Frequently Asked Questions

Below are some of the most common customers inquiries we receive. If you need more information, we’re happy to assist you via phone, chat, or email.

Returns & Refunds FAQs

1. Can I return a non-prescription item?

Yes, we accept returns for non-prescription items if they are unused, unopened, and in their original packaging. Returns must be made within 30 days for a replacement or refund.

2. Are there any items that cannot be returned?

Yes, the following items are non-returnable:

• Prescription medications
• Pet Vaccines
• Clothing items (pet costumes, pet apparel)

3. Do I need authorization to return an item?

Yes, please contact our Customer Care Team at 1-800-862-8282 to obtain a Return Merchandise Authorization (RMA) before sending back an item.

4. Where should I send my return?

Ship your return to:
HardyPaw - Returns Department
293 Wright Brothers Avenue
Livermore, CA 94551

5. Is there a restocking fee for returns?

Some returned items may be subject to a 15% restocking fee.

6. Can I return prescription medications?

No, prescription medications cannot be returned due to State and Federal regulations, except for a manufacturer recall.

7. What should I do if I receive an incorrect or damaged prescription item?

Please contact our Customer Care Team within 24 hours of receiving your order for assistance.

8. Can I return the vaccines?

No, vaccines are non-returnable and cannot be refunded or exchanged.

9. How do I report missing or damaged items?

Report missing or damaged items within 48 hours of receiving your order by emailing customercare@hardypaw.comor calling 1-800-862-8282. 

Get more details on our return policy page

Shipping Policies FAQs

1. How are shipping costs calculated?

Shipping costs are calculated at checkout based on:

• Weight and dimensions of the package
• Delivery location

2. How long does ground shipping take?

Ground shipping typically takes 4-8 business days for delivery. Delays may occur due to weather, holidays, or other external factors.

3. Are there additional shipping fees for certain items?

Yes, some products may have extra shipping fees due to their weight or dimensions. Any additional costs will be mentioned on the product page.

4. How is pet food shipping handled?

• Pet food shipping costs are based on weight and destination.
• Delivery takes 7-12 business days via ground shipping.
• Pet food cannot be shipped to PO Boxes.

5. Do you ship refrigerated items via ground shipping?

No, refrigerated items cannot be shipped via ground shipping.

6. Do you ship internationally?

Yes, we offer international shipping. However:

• Shipping costs are based on weight and destination.
• Delivery typically takes 7-10 business days but can take up to 30 days.
• We do not ship pet food or prescriptions internationally.
• Customers are responsible for any import duties or taxes.
• HardyPaw is not responsible for packages held, returned, or destroyed by customs.

7. Will my order require a signature upon delivery?

Yes, orders over $200 will require a signature upon delivery to ensure safe receipt.

Get more details on our Shipping Policy page

Order Issues & Cancellations FAQs

1. What should I do if there is a discrepancy in my order?

Contact HardyPaw within 48 hours of receiving your order. Please do not dispose of any items unless instructed, as this may impact our ability to resolve the issue.

2. Can I ship my order to a PO Box or APO/FPO address?

Yes, but all PO Box, APO, and FPO orders must be shipped via USPS. If your order exceeds USPS weight or size limits, we may need to contact you for an alternative shipping address.

3. How long does it take to process a non-prescription order?

Non-prescription orders are processed within 24-48 business hours. If there are any issues with your order, we will contact you.

4. Can I cancel my order after placing it?

You may request a cancellation by contacting our Customer Care Team as soon as possible. If your order has already been processed for shipping, we may not be able to cancel it.

Promotional Offers & Discounts FAQs

1. Can I use more than one promotional offer on an order?

No, only one promotional offer can be redeemed per order.

2. Are there any items that do not qualify for promotional discounts?

Yes, certain items are excluded from promotions. If your coupon code does not apply at checkout, the item may not be eligible.

3. Can I use a promo code for a wholesale order?

No, promo codes cannot be applied to wholesale orders. If a promo code is used for a wholesale order, our customer service team will contact you.

Get more details on our promo policy page.

Customer Information & Data Security FAQs

1. Is my personal information secure with HardyPaw?

Yes, Shopify takes the security of personal information very seriously. Shopify maintains a comprehensive information security program that includes technical and organizational measures to keep your customer's personal data safe and secure. This includes encryption, firewalls, and regular security audits. Additionally, Shopify ensures compliance with global privacy and data protection laws, providing transparency and control over personal data. For more details, you can refer to the Shopify Privacy Policy and the Shopify Data Processing Addendum.

2. Does HardyPaw store my credit/debit card information?

No, we do not store your credit/debit card details. Payments are processed through secure third-party payment processors to ensure maximum security. Moreover, Shopify securely stores customer payment information, including credit and debit card details, on its PCI-compliant servers. This information is only shared with your store when an order is placed, ensuring the privacy and security of customers' data. However, nobody can access customers' full credit card information after it has been entered. If you have any specific concerns about data security, you can refer to Shopify's security measures.

3. Will HardyPaw share my personal information with third parties?

No, we do not sell, rent, or share your data with third parties, except as required to process your order or comply with legal obligations. However, Shopify may share customer data with third-party service providers to help provide services to merchants, such as payment processing, order fulfillment, and marketing. These service providers are required to protect customer data and use it only for the purposes it was shared. For more details, you can review Shopify's Privacy Policy.

4. How can I update my account information?

Customers can update their account information by following these steps:

• Navigate to your online store and click the login button.
• Enter the email address associated with their account.
• After receiving an email with a login code, enter the six-digit number to access the account page.
• On the account page, click on Account information.
• To edit their name, click the Edit button in the Profile section.
• To update shipping details, click the pencil icon beside the address in the Addresses section.

Please note that the email address used to log in cannot be changed from the account page.

Auto-Ship Subscription Returns & Cancellations FAQs

1. Can auto-ship orders be returned?

Yes, auto-ship orders can be returned, but it depends on the return policy set by the store. Merchants can set up return rules that apply to orders, including auto-ship orders. Customers can request returns for items that are eligible under these rules. Customers need to check the specific return policy of the store from which they purchased to understand the return window and any associated fees.

2. How can I cancel or modify my auto-ship subscription?

To cancel or modify your auto-ship subscription, follow these steps:

• Log in to your customer account on the store's website.
• Click on Subscriptions to view your active subscriptions.
• To cancel a subscription:
• Click on the subscription you wish to cancel.
• Under the Overview section, click Cancel subscription.
• Confirm the cancellation by clicking Cancel subscription again in the dialog.
• A confirmation banner will display once the subscription is canceled.
• To modify a subscription, such as changing the shipping address or payment details:
• Click on the subscription you want to modify.
• Use the available options to edit details like shipping address or payment method.
• Save any changes you make.

3. Are there any fees for canceling a subscription before a specific number of orders?

No, HardyPaw does not charge cancellation fees for auto-ship subscriptions. You are free to cancel or adjust your subscription at any time without penalties.