Refund policy
Mcelpaw / ALEXANDER MCELHINNY TH INC
548 Evans City Rd, Renfrew, PA 16053, United States
service@mcelpaw.com
This policy applies to orders shipped within the United States. The terms on this page at the time of purchase apply to that order and match our Google Merchant Center return settings.
1. Return window
You may request a return within 30 days of the carrier delivery date.
Email service@mcelpaw.com before the end of day 30 with your order number, item name, and reason for return.
2. What can be returned
Items may be returned if they are unused, undamaged, complete, and in original identifiable packaging:
- Plush toys, cat wands, and hanging toys
- Grooming and cleaning tools that were only inspected and have not touched a pet
We generally cannot accept returns in these cases, except where required by law:
- The 30-day window has ended
- Original packaging, tags, or parts are missing
- The item has bite marks, saliva, fur, scratches, odor, or other signs of use
- Grooming or litter tools that have been used on a pet or with litter
- Opened catnip-filled toys, for hygiene reasons
- Free gifts, clearance items, or items marked non-returnable at checkout
3. Defects, damage, and wrong items
If an item has a manufacturing defect, arrives damaged, or is the wrong item or size:
- Email photos to service@mcelpaw.com within 7 days of delivery
- After we confirm the issue, we will replace the item or refund it
- Return shipping for these cases is paid by us
4. How to return an item
1. Email us first and wait for a return authorization (RMA).
2. Do not ship a return without authorization.
3. Send the item to:
ALEXANDER MCELHINNY TH INC
548 Evans City Rd
Renfrew, PA 16053
United States
4. Use a trackable service and keep the tracking number.
5. You are responsible for the package until it is delivered to the return address.
5. Return shipping cost
Buyer-remorse returns: the customer pays return shipping.
Defects, shipping damage, or wrong items: we pay return shipping.
The original $5.99 outbound shipping fee on orders under $35.00 is not refunded on non-defect returns.
If the original order qualified for free shipping at $35.00 and the remaining items fall below $35.00 after the return, $5.99 may be deducted from the refund.
6. Refunds
After the item arrives at the return address and passes inspection, refunds are issued to the original payment method in about 5–10 business days.
Your bank or payment provider may take additional business days to post the credit.
We do not refund before the item is received, except where required by law.
We do not charge a restocking fee. If an item cannot be refunded in full because of use or missing parts, we will state the refund amount before completing the return.
7. Exchanges
An exchange of equal value may be offered when stock is available.
The returned item must meet section 2.
The replacement ships under the current shipping policy: $5.99 if the new shipment is under $35.00; free standard shipping at $35.00 or more. Non-defect exchanges may require this shipping charge.
8. Refused and undeliverable packages
A refused or undeliverable package that comes back to us is treated as a return request.
If the item is accepted, we refund under this policy and may deduct the original $5.99 outbound shipping fee when it was charged, plus any carrier return fee allowed by law.
9. Cancellations
Email us to cancel an order before the shipping label is created.
After the order ships, use the return process.
10. Policy updates
We may update this policy. The version posted at the time of purchase applies to that order.
Return requests: service@mcelpaw.com