Refund policy

Returns, Refunds & Replacements (USA & Canada)

We want you (and your pet) to love your purchase. If something isn’t right, here’s how returns, refunds, and replacements work.

Contact: info@mythicalpaws.shop
Include your order number and a short description of the issue.
Response time: 1–2 business days.

1) Definitions

  • Delivery Date: Carrier tracking shows “Delivered.”

  • Request Date: When we receive your first email (timestamped).

  • RA (Return Authorization): Our approval + return instructions (if a return is required).

  • Higher-Value Item/Order: Item price or order subtotal over $75 USD (after discounts, before taxes).

  • Business Days: Mon–Fri (excluding holidays).

2) Return Window

You may request a return within 30 days of the Delivery Date.
This window starts from the Delivered scan (not when you open the package).

Shipping delays (carrier, weather, or high-volume periods) are not defects if the item arrives in good condition. Standard return rules apply.

3) Standard Return Eligibility (Change of Mind / Sizing)

To qualify, items must be:

  • Unused, unworn, unwashed

  • In original packaging with tags/accessories

  • Free of pet hair, odor, stains, chewing marks, or damage

  • With proof of purchase (order number/receipt)

Items showing use, pet hair/odor, washing, or damage are not eligible.

4) Non-Returnable Items

For safety/hygiene, we don’t accept returns on:

  • Opened food, treats, supplements, grooming/hygiene, or consumables

  • Custom/personalized items

  • Gift cards

  • Final sale/clearance items (if marked)

5) Exchanges

No direct exchanges. Return the original item (if eligible) and place a new order.

6) Start a Return

Email info@mythicalpaws.shop with:

  • Order number

  • Reason for return

  • Photos/video (if damaged/defective/incorrect)

Do not return to the address on the package. If approved, we’ll send the correct USA/Canada return address.

Return shipping deadline: Return eligibility is based on your Request Date. After RA is issued, your return must show a carrier acceptance scan within 14 days. Returns sent without approval or outside this timeframe may be rejected.

7) Damaged, Defective, or Incorrect Items

Inspect your order as soon as possible.

A) Shipping damage / missing parts / wrong item
Report within 10 days of Delivery Date with clear photos/video (include packaging photos if damaged). Claims after 10 days may be denied.

B) Manufacturing defect / stops working under normal use
Report within 30 days of Delivery Date with photo/video proof.
If it breaks immediately upon first use, report within 10 days with a short video.

If confirmed, choose one:

  • Free replacement, or

  • Full refund (return may be required for Higher-Value Items/Orders), or

  • Keep item + 50% refund, or

  • Keep item + 75% store credit

Store credit: issued as a store credit/gift card, non-transferable, no cash value, and usable toward future purchases.

In many cases, we don’t require returns for replacement/keep-item resolutions. If a return is required and inspection shows the item is not defective or the issue isn’t as described, the claim may be denied or adjusted.

8) Delivery Issues (Lost / Stolen / Misdelivered)

If tracking shows “Delivered” but you didn’t receive it, contact us within 7 days of Delivery Date for the best chance of resolution (carrier claim windows are time-sensitive). Claims submitted after 7 days may not be covered.

We may require address confirmation and a carrier investigation. For Higher-Value Orders, we may request a signed statement (rarely, a police report).

Resolution may include replacement, store credit, or refund (when appropriate).

9) Return Shipping & Costs

Change of mind/sizing: Customer pays return shipping. Use a trackable service — we can’t refund returns lost in transit.

Confirmed defective/incorrect (if return required): We provide a prepaid label where available, or reimburse economy, trackable shipping up to $20 USD per return with proof of postage.

10) Refund Amounts

Refunds cover the product price actually paid for the returned item(s).
Original shipping isn’t refundable (we offer free shipping).
Non-refundable fees may include duties/taxes (if applicable), gift wrap, or other checkout-selected services.

Discounts/bundles/free gifts:

  • Refunds reflect the discounted price paid

  • Bundle refunds may be prorated

  • Free gifts must be returned unused or their value may be deducted

11) Refused / Unclaimed Packages

Refusing delivery doesn’t cancel the order. If returned due to refusal, incorrect address provided by customer, or unclaimed:

  • 20% restocking/processing fee deducted

  • Carrier return fees deducted

  • Refund issued only after we receive and process the package

12) Refund Timing

After we receive your return:

  • Inspection: 3–5 business days

  • Refunds go to the original payment method only

  • Banks may take up to 10 business days to post funds

13) Chargebacks & Disputes

Contact us first at info@mythicalpaws.shop — we can usually resolve issues faster than a bank dispute. If a dispute is filed, we submit evidence (tracking, delivery confirmation, and support history). Fraudulent disputes may result in restriction of future orders.

14) Order Cancellations

Cancellation requests must be submitted within 12 hours of purchase. If your order has already entered processing/shipping, cancellation may not be possible. If it ships, you can follow the return process after delivery (if eligible).

 

This policy does not limit any rights you may have under applicable consumer protection laws.