Orders 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.
- We can only accept returns 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):
Dynamic 3PL Attn: Ultra Paws Returns
4100 Rock Creek Blvd.
Joliet, IL 60431
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.
30 Day Window
- Returns 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, 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 exchange your item, please follow the return process above. As we do not retain credit card information, a new order must be placed online.
Call us at 202 791 4681 (U.S.) - we're happy to help!