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

We expect you to do your part: measure your pet to be sure it will fit in the carrier, tote or item of clothing you are ordering. We are very exacting with our measurements in our listings and expect you to be sure what you order will fit. Fluffy hair & long hair should be considered when choosing a garment size for your pet: perhaps one size up would be a better fit.

If a return is deemed necessary, we must be notified within 3 business days of order receipt. Our shipping & handling charges are non-refundable. Return shipping costs are your responsibility. The returned item will be inspected when we receive it back. We cannot credit or exchange items that are worn, damaged, soiled or not in the original/undamaged packaging. Items deemed in re-sale condition are subject to re-stocking fees which are manufacturer specific and will be subtracted from your return credit. We will not accept damaged/used items, items that are not in their original condition, items not returned in their original/undamaged packaging, or items with missing parts.

Many of our items are sent directly from the manufacturer. Each of them has their own return policy. Some do not allow returns, while some require a re-stocking fee. 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. Shipping & handing costs & return shipping fees are your responsibility. Pooch Pad products are not returnable.

You may return defective items within five (5) business days from receipt of shipment, but not thereafter, provided the item(s) is/are unused, unworn, undamaged and they are returned and received in the original/undamaged packaging. Health regulations do not allow pet carrier bags and clothing to be returned.

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, undamaged condition, never used or worn by a pet, and be returned in its original, undamaged packaging/container(s), able to be placed on a shelf for re-sale. Any product authorized for return that is not deemed defective or not in it's original/undamaged packaging will be subject to a restocking fee of 10-30% (depending on the manufacturer) for items you ordered incorrectly (such as size). Shipping & handling charges are non-refundable. It is your responsibility to ensure the size you order matches the measurements in the product listing. Measure….measure…measure before making your selections because returns are expensive!

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.

We strongly urge you to insure your returns for the full retail value. This protects you from financial loss should the returned item be damaged in transit by your carrier. We will not accept returned items damaged during shipment or un-authorized returns.