Refund policy
At Krafty Pawz, we take pride in crafting our products to order to ensure customer satisfaction. If you have any inquiries regarding our policies, please do not hesitate to reach out to us at info@kraftypawz.com. We are always happy to assist.
Damages and Defects
If you receive a defective or damaged order, including damage to the products or errors in the quantity received, please contact our Quality Assurance Team at quality@kraftypawz.com within 14 days of receiving your order. Please include the following details in your email:
Subject Line: "Order Issues: [Order Number]"
In the body of the email, please include the following details:
- Order number
- Quantity of products affected
- Name of affected product(s)
- Description of the issue(s) (e.g. damage, defects, incorrect quantity)
- Attach photographs that clearly depict the issue(s)
- Any additional notes or information that may be relevant to the issue.
Please note that providing detailed information and photographic evidence of the issue(s) will aid in the prompt and efficient resolution of your concern.
All products that are to be inspected for possible damage and defects must be kept in their original, delivered state.
Krafty Pawz is committed to addressing customer issues in a timely and satisfactory manner. We reserve the right to review order issue requests and make a determination on a case-by-case basis. In the event that a request is approved, and a new order is placed, Krafty Pawz will cover the costs of the new order.
Returns and Exchanges
Regularly Priced Items
Return requests for reasons other than defective or damaged materials may be submitted within 14 days of purchase if an item purchased at the regular price does not meet your expectations. Please note that items sent back to us without first requesting a return will not be accepted.
Please keep in mind that as Krafty Pawz is a small operation, we are unable to refund any shipping costs. Items to be returned must be shipped back to us at the customer's own expense.
To be eligible for a return, your item must be unworn or unused, with tags, and in its original packaging, and it must be in the same condition that you received it. You will also require a receipt or proof of purchase. If items are not in their original condition, Krafty Pawz reserves the right to refuse a refund or exchange.
We will process the return within 2 business days of receiving the items once they are shipped back to Krafty Pawz in Canada and evaluated to be in original condition. You will receive notifications along the way to keep you updated.
The amount refunded will be the original total paid less the shipping cost paid at the time of order and a restocking fee of 30% of the product cost.
Krafty Pawz currently does not support exchanges.
Please note that all return requests must follow the above-mentioned guidelines and if the product returned is not in the original condition as it was delivered, we reserve the right to refuse the return.
Discounted / Promotional Items and Gift Cards
Items sold at a discounted price, with a coupon code, as part of a promotional offer, or as gift cards are considered final sale and are not eligible for refunds or exchanges.
Return/Exchange Instructions
To initiate the return process, please email our team at returns@kraftypawz.com within 14 days of receiving your order. Please note that returning your order to the address printed on the package without contacting our team first will not be accepted. We will provide you with detailed instructions on how and where to send your package. In your email, please include the following information:
Subject Line: "Returns/Exchanges: [Order Number]"
In the body of the email, please include the following details:
- Order number
- Quantity of products being returned or exchanged
- Name of product(s) being returned or exchanged
- Attach photographs of the product(s) for reference
- Reason for the return or exchange (this will help us serve you better in the future)
Providing detailed information and photographic evidence of the product(s) will aid in the prompt and efficient resolution of your concern.
Delivery issues
Rejected by the Recipient / Unclaimed Packages
If you refuse the shipment during delivery, it will be returned to the manufacturer. If you wish to submit a new order with an updated address, you will be responsible for the costs associated with the new order.
If you are unable to receive the order at the specified address, the shipments may be available for pickup at your local post office or carrier pick-up point. Unclaimed shipments may be returned to us. Please place a new order and contact us at info@kraftypawz.com with the subject 'Package not received - [Order Number]' to report the issue and arrange for the product price to be refunded for the new order. Please note that you will be responsible for the additional cost of shipping the new order.
Please note that all return requests must follow the above-mentioned guidelines and if the product returned is not in the original condition as it was delivered, we reserve the right to refuse the return.