FAQs

At All Paws Retreat, we strive to provide efficient and timely service to our customers. To ensure a smooth and convenient pick-up experience, customers who place an order through our website will be able to pick up their order within two hours of the order confirmation. This timeframe may be faster and once you place an order, you will receive an order confirmation via email. Once we have finished processing your pick up order, you will receive an email indicating that your order is ready for pick up.

When picking up your order, you may be required to present a valid form of identification and proof of purchase, such as the order confirmation email or a digital copy of the receipt.

We will gladly accept a return or exchange of salable merchandise, in original condition, within 30 days of purchase date accompanied by the original receipt. All returns accompanied by the original receipt will be credited to original form of payment. Items returned must be in original packaging. Salable merchandise in original condition, not accompanied by a receipt, will be accepted and a merchandise credit will be issued on a store account for the lowest price. Clearance items are final sale and cannot be returned or exchanged.

Delivery and In Store Returns and Exchanges
can be made at our physical store location within 30 days of purchase. Customers presenting a product for return must have a physical, emailed or test receipt or an All Paws Retreat account for receipt retrieval from their account.

Shipping Returns and Exchanges
can be made by emailing us at shop@allpawsretreat.com. Once your email is received, an All Paws Retreat team member will contact you and assist you with your return. Items must be unopened and in as-new, resalable condition. Products will be refunded to the original form of payment. Items that have been chewed or damaged cannot be returned.

Return or exchange via mail
An All Paws Retreat team member will email a return label to you once your return request has been received. You can print the shipping label, attach it to your package and drop it off at any UPS location. When we receive your return at All Paws Retreat, we will send you an email about the status of your return and when to expect your refund. Shipping charges are not refundable and there is a $6.95 per order return fee that covers restocking and postage back to the warehouse. Refunds are always issued to the original method of payment. To prevent a delay in refund, returns must be shipped back within 7 days of the date of the email containing the return label.