Refund and Shipping Policy

PURCHASING POLICY

  • Items on sale or discounted in price cannot be returned.
  • If the discounted item is defective, you can contact us at info@solovedpaws.com to initiate the process and determine if it is eligible for exchange. 
  • Items on sale do not apply to additional discounts. Discounts cannot be combined or applied to offers.

WAREHOUSE PICK-UP

  • We are now offering the option of "PICK-UP" at our Santurce warehouse (1208 Calle Cadiz) available from Monday to Thursday from 10am to 4pm.
  • Any order that is selected to be picked up at our Santurce warehouse can be picked up after receiving an email indicating that it is ready. You can pick it up the same day if you do it within the specified time.
  • If you have any questions about a past order or would like to contact our customer service, you can email info@solovedpaws.com or by What's App at +1-787-671-2702.
  • Any order that is not picked up within 30 days will not be valid for refunds.
  • Any order that meets 90 days without pick-up will become discontinued.

SHIPPING

  • Orders will be processed within 24 to 72 business hours. You will be responsible for shipping costs in the event of any return.
  • Does not apply if the product arrived with any defects. (See more information in the Returns and Refunds section)
  • For shipments outside the United States, please contact via email at info@solovedpaws.com to process the order.
  • We are not responsible for package not received must be claimed 

 

RETURNS AND REFUNDS

  • You have 30 days from your purchase to return any item you have received. To be eligible for a return, the item must be unused, in the same condition that you received it, and with all original tags.
  • Gift cards are not eligible for returns. Sale or discounted items cannot be returned. 
  • So Loved Paws does not cover the cost of shipping your return. If the merchandise meets the requirements:
  • Include the original purchase invoice in the package.
  • Send the package to the following address:
Returns Department
So Loved Paws Warehouse
1208 Calle Cadiz, San Juan, Puerto Rico 00920
  • Once we receive the returned item and confirm that it meets the conditions stipulated, a credit to the store will be processed for the purchase price (excluding shipping costs).
  • We do not give money back.

RETURNS FOR DEFECTIVE ITEMS

If an item arrived defective from the factory or by mistake, we will replace it with the same item. If this is your case, please contact us via email at info@solovedpaws.com with your name and order number for instructions.