Customer Care
Return Policy
I purchased a toy but no longer want it, can I return it?
Of course! If the purchase was made directly from the ZippyPaws website, we welcome returns on any unused, unwashed and undamaged items up to 30 days from the date of purchase. All returned items must be in their original packaging with tags attached. We reserve the right to refuse a refund if items returned are found to have been used, washed or damaged. The customer is responsible for return shipping costs. ZippyPaws does not refund original shipping and handling costs.
I returned my item and it has been received, when do I get my refund?
Typically, it takes approximately 5-7 business days for a refund to appear in your account. Times can vary depending on your bank and may take a little longer. If you would like to speed up the process, we recommend that you notify us before sending items back by emailing zippy@zippypaws.com with your order number and the items you will be returning.
I received a damaged/defective item from ordering on ZippyPaws, what can I do?
Don’t fret, if the item you received is damaged or defective, please contact us by emailing zippy@zippypaws.com to complete a defective claim request. You may be asked to provide documentation of the damage or defect, so we kindly ask that you refrain from disposing of the item before contacting us.
I purchased a ZippyPaws toy from a third party(i.e. Chewy, Amazon, Marshalls, Target, etc) and it is now damaged/is defective, can I return it to you for a refund or replacement?
Sorry, we do not accept returns or offer refunds/replacements for ZippyPaws toys purchased from third party websites/stores. We recommend the customer return the item to the original place of purchase. ZippyPaws defers to the verdict of the third party in all return cases.
After playing with a ZippyPaws toy, my dog ripped it apart, can I get a refund or replacement?
We totally understand that some pups are more aggressive in their play then others. More often than not, this is considered normal wear and tear for the life of a dog toy and returns/refunds will only be granted on a case-by-case basis; Zippypaws reserves the right to refuse a return/refund due to natural pet play.
We also highly recommend supervising your pup as they play to ensure their toy’s longevity.
The return window for a third party purchase of a ZippyPaws toy has ended, can I return it to you all instead?
No. We do not assume responsibility or offer refunds, returns or exchanges for items purchased from third parties. Unfortunately, we cannot assist you when the return window from another company has ended.
I ordered a while ago, where is my package?
- Please refer to your tracking information on your confirmation email. If you have not received your tracking number yet, please feel free to contact us by emailing zippy@zippypaws.com. Please remember standard processing times are:
Normal Estimated Shipping Holiday Estimated Shipping 3 Business Days 5-10 Business Days - Canadian customers: please keep in mind that your package may be held in customs for an unknown amount of time.
- If you believe your package has been lost, please email zippy@zippypaws.com. We will likely refer you to the shipping company to open a claim with them.
I purchased from ZippyPaws but I am not in the US, can I still get a return/replace an item?
We are currently unable to ship small parcel replacements internationally and can only offer a refund. Please reach out to zippy@zippypaws.com and our friendly customer service team will gladly assist you with any other questions you may have regarding international returns.
My dog received a ZippyPaws toy as a gift, but it did not hold up, can I get a refund or replacement?
Yes, we can do that – as long as the toy was purchased directly from ZippyPaws. Please have your order number ready upon contacting our customer service team.
Unfortunately, without a receipt or gift receipt from ZippyPaws, we are unable to offer refunds or replacements. This includes but is not limited to: gifts purchased from a third-party seller (online, store, etc.) and subscription boxes.
