1. 30-Day Return Policy
Eligible products may be returned within 30 calendar days of confirmed delivery. The product must be in the same general condition in which it was received, include its original components, hardware, instructions and accessories, and include original packaging where reasonably available.
Customers may reasonably open and inspect a dog house after delivery. Products materially damaged, modified, weathered, improperly assembled, misused, improperly stored or repaired without authorization may not qualify for a full refund.
2. How to Request a Return
Contact SouthPaws at support@southpaws.online or (347) 262-8299. Provide your full name, order number, product, reason for return and photographs when the item arrived damaged, defective or incorrect.
Do not send merchandise to the SouthPaws business address unless specifically instructed. The appropriate location can vary by product and fulfillment location.
3. Damaged, Defective or Incorrect Products
Inspect the order promptly and retain the product, packaging, shipping label, hardware and accessories while a claim is reviewed. We may request photographs or other reasonable information. An approved remedy may include replacement parts, replacement, exchange, repair where appropriate, partial refund or full refund.
When the issue resulted from our error or the product was damaged or defective before delivery, SouthPaws will be responsible for reasonable approved return-shipping costs.
4. Change-of-Mind Returns
Eligible products may be returned within the 30-day period if you change your mind. The customer is responsible for return transportation unless SouthPaws agrees otherwise or applicable law requires otherwise. The item must be securely packaged for return transit.
5. Non-Returnable Products
The following are generally not eligible for return unless defective, incorrectly supplied or otherwise required by law:
- Gift cards;
- Products identified as final sale before purchase;
- Custom-made or personalized products;
- Products materially modified, painted, anchored or altered after delivery;
- Products damaged through misuse, accident, exposure, improper storage or unauthorized repair;
- Products missing substantial components or accessories; and
- Products that cannot reasonably be resold for health, hygiene or safety reasons where the restriction was disclosed before purchase.
6. Return Inspection
After an authorized return reaches the designated location, we generally aim to inspect it within 5 business days. We will notify you when the return has been reviewed and whether the refund is approved.
7. Refunds
Approved refunds are issued to the original payment method. Customers entitled to a monetary refund are not required to accept store credit instead. SouthPaws generally initiates an approved refund within 5–10 business days. Financial institutions and payment providers may require additional posting time.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for change-of-mind returns unless required by law. When a return results from an incorrect, damaged or defective product for which SouthPaws is responsible, applicable original shipping charges may also be refunded.
9. Buy Now, Pay Later and Financing Purchases
If a purchase used a BNPL, installment or financing option, an approved refund will be submitted through the original transaction and provider. SouthPaws does not control that provider’s schedule, credit decisions, interest calculations, servicing or posting time. Continue required payments until the provider confirms an adjustment.
10. Exchanges
Contact us if you want another product or model. Depending on availability and circumstances, SouthPaws may arrange a direct exchange or process a return and ask you to place a new order. Any price difference will be communicated before completion.
11. Order Cancellations
Contact support@southpaws.online as soon as possible. An order that has not entered fulfillment or shipment may generally be canceled for a full refund. Once processed for shipment or transferred to a carrier, the order may need to follow the return process.
12. Refused or Undeliverable Packages
Customers are responsible for accurate shipping information. If an order is returned because delivery was refused or the address was incomplete or incorrect, reasonable related shipping costs may be deducted from the refund where permitted by law. This does not apply when the issue resulted from SouthPaws or carrier error.
13. Unauthorized Returns
Contact SouthPaws before returning merchandise. We cannot guarantee reimbursement of shipping expenses or proper processing for products sent to the wrong location, returned without identifying information or returned without following instructions.
14. Payment Disputes
We encourage customers to contact SouthPaws first about an order, delivery, cancellation, return or refund. This does not limit any dispute, chargeback, financing-provider or consumer right available under applicable law.
15. Contact Us
SouthPaws
1003 Angle Rd
Dunedin, FL 34698
United States
Email: support@southpaws.online
Phone: (347) 262-8299