We strive to offer the most cost-effective shipping modes available and currently offer domestic and international shipping rates through the United States Postal Service. Please note all packages come with insurance but may require up to 4 weeks to be investigated by the U.S. Postal Service if your package is lost or stolen. The claim process can only be initiated after the package has been missing at least 30 days and will only be paid out after the investigation is complete. Please also note the insurance only covers the value of the products purchased. We are not able to refund the original shipping costs in the event a package is lost.
Below is a list of countries we strongly recommend Express Priority International Mail (this is the only international shipping option tracked to the final destination):
China, Hong Kong, India, Vietnam, Thailand, South Korea, India, Israel, Jordan, U.A.E., Russia, Spain, Chile, Brazil, Argentina, Venezuela, Colombia, Mexico
*Please email us with questions regarding any other specific countries.
If you are not completely satisfied with your purchase, it may be returned or exchanged within 30 days of receiving your order for a full refund of the price you paid for your item(s). Items must be unused, unwashed with the tags attached and in their original condition. It is the pet owner's responsibility to determine the correct fit of our items as the intended use of the product relies on an appropriate fit. Custom made items are not eligible for return or exchange. Our size guide and any online advice from our team regarding fit are merely guides as the owner of pet must determine a correct fit upon trying the item on their pet. Please keep the tags on until you have determined a suitable fit. Please also note we do not accept back items that have been chewed, altered or worn. Your return must also be free of hair and stains. Please do not send items back unless it is in original condition as described, as we will not credit/refund you and we will not send the damaged items back to you.
If you believe you received a defective item, please be sure to inform us as soon as possible. All items must be sent back to us and confirmed defective by a Pawsitivity product team member before an item can be refunded or replaced. An example of a defective item includes a leash clip or buckle that is stuck and not able to be opened or closed. A general dislike for the product design or a specific aspect of the design does not constitute a defective item. Items simply worn and not deemed defective will not be refunded or exchanged and will not be sent back. In the case an item is deemed defective, we will happily refund or replace the item and cover the associated shipping costs.
The company reserves the right to deny returns not meeting the standards of our policy. Please make sure to include a copy of your original receipt. We also recommend using registered mail as we cannot be held liable for any items lost in the mail. Pawsitivity Co does not cover the shipping costs associated with sending an item back for a return and does not refund the original outbound shipping for your order. Refunds will be issued once we receive the item(s) back.
If you would like to exchange the item, please note on your receipt what item/size you would like to swap for. If you would like to swap for a more expensive item, please indicate on the receipt if you would like us to send a PayPal invoice or a credit card invoice for the difference. As our company includes a giveback to local charities and we are a small business, we need to charge a small fee of $3 to ship out your exchange. This $3 charge can also be added to your PayPal or credit card invoice. If you would like to exchange for a lower priced item, we can also apply that credit to cover the $3 shipping charge. Any remaining balance would then be credited to your original form of payment.
Wholesale orders are not eligible for return or exchange. We are also not able to cancel wholesale orders after they have been placed as wholesale orders are made to order. Please inform us within 5 business days of receiving the product if there are any missing items or other issues with your order. Any items(s) received incorrectly must be sent back within 10 business days of receiving your order to receive a credit. Wholesale partners agree to the above terms upon order placement.
Our customer service team can be reached at customerservice@
Returns can be mailed to:
248 Mill Road Building #2, Unit #3
Chelmsford, MA 01824