All orders are processed within 1 to 2 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.
Domestic Shipping Rates and Estimates
Shipping charges for your order will be calculated and displayed at checkout. Free 2 day USA & CANADA shipping for orders over 50$.
(Outside USA & CANADA) Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Silver Paw is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available.
If you haven’t received your order within 7 days of receiving your shipping confirmation email, please contact us at email@example.com with your name and order number, and we will look into it for you!
Refunds, returns, and exchanges
We accept returns up to 30 days after delivery, if the item is unused and in its original packaging. Refunds are only offered if the product is defective or damaged inside the original packaging. We will refund the full order amount minus the shipping costs for the return.
In the event that your order arrives damaged in any way, please email us as soon as possible at firstname.lastname@example.org with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
How can I exchange my item(s) if it does not fit?
- Please send an email to email@example.com. Be sure to include your order #.
- Exchanges need to be made within 30 days of receiving the item.
- Please donate the item(s) that does not fit to a rescue or shelter of your choice.
- A $10 charge will be applied to send out each individual item.
How do I return an item(s)?
- Please send an email to firstname.lastname@example.org. Be sure to include your order# and reason for return.
- To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
- The customer is responsible to pay for the return of the item(s).
- Once your return has been received and inspected, we will send you an email to notify you that we received your returned item(s), in addition to the approval or rejection of the refund.
When can I expect a refund?
- Once your item(s) have been approved for a refund, your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, please allow for a few business days for it to appear on your statement.
Sale items (if applicable)
- Only regular priced items may be refunded, unfortunately sale items / orders processed with a coupon code cannot be refunded or exchanged.
*If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
If you have any further questions, please don't hesitate to contact us at email@example.com.