the 2nd & 4th Monday of each month. Even if next day air is selected and order is placed 1st Monday of the month, it still won't go out until the 2nd Monday.

  • Same-day Delivery - Select Postmates at checkout.  Select the delivery option of your choice when checking out online, if they are available for your location.

  • Carrier Shipping - Select UPS or USPS Standard or Expedited Shipping at checkout

  • Autoship - Subscribe & Save 5% when you set it, and forget it

 

 

PRICE-MATCHING

Price-Match Policy Effective April 4, 2020

PAW NATURALS WILL PRICE MATCH ANY LOCAL COMPETITORS WITH A BRICK & MORTAR STORE. 

**WE DO NOT PRICE MATCH ONLINE RETAILERS **

  • To request a price-match, customers must now fill out form below and provide attachments or links showing competitor prices.  Any of the following can be submitted as proof of price:
    1. URL Links to competitor website
    2. Advertisement
    3. Sales Flyer
    4. Online Printout/screenshot
    5. Product Package With Price Tag
    6. Receipts
    7. Picture Of The Advertised Lower Price For A Specific Product.
    8. ***WE DO NOT ACCEPT PHONE CALLS TO COMPETITORS AS A MEANS TO PRICE MATCH***
  • Customers with current price-matches must RESUBMIT the request using the form. 
    • Your old price-match will be honored at your next visit and then deleted & You'll be reminded to submit form before it can be honored again.
    • After submitting form, the info will appear in your customer notes.  Be sure to inform cashier to apply price-match at checkout.
    • Your new price-matches are good for 6 months after submission.  After 6 months, they will expire and you'll need to submit request again.

 

Thank you for your cooperation!

FORMS

customer forms

AUTOSHIP

LEGAL STUFF

Hours & Store Info