Shipping & Returns

Shipping & Returns

Effective date: October 2, 2026

Thank you for ordering from The Paw Parent (thepawparent.com). The Paw Parent is a trade name of MWNL LLC. This policy applies to orders placed directly on thepawparent.com.

Order Processing and Cancellation

Orders are processed within 24 to 72 hours of being placed.

You can cancel an order at no cost any time before it ships. Email support@thepawparent.com with your order number and we will cancel it and refund you in full. Once an order has shipped, it can no longer be cancelled. You may still return it under our Returns Policy below.

For subscription orders, please also see our Subscription Terms.

Shipping and Delivery

After your order ships, please allow approximately 5 to 9 business days for delivery, excluding weekends and public holidays. Delivery times are estimates and are not guaranteed.

  • Tracking: you will receive an email with your tracking number as soon as your order ships.
  • Shipping costs: any shipping charges are shown at checkout before you pay.
  • Customs and duties: all customs fees, import duties, and taxes for international orders are paid by us. You will not be charged anything extra on delivery.
  • Address errors: please check your shipping address before placing your order. If an order is returned to us because of an incorrect or incomplete address provided at checkout, or because delivery was refused, we can reship it once the customer covers the cost of reshipping.

We use third-party carriers and are not responsible for delays caused by carriers or by circumstances beyond our reasonable control.

Lost, Stolen, or Not Received

If your order has not arrived within 15 business days of shipping, or tracking shows it as delivered but you have not received it, contact support@thepawparent.com within 30 days of the shipping date. Please include your order number.

Before contacting us about a package marked as delivered, please check around your property, with neighbours and household members, and wait 48 hours, as carriers sometimes mark packages delivered early.

We will open an investigation with the carrier. If the package is confirmed lost, we will reship your order at no cost to you.

Damaged or Incorrect Items

If your order arrives damaged, or you received the wrong item, email support@thepawparent.com within 7 days of delivery with your order number and photos of the product and its packaging. Once confirmed, we will ship a replacement at no cost to you. You do not need to send the damaged or incorrect item back unless we ask you to.

Gift Orders

Orders marked as a gift are prioritized and processed within 24 hours, then shipped to the recipient's address. Delivery times are the same as for regular orders. Returns and claims on gift orders are handled with the original purchaser.

Returns Policy

You can return unopened products within 14 calendar days of delivery. After 14 days, standard returns are no longer accepted (see our 90-Day Money-Back Guarantee below).

To be eligible, the product must be:

  • unused, sealed, and unopened
  • in its original packaging and in the condition you received it
  • covered by an RMA number requested within the 14-day window (see RMA Procedure below)

Return shipping: the customer pays the cost of shipping a return back to us.

No exchanges: to guarantee freshness and product safety, we do not offer exchanges. If you would like a different product, return the unopened item for a refund and place a new order.

We may reject returns that do not meet these conditions.

90-Day Money-Back Guarantee

We stand behind every product we make. If you have used any The Paw Parent product as directed for a full 90 days and are not satisfied with the results, we will refund your purchase.

How to claim: email support@thepawparent.com with your order numbers and proof of 90 days of use: photos of the empty tubs from your qualifying orders. Opened or empty product does not need to be returned.

Requirements:

  • The product must have been used as directed for at least 90 consecutive days.
  • Claims must be submitted between day 90 and day 120 after delivery of your first qualifying order.
  • Applies to first-time purchasers of the product.
  • Covers up to three qualifying orders of the same product placed by the same customer.
  • Limited to one claim per customer or household.
  • Applies only to purchases made directly on thepawparent.com, not through Amazon, TikTok Shop, or other retailers.
  • Does not apply to preventive use in dogs that showed no symptoms at the time of purchase. Preventive support works inside the body, so there is no visible progress to measure within 90 days.
  • Refunds are issued to the original form of payment.

We may request the return of any unused and sealed units under our RMA procedure. We reserve the right to deny claims in cases of suspected abuse, fraud, resale, or misuse of this Guarantee. This Guarantee may be modified or withdrawn for future purchases at any time.

Return Material Authorization (RMA)

Every return needs an RMA number before it is sent.

  1. Email support@thepawparent.com within 14 days of delivery with your order number and the items you want to return.
  2. We will send you an RMA number and return instructions.
  3. Ship the items back within 14 days of receiving your RMA number, with the RMA number clearly marked on the package.

Returns sent without an RMA number will be sent back at your expense and will not be refunded.

If we have not received your return or heard from you within 30 days of issuing the RMA number, and the delay is on your side, we may cancel the RMA. The items are then no longer eligible for a refund. The same applies to Guarantee claims that are waiting on information from you. We will always let you know by email before a case is cancelled. You can cancel an RMA at any time before shipping your return by emailing us.

Refunds

Approved refunds are issued within 3 to 5 business days after we receive and inspect your return, or after we approve your Guarantee claim. Refunds go to your original form of payment. Depending on your bank, it may take a few additional business days for the refund to appear on your statement. Original shipping fees are non-refundable.

Purchases from other retailers: products bought through Amazon, TikTok Shop, or any other third-party retailer must be returned through that platform under its own return policy.

Your legal rights: nothing in this policy limits any rights you have under the consumer protection laws of your country.

Contact Information