All special order merchandise is non-returnable unless damaged in shipment. Should damage occur, you must notify us immediately via email or phone.

Many of our items are sent directly from the manufacturer. Each of them has their own return policy and some require a re-stocking fee for returned items. If you are ordering items that are size specific, such as clothing and beds/crates, be sure to measure accurately to avoid disappointment and additional fees involved with returning items for replacement.

You may return defective items within five (5) business days from receipt of shipment, but not thereafter, provided the item(s) is/are unused or unworn and with its original packaging. Health regulations do not allow pet carrier bags and clothing to be returned if they have been used or worn by a pet.

All returns to the Paws Mahal must be pre-authorized by emailing us: cherie@thepawsmahal.com. A Return Authorization Number will be provided to you, along with procedures to follow to complete the return process. Please be advised that all returns must be in their original condition, never used or worn by a pet, and be returned in its original packaging/container. Any product returned that is not deemed defective will be subject to a 30% restocking fee; some manufacturers require a re-stocking fee of 15% for items you ordered incorrectly (such as size). Please, measure….measure…measure.

If we made an error in shipment or the shipment was received damaged, please notify us within 24 hours of receipt. When you receive your shipment, please check your boxes for damage before opening them. If there is evidence of tampering or damage, please refuse the shipment or open the box with the shipper present in case it has to be returned and a claim filed. Please keep the original container and all packing materials for return shipment if you do not refuse delivery.

Refunds will be allowed when a replacement item is out of stock or has been discontinued. All refunds must be pre-authorized by us.