Return, Exchange & Shipping Policies

RETURN / EXCHANGE POLICY FOR STANDARD PRODUCTS

Standard Products include the following products: Cushy Paw Slippers, Sticky Pawz, Anti-Monkey Butt Powde, Shoo Goo, Carpo-Flex - X: (can only be returned or exchanged under certain terms & conditions)

Carpo-Flex Sports Wrap: (can only be returned or exchanged under certain terms & conditions)

We want you to be completely satisfied with your VitalVet purchase. We will gladly modify your product to best suit your Pet’s physical needs. Modifications can be made to most Standard-Sized Thera-Paw products. Please contact us if you are interested in modifications for your purchased product. All inquiries for exchanges, refunds, or modifications must be made within 14 days of the purchase date. 

Due to Federal Health and Sanitation Laws, we are unable to accept any returned merchandise that has been worn by your pet, or has come in any direct contact with your animal. We apologize for this condition. However, to help you avoid having to keep a product that may not fit correctly, we have included a page with Instructions in your shipment, which explains how to check if your new VitalVet item fits your pet, without causing any cross-contamination. You also have the option to send it back to us. We will gladly modify your product so it properly fits your dog, for the Custom base charge of $18.

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RETURN POLICY FOR THERA-PAW BOOT

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VitalVet Boots were specifically designed for dogs with paw and pad injuries. Many customers order these boots as an alternative to continuous paw bandaging. Some of these injuries can include open wounds, burns, and digital amputations. Due to their medical usage (and risk of transmitting infection), VitalVet Boots cannot be restocked once they have been worn or tried on (even for fitting purposes). Therefore, it is IMPORTANT to read the following terms and conditions prior to applying the boots on your dog or cat.

TERMS & CONDITIONS

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• Full refunds (excluding shipping) can only be issued if the item is returned to us UNOPENED from it’s original protective package.

• If you ordered two products (ie. 2 boots) and you need to assess fit, please apply a protective garment over your pet’s paw or limb and only open ONE package. You may use a very thin baby sock or stocking to so that the boot does not come in direct contact. 

• If you need to adjust the fit, please return your product to us within 14 days of your purchase. 

• In the case that an opened package item is returned, it will undergo a thorough inspection to insure that it is free of any pet hair, dirt, or debris. Thera-Paw reserves the right to reject a refund or exchange if items have been in any direct contact with your pet, without a protective garment. 

• Although our only goal is to create the most reliable health products and we value your complete satisfaction, by Federal Law, Thera-Paw reserves the right to reject returns and refunds, if the criteria above does not meet our standards. 

• Items must be returned within 30 days of purchase order date.

• Shipping charges are not reimbursable. 

• We cannot accept returns from distributors or companies, other than retail price purchases. 

• Standard-Sized items are subject to same terms and conditions above. Items that have been opened and worn, cannot be modified, without additional charges. 

• All items that are returned, but cannot be restocked, exchanged or returned, will be donated to non-profit animal rescue organizations. 

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CUSTOM ORDER RETURN POLICY

Custom Orders Include, but are not limited to the following Products:

Custom Carpal and Tarsal Wraps/Braces, Dorsi-Flex Assists, Custom Short Dorsi-Flex Assist, Custom Cervical Support, Custom Forelimb Dorsi-Flex Assist, Custom Elbow/Carpal Supports, and Sheepskin Slippers.

We want you to be completely satisfied with your Thera-Paw purchase. Custom and modified items are NON-refundable. However, modifications and adjustments can be made to most of our products to optimize fit, and rehabilitation needs. If your custom requires minor modifications, they can be included in the cost of your modification charge, within a reasonable amount of labor and material cost to us. Please contact us to discuss any needed modification orders that you are interested in. All inquiries and requests must be made within 14 days of purchase date. For more information, please email questions@therapaw.com or call (908)439-9139 between 10am - 4pm (EST).

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TERMS AND CONDITIONS FOR CUSTOM ORDER RETURNS

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Custom items must be received by VitalVet within 30 days of purchase date.

Items must be cleaned and sanitized prior to return (to avoid risk of infection or other health risks).

Please add the following Return Number Authorization to the outside of your package: 0112. 

• Shipping charges are not reimbursed.

• We cannot accept any VitalVet items that have been purchased from any outside locations, other than the Thera-Paw Head Quarters and Manufacturing Office listed above.

• If a custom item is returned without allowing the above procedures, this item cannot be modified, reimbursed, returned, or re-sold. It will therefore be donated to a non-profit animal rescue organization. 

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SHIPPING POLICY

Many of us are used to Amazon and their fast shipping methods.  We are not Amazon.  

We ship using the United States Postal Service (USPS), which is subject to its own internal systems.  You can trust that we will quickly process and ship your order but shipping arrival dates are estimated and cannot be guaranteed.  Holidays, weather delays, or other issues may cause USPS to delay the delivery of your order and this is out of our control.   Also, please be advised that we do not ship on weekends or holidays.  

When you place an order, we will estimate delivery dates based upon the availability of your item(s), shipping method selected, and your shipment's destination. Our shipping charges are determined by the total dollar amount of your order, excluding applicable sales tax. 

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Standard Shipping
Please allow 7-10 business days for delivery.

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Priority Shipping
Please allow 3-6 business days for delivery.

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Express Shipping

Please allow 1–3 business days for delivery.

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International Shipping
We'll gladly ship anywhere on the planet. You will be responsible, though, for shipping and handling charges.  Our handling charge for international orders is $15.00. IMPORTANT: Many countries charge taxes, duties, and import fees. You are responsible, and agree to find out if any additional charges apply and pay for all of these charges.

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Please contact us if you have questions about returning or exchanging one of our products.