"Return" is such a negative word, don't you think? We prefer "learning opportunity"!
First, if you are visiting this page then you've probably purchased something from us, so Thank You! We are in business to create tail wagging customers. We would like to guarantee that every dog will love our treats, but the saying "There is no accounting for taste" is very true. Every dog, like every human, is an individual with their own unique set of taste buds. Rascal (our Sheltie) will eat everything except olives, but Redmond (our Collie) is a bit particular and prefers soft, chewy treats instead of crunchy ones.
All orders are shipped FOB Sender (which means product damage and claim filing is the responsibility of the recipient). However, we do understand that transit damage is an unfortunate side effect of direct order shipping and therefore, we do guarantee our product against product breakage during transit. If you received broken treats, please send us a picture of the broken treat(s) within seven days and we will issue a Credit Memo in the amount of the damage. Credit Memos are applied to the next order submitted, reducing that order total.
The decorative coating on our decorated treats has a melting point of 100 degrees. However, our natural coating starts to get soft and runny when temperatures consistently remain at or above 85 degrees. We do not guarantee against product melt during transit unless Cold Packs are added to your order at the time of checkout.
While we cannot guarantee that every dog will love our treats, if you (or more importantly your canine friend) are not happy with our product for any reason, please contact us and we will do our best to make it right. We are always looking for ways to improve our products and opportunities to create new ones. You can contact us at 866-231-PAWS or email us at sales@pawsgourmetbakery.com. In order to be eligible for any credit or exchange, any order discrepancy or delivery issue must be reported to us within 7 days of product receipt.