Refund, Return & Cancellation Policy

At Atlas Paws, we stand behind the quality of our products and the care of our services. Please review our policies below for service bookings, packages, and retail purchases.

1. Services: Daycare, Boarding & Grooming

Cancellation Policy

We understand that plans change! To ensure we can offer open spots to other dogs on our waitlist, we require the following notice for cancellations:

• Standard Bookings: At least 3 days’ notice.
• Peak Seasons & Holidays: (Spring/Summer break, Christmas, New Year, and long weekends) At least 7 days’ notice.
• Late Cancellations: Bookings cancelled outside of these windows may be subject to a fee of up to 50% of the total booking amount, at our discretion. This applies to both unpaid reservations and those with a prepayment.

Packages & Subscriptions

• Packages: Unused daycare packages may be refunded within 30 days of purchase, provided no days have been used.
• Partial Use: If a package has been partially used, the remaining balance is non-refundable. However, we may convert the remaining value to Store Credit at our discretion, which can be used for future services or retail.
• Subscriptions: Subscriptions can be cancelled at any time before the next billing cycle. We do not offer pro-rated refunds for mid-cycle cancellations.

2. Retail & Online Shop

Return Window

We have a 30-day return policy. You have 30 days from the date of purchase (or delivery for online orders) to request a return.

Eligibility

To be eligible for a return, your item must be in the same condition you received it: unworn, unused, with tags, and in its original packaging. You will also need your receipt or proof of purchase.

Non-Returnable Items

For the health and safety of our pups, we cannot accept returns on:

• Perishables: Opened food, treats, or supplements.
• Hygiene Items: Used brushes, shampoos, or personal care goods.
• Custom Orders: Personalized items or special orders.
• Sale Items & Gift Cards.

Damages & Issues

Please inspect your order upon receipt. If an item is defective, damaged, or incorrect, contact us immediately at contact@atlaspaws.com so we can evaluate the issue and make it right.

3. How to Process a Return

1. Request: Email us at contact@atlaspaws.com.
2. Shipping: If your return is accepted, we will send you a return shipping label and instructions. Items sent back to us without first requesting a return will not be accepted.
3. Exchanges: The fastest way to ensure you get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.

4. Refunds

Once we’ve received and inspected your return, we will notify you of the approval status.

• Approval: If approved, you’ll be automatically refunded on your original payment method within 10 business days.
• Processing Time: Please remember it can take some time for your bank or credit card company to process the refund. If more than 15 business days have passed since your approval, please contact us.