We provide unlimited free email support with every purchase of a new ScratchPad - we have many tricks up our sleeves to help your dogs learn to use their new ScratchPad! 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 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.
Please contact us within 3 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.
When your return is authorized, the package must be postmarked within 7 days to be eligible for a full refund. Authorized returns shipped later than 7 days after authorization may be 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.
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.