**Click here for our shipping policy page and current production times.** Free Priority Shipping within the US!

Returns and Exchanges


Returns

At ScratchPad for Dogs, we stand behind our products and our work 110%. We offer a warranty on our work and will not send your order out in any state other than as perfect as possible. Further, we guarantee that if your new ScratchPad is damaged in shipping, we will make it right every time.

We also provide unlimited free email support with every purchase of a new ScratchPad - our trainers have many tricks up their sleeves to help your dogs learn to use their new ScratchPad in a safe, effective, and fun manner. 

However, every once in a while there is a dog who just will not use his ScratchPad™, regardless of everything you tried - we definitely understand that our dogs have a mind of their own. Therefore, we do allow you to return your ScratchPad™, assuming it is still in new and unused condition. We do not resell returned products (they are donated to rescues and other non-profit companies), nor do we sell products that have previously been used by another customer! We believe you should expect more from us than to resell a previously used product as if it were new. 

We do not accept returns on refill packs unless purchased with a ScratchPad. 

To initiate the return process for your unused ScratchPad:

Please contact us within 14 days of delivery and confirm the ScratchPad is still in new and unused condition. We will send you a prepaid return shipping label.

Return shipping costs are the responsibility of the customer and will be deducted from the overall refund. We do not allow forced returns or returns without prior authorization. Refunds will be processed within 3 business days of receiving the returned item at our office.

Once your return is authorized, the package must be postmarked within 7 days to be eligible for a full refund. Authorized returns shipped more than 7 days after authorization may be further subject to a $10 restocking fee.
Please be sure the ScratchPad is protected for shipment, as it was when it was sent to you. Damage sustained during return shipping, and found to have insufficient packaging, may be subject to a reduction of the amount refunded.
Exchanges
We do not offer exchanges at this time. 
Lost or Stolen Packages
ScratchPad for Dogs is not responsible for lost or stolen packages confirmed to be delivered to the address entered for an order. Upon inquiry, ScratchPad for Dogs will confirm delivery to the address provided, date of delivery, tracking information, and shipping carrier information for the customer to investigate. Please make sure to enter the correct delivery address as we can not be responsible for packages delivered to the wrong address. 
We do offer the option of purchasing Route package protection for $0.98. Route protects against lost, stolen, or damaged shipments. Please visit routeapp.io to learn more.