Orders, Exchanges and Returns
Our team processes orders each weekday morning. Our goal is always to ship orders received by 8 a.m. Monday-Friday within 24-48 hours. Orders received over the weekend are processed the next business day. (See Shipping page for shipping options).
9 a.m. to 5:00 p.m. Monday – Friday, Pacific Standard Time.
Holidays: Our employees value time with their families, so we are closed on the following holidays (or closest weekday if the holiday falls on a Saturday or Sunday). Orders received will be processed on the next business day: New Year’s Day, Martin Luther King Jr. Day, Presidents' Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day (and Friday following Thanksgiving), Christmas Eve, Christmas Day, and New Year’s Eve.
- Credit Cards: We accept Visa, MasterCard, or American Express.
Exchanges or Returns
- We can only accept returns or exchanges if you purchased directly from Ultra Paws, not one of our authorized dealers.
- A return authorization number is NOT necessary.
Return the product to (see procedures below):
Cargo Partners - 725 Center Ave., Carol Stream, IL 60188 Attention: Ultra Paws Returns or Exchanges (depending on your request)
Include the purchaser’s name and address with the return (send a copy of the invoice if possible).
Product must be in new, unused condition: Please remove any dirt or hair from the product (including velcro), and inside too (boots for example). If the item is not in new condition (damaged, dirt, hair, or odors) you will not receive credit. Repackage the item in the original product packaging if it is available, but this is not required.
Expedited Exchange Processing
- Enter your new order online to expedite the exchange process, as we do not retain credit card information!
- Your new order will batch with that day’s orders and ship within two business days
- Upon receipt of the exchanged product (see procedures below) we will credit your original form of payment for the returned product, less shipping; you are also responsible for the shipping fees to send the new product.
30 Day Window
- Returns or exchanges MUST BE MADE WITHIN 30 DAYS OF THE INVOICE DATE (purchases during the month of December are allowed a 60-day return to accommodate gifting). Items returned beyond that date may not be accepted, or will be charged a restocking fee, depending on the item.
For returns (without exchanges), you can expect a refund up to the value of the product purchased in the same form of payment originally used for purchase within 7 to 21 business days from when we receive your return. (Due to the volume of returns and exchanges during the winter, it may take longer to process your return). You should see the credit on your next credit card or bank statement. We do not mail credit memos, but if you ordered online with your email address, an automatic notice is emailed to you.
To expedite your exchange, please place your new order online and refer to the Expedited Exchange information above.
Call us at 218-828-0513 or 800-355-5575 (U.S.) - we're happy to help!