Frequently Asked Questions

HardyPaw Return Policy

Non-Prescription Item Return Policy 

If you are not completely satisfied with your purchase (excluding prescriptions and vaccines) Hardy Paw will gladly accept your return for an exchange or a refund. Kindly return your unused, unopened items in their original box and/or packaging in new condition within 30 days for a replacement or refund. Please note that shipping charges on returned items are non-refundable.  

Returned items may be subject to a restocking fee. 

We do not accept any returns on size substitutions on articles of clothing (costumes, t-shirts, etc). All purchases of clothing are final.  

Prior returning an item, please contact our Customer Care Team at 1-800-862-8282 to obtain a return authorization, then, please ship your return package to the following address: 

HardyPaw - Returns Department 
293 Wright Brothers Avenue  
Livermore, CA 94551 

*We recommend obtaining a tracking number on returned items to ensure they have been received. Please include a copy of your packing slip with your issued RMA (Return Merchandise Authorization) number in the box to help expedite the processing of the refund. 

 

Prescription Item Return Policy 

Hardy Paw does not accept returns or exchanges on prescription medications. State and Federal regulations prohibit us from accepting any prescription medication returns, except when these drugs are subject to a recall. However, if the medication you received is incorrect or damaged, please reach out to our Customer Care Team within 24 hours of receipt so this can be addressed.  

Vaccine Return Policy 

HardyPaw does not accept returns for refunds or exchanges on any vaccines. 

Missing or Damaged Items 

Missing and/or damaged items should be reported to HardyPaw via c@hardypaw.com or call us at 1-800-862-8282 within 48 hours of order receipt so that we can correct your order. 

Shipping Policies/Information 

Ground Shipping 

Shipping charges are calculated at checkout based on weight and dimensions as well as delivery location.  Refrigerated items cannot be shipped ground. Orders shipping to Hawaii, Alaska, or other US Territories are calculated based on weight and delivery destination.  Ground shipping typically takes between 4-8 business days for delivery. Weather, holidays, or other situations outside of our control may cause delays. 

Certain shipments may require extra shipping cost due to weight or dimensions of the package. If additional shipping is required, your order will be held until we are able to reach you for approval of the additional charges. 

Please note there are a few exceptions for ground shipping: Few items have an additional shipping fee (due to weight and/or dimensions of the product). This will be stated on the item page.  

Pet Food Shipping 

Please note shipping cost on pet food is calculated based on weight and shipping destination. Please allow 7 to 12 business days for ground delivery. Pet food can only be shipped ground and must be shipped to a physical address, we cannot ship pet food to PO Boxes. 

International Shipping

International shipping charges are calculated by the weight and dimensions of the package. Shipments typically take 7-10 business days for delivery but can take up to 30 days. We do not ship pet food or prescriptions internationally.

There may be some other restrictions with international orders. Hardy Paw is not responsible for any import duties or taxes. Please know the import laws of your country, Hardy Paw is not responsible for returned, damaged, or destroyed packages by customs. Shipping charges will not be refunded on shipments returned by customs.

Signature Required Orders 

Please note, orders over $200 will require a signature upon delivery to ensure the order is received.  

Discrepancy in Order 

HardyPaw must be contacted regarding any discrepancies or damage to your nonprescription order within 48 hours of receipt. Please do not dispose of any items unless instructed to do so. If this process is not followed, it may interfere with our ability to rectify the issue. 

Shipping to PO Boxes or APO/FPO 

All orders being shipped to PO Boxes, APOs (Army Post Office), or FPOs (Fleet Post Office) must be shipped via USPS. We ship most orders under 1lb via USPS standard mail. There are size and weight limits when shipping through USPS. If your order is not able to be shipped to a PO Box, you will be contacted for a physical address. Please make sure to provide the best contact information so we can reach you in a timely manner for a resolution. 

Non-Prescription Orders 

Processing Times 

Orders not containing prescription items are processed in 24-48 business hours. If there are any issues with your order, we will contact you immediately. Please make sure to provide the best contact information so we can reach you in a timely manner for a resolution. 

Canceling an Order  

If you need to cancel an order, please reach out to our Customer Care Team as quickly as possible for the best chance of being able to process the cancellation.  

Cancellation requests for an order can be made if the order has not been processed for shipping by our shipping department. If a request is made after the order has been processed, we may not be able to cancel the order, but will do our best to do so. 

 

Contact Us  Our Customer Care Team is always happy to help with any questions you may have! Please do not hesitate to reach out to us, we’re here for you!  Email Us  customercare@hardypaw.com Call Us  1-800-862-8282    Business Hours  Monday - Friday: 9:00 AM - 5:00 PM PST