Return Policy – Willow's Pet Palace

FREE SHIPPING ON ORDERS FOR $75+ FOR USA, $15O+ FOR INTERNATIONAL

OUR RETURN POLICY AND PROCESS

Quickly and easily return your item(s) through our Returns Portal! Only US customers will be able to receive a return shipping label

We strive to make each of our customers happy with their purchase. But we know sometimes things happen and that’s perfectly ok. You have 30 days from the date of delivery to return your item.

The majority of returns are refunded via store credit in the form of a Willows Pet Palace E-Gift Card. With limited exception, we do not issues refunds back to original payment method. Returns are processed within 1-3 business days after your item(s) are delivered to us. The original shipping cost is non-refundable.

Sizing Issues

Be sure to use the sizing chart on the product’s page before purchasing or contact us through Instagram or email if you need help measuring your dog. Exchanges can be easily alleviated this way.

Defected or Wrong Product

Please look over your order as soon as you get it in your hands. If you think that you’ve received a defective item, contact our customer service team [email protected] within 3 business days of receipt of your order and we will resolve the issue for you.

If you were sent incorrect items or are missing items from your order, please contact our customer service team [email protected] as soon as possible so we can get that mishap sorted out for you!

Change of Mind

We understand you may want to change your item or receive a refund for your order after your purchase. At Willow’s Pet Palace, we will gladly help you process any changes or refunds to your order within 2 hours of your order placement. Kindly email us at [email protected] or messages us on Instagram if you would like to make a change to your order. If your order has not shipped, we can make any change or issue a refund to original payment source. Once order is shipped we cannot make any changes. You will have to start a return process once you receive the order.

Final Sale / Clearance Items

Items that are labeled CLEARANCE / FINAL SALE or that have a final price that ends in $.98, $.97 or $.00 are not eligible for a return.

Items that are labeled CUSTOM, like custom products (such as special orders or personalized items)

How to Process a Return or Exchange

To start your return Click the link below “ START RETURN”
Enter in your order number and shipping zip code on the order, then click “Look up order”
Choose the products you wish to return. All items that are ineligible for a return will not allow you to choose them. If you purchase more then 1 quantity of an item, adjust the quantity according to the number of units you wish to return. If you are not returning a specific item in your order, please mark the quantity to that product down to “0”.
Choose you reason for return. Then click Submit Request.
On the next screen you will be able to print out you return label and follow the directions to return the package.
Product must be in new condition with tags and packaging intact. The item(s) must be clean and free of dog hair and are subject to inspection. All returns are subject to a restocking fee of up to $5 per item if these conditions are not met.
Please allow our team 1-3 business days to inspect and process your E-Gift Card
We recommend that you hang on to the tracking number in the event you need to track your package.

About Willows Pet Palace

Big dogs… small dogs… doesn’t matter! We’ve got the perfect fit for your furry companion.

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