Home

About Buyer Protection

At Petites Paws, we understand that a smooth shopping experience is essential. That's why we provide complimentary Buyer Protection to ensure you feel confident when making a purchase with us. Our Buyer Protection covers delayed, damaged, and lost items, giving you peace of mind from the moment you place your order.

1. What does Buyer Protection cover?

Our Buyer Protection covers the following scenarios:

  • Delay: If your package isn't delivered within 40 days after order fulfillment, it is considered delayed. In this case, we will offer a compensation of $5 USD.
  • Damage: If your item arrives damaged to the point where it's unusable (e.g., clearly fractured, shattered, bent, crushed, etc.), we will compensate you for the full value of the purchased item(s). Please note that minor cosmetic damages like scratches or dents are not covered.
  • Loss: If your package isn't delivered within 70 days after order fulfillment, it is considered lost, and you will receive compensation for the full value of the purchased item(s).

Note: Total compensation for any covered issue will be up to the value actually paid for the item(s).

2. How does Buyer Protection resolve shipping issues?

If you experience any shipping issues, simply contact us via our customer support at info@petitespaws.com. Here’s how the process works:

  • Report your issue (whether it's a delay, damage, or loss) through our support team.
  • We will assess the issue based on our policy guidelines to determine if it qualifies for compensation.
  • If approved, your refund will be processed automatically. If the issue does not qualify, we will notify you via email with an explanation.
  • You can always track your claim and its status through our order tracking page.

3. What are the issue reporting requirements?

To ensure your issue is resolved, please adhere to the following guidelines when reporting:

  • Lost packages: Report the issue after 70 days from the order fulfillment date if the package has not been delivered.
  • Damaged items: Report any damages within 15 days after the delivery date.
  • Delayed packages: If your package is delayed, you can report the issue after 40 days from the order fulfillment date.

All issues must be reported within 90 days from the order date.