Refund policy
Paw Pro Supply is committed to providing our retail partners with clear and professional procedures for returns and exchanges.
Inspection Upon Delivery
All shipments must be inspected upon delivery. Customers are responsible for verifying quantities, condition, and accuracy at the time of receipt.
Reporting Damages or Errors
Visible damages, shortages, or order inaccuracies must be reported within 7 days of delivery, including the order number and supporting photos where applicable. Concealed defects — including products that fail upon first use or are damaged inside sealed packaging — must be reported within 30 days of delivery. Claims submitted after these periods may not be eligible for credit or replacement. All claims should be directed to sales@pawprosupply.com. Once a claim is reviewed, Paw Pro Supply will issue written authorization if a return or replacement is approved, per the process outlined below.
Defective Products
Defective-on-arrival products and verified failures occurring within normal use are credited or replaced upon photo confirmation, subject to brand warranty terms where applicable. Paw Pro Supply will coordinate with the manufacturer where necessary and communicate timelines to the Customer.
Return Authorization & Documentation
All returns require prior written approval from Paw Pro Supply. Unauthorized returns may be refused and ineligible for credit. All approved returns require a completed Return/Exchange Form, authorized by Paw Pro Supply. Customers may either email a copy of the form along with proof of purchase or include the form with the products at the time of pickup (region delivery day).
Eligibility
Returns are assessed on a case-by-case basis. Products must be in original condition, unused, and in original packaging unless the return is due to damage or shipping error. Clearance items, discontinued products, special orders, and seasonal merchandise may be non-returnable unless explicitly approved in writing. Buy-back of unsold inventory is not provided unless agreed to in a separate written program.
Slow-Moving Product Lines
If a product line shows no sales across any SKU within 4 months of placement, Paw Pro Supply will exchange it for an alternative product line, crediting the value of the returned product toward the replacement order. This does not apply if any SKU within the line has recorded sales, in which case the line remains active. This exchange is a proactive measure managed by Paw Pro Supply and is separate from the return process outlined above.
Credits and Refunds
Approved returns are credited according to how the original order was paid:
- Paid by credit card: refunded to the original card.
- Paid by e-transfer or cheque: issued as store credit, which is applied to your next invoice.
Credits include applicable taxes. Store credit is non-transferable and cannot be redeemed for cash.
Shipping Costs
Shipping costs are non-refundable unless the return is the result of an error or damage caused by Paw Pro Supply. Approved return shipping instructions will be communicated at the time of authorization.
Title and Ownership of Goods
Products remain the property of Paw Pro Supply until payment is received in full. Credits for returns on unpaid orders are applied against the outstanding invoice.
Contact
For questions regarding this policy, please contact:
Paw Pro Supply
33 Kenmore Ave, Stoney Creek, ON
sales@pawprosupply.com