RETURN & EXCHANGE POLICY

At KEEPAWS, we want you to have peace of mind when you choose to shop with us. We understand that ordering online can be intimidating and we want to make sure you know that we are here to help you from start to finish. We hope you will like your items as much as we do, but understand that in some cases, you may need to contact us to arrange a return. We are here to make it as easy as possible for you.

KEEPPAWS REFUND / EXCHANGE GUARANTEE:

If you need to exchange an item, send us an email at info@keepaws.com for more details on how to proceed.

Please note that we cannot replacements or refunds 3 days after the reception of the product. You need to contact us in a delay of 3 days after the reception of your package if there is a problem with your order. Be sure to contact us as soon as possible.

Keepaws can refund a product if the product is returned and not used.

Exchanges are possible in order to obtain a credit on our shop for the right size or for another product. You have 30 days after the shipment to exchange your product. Your product should not be used. 

Each case is unique, so if you have any problems with your order and would like to receive more information on any of these points, please do not hesitate to contact us at info@keepaws.com

DAMAGED / DEFECTIVE ITEMS:

In the unlikely event that your item arrived in an unsatisfactory condition or is damaged upon your arrival, we will fix the problem immediately. In order to solve this problem, you will need to provide us with photos of the problem via our technical support.

We will offer a replacement product if your product is damaged. You have 3 days after the reception to contact us if your order is damaged. We will send a new product for free after we can confirm the damage with a photo. 


Please also note that there may sometimes be a slight disparity in color / shade between the colors of our products on different platforms, for example. Mobile / tablet due to the difference in color and contrast and we aim to present all our products as clearly as possible on our website. We do not refund for color difference.


RETURN / REFUND OF SHIPPING COSTS:

All refunds are processed for the total amount paid for the item ordered, but please note that shipping charges are non-refundable (14.99 USD fixed for all product).  Please also note that you are responsible for the shipping costs for the return of your item. We do not provide return labels. For more information, please contact info@keepaws.com

ADDRESS ERROR:

Please make sure to doublecheck your address when you are entering your details on our contact information page. If you have entered the wrong address, moved or need to change a product size/style after your order has been in process, we will unlikely be able to accommodate you nor offer you a refund. Please contact us ASAP if you notice a mistake or error so we can contact the warehouse. We will not process any refund if there is an error in your address.

Please Note: In the circumstances that we are able to resend an order to you you will be required to cover the re-shipping/restocking fee as necessary.

Keepaws will not deal with to refund or resend if the tracking information shows the order is delivered or any reason listed:

a) Incorrect/insufficient Address.

b) No Such Number.

c) Recipient unknown.

d) Refused.

e) Do not pick up in time.

f) No safe delivery location.

g) Uncleared customs.


ORDERS MARKED AS DELIVERED BY A DOMESTIC POSTAL SERVICE:

If a shipment is marked as having been successfully delivered by your country's national postal service (e. g. USPS / Canada Post / AusPost, etc.) to the correct address provided when ordering but has not arrived successfully, this is not refundable by Keepaws. 

Please Note: In the circumstances that we are able to resend an order to you you will be required to cover the re-shipping/restocking fee as necessary.

CUSTOM ID TAG

The custom ID tag has a fixed value of 10 USD, even when offered as a free gift. The ID tag can't be returned or exchanged as it is made for you. A collar purchased with an ID tag can be returned or exchanged, with a non refundable fee of 10 USD for the ID tag.