At Snuggle Paws, we’re committed to making sure both you and your furry companions are completely satisfied with every purchase. Below you’ll find all the details about our shipping options and straightforward returns process.

Shipping Information

Order Processing Time

We typically process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Options

We offer two convenient shipping methods to serve your needs:

1. Standard Shipping

  • Carrier: DHL or FedEx
  • Cost: $12.95
  • Delivery Time: 10-15 business days after shipping

2. Free Shipping

  • Carrier: EMS
  • Cost: Free for orders over $50
  • Delivery Time: 15-25 business days after shipping

Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary depending on your location and customs processing.

Easy Returns & Exchanges

We accept returns within 15 days of receiving your order. To be eligible for a return:

  • Items must be unused, in their original condition, and in the original packaging
  • A copy of the original receipt or proof of purchase is required

Non-Returnable Items

For health and safety reasons, we cannot accept returns on:

  • Air-Dried Food and Dehydrated Food (opened packages)
  • Dental & Breath Care products (used items)
  • Deodorizing Sprays & Colognes (opened containers)

How to Return an Item

Follow these simple steps to process your return or exchange:

  1. Contact Us: Email our customer service team at [email protected] within 15 days of receiving your order. Use our return request template below.
  2. Wait for Approval: We’ll respond within 2 business days with return authorization and instructions.
  3. Package Your Item: Securely pack the item in its original packaging with all tags attached.
  4. Ship Your Return: Mail the package to our returns center at:
    Snuggle Paws Returns
    3580 Little Acres Lane
    Rantoul, IL 61866
    USA
  5. Track Your Package: We recommend using a trackable shipping service as you’re responsible for the item until it reaches us.

Refund Process

Once we receive and inspect your return:

  • Refunds will be processed within 5-7 business days
  • Your refund will be issued to your original payment method (Visa, MasterCard, JCB, or PayPal)
  • Shipping costs are non-refundable, except in cases of our error

Exchanges

Need a different size or color? We’re happy to exchange items within 15 days of delivery:

  • Follow the same return process above
  • Clearly indicate in your email that you’d like an exchange and specify the replacement item
  • We’ll ship your new item once we receive the original (standard shipping rates apply)

Return Request Template

Subject: Return Request – Order #[Your Order Number]

Email Body:

Dear Snuggle Paws Customer Service,

I would like to request a return/exchange for my recent order (#[Your Order Number]). Below are the details:

  • Item Name: [Product Name]
  • Reason for Return: [Please specify]
  • Preferred Resolution: Refund/Exchange (if exchange, please specify replacement item)

Please let me know the next steps. I’ve reviewed the return policy and confirm the item meets all requirements.

Thank you,

[Your Full Name]
[Your Email Address]
[Your Contact Number]

International Returns

For customers outside the United States:

  • Return shipping costs are the responsibility of the customer
  • Customs fees are non-refundable
  • Please mark the package as “Returned Goods” to avoid additional customs charges

Damaged or Defective Items

If your item arrived damaged or defective:

  • Contact us immediately at [email protected]
  • Include photos of the damaged item and packaging
  • We’ll arrange for a replacement or refund at no additional cost to you

Have Questions?

Our friendly customer service team is always happy to help at [email protected].

Thank you for shopping with Snuggle Paws – where your pet’s comfort is our top priority!