*The following Free My Paws products are custom made-to-order specifically for you and so are subject to a 25% return processing fee:
- ID Cards/Collar Tags
- Deluxe Vests
Damaged / Defective Items
In cases of damage or defect, the return process can often be expedited by providing a digital image of the damage or defect (along with a clear description of the problem) in an email to our customer support team. In many cases, action (in the form of reprint or refund) can be taken as soon as substantiation of the claim has been provided by the customer.
If the damage / defect cannot be verified over the phone or via email contact, the item may be required to return to Free My Paws for inspection before a determination can be made as to the state of the product.
Who covers the return shipping cost?
Return shipping costs are the responsibility of the customer.
Under no circumstance does Free My Paws reimburse (or provide credit) for return shipping costs incurred by the customer. If a product is damaged or defective, the recipient must make arrangements with Free My Paws support as to how the return should be handled prior to placing the items back in transit to Free My Paws.