Refund policy
We want every Mcelpaw order to feel straightforward to keep or return. Please read this page before you send an item back. The version on this page when you place an order applies to that order.
We do not offer exchanges for a change of mind. If you would like a different item, please return the original unused item for a refund and place a new order.
| Item | Standard term |
|---|---|
| Return window | 30 days from the carrier delivery date |
| How to start | Email service@mcelpaw.com before the window ends |
| Condition | Unused, undamaged, complete, and in the original packaging |
| Buyer-remorse return shipping | Paid by the customer |
| Defect, damage, or wrong item | We cover return shipping |
| Change-of-mind exchange | Not offered |
| Refund method | Original payment method |
| When we issue the refund | 5 business days after the returned item arrives and passes inspection |
| Restocking fee | None |
Mcelpaw is operated by ALEXANDER MCELHINNY TH INC
548 Evans City Rd, Renfrew, PA 16053, United States
Email: service@mcelpaw.com
Phone: +1 (724) 538-6044
Business hours
Monday–Friday, 10:00 a.m.–6:00 p.m. Eastern Time (ET).
Closed Saturday, Sunday, and U.S. federal holidays.
1. Return window
You may request a return within 30 days of the carrier delivery date.
Please email service@mcelpaw.com before the end of day 30 with:
- Order number
- Item name
- Reason for return
- Photos, if the item is damaged, defective, or incorrect
The 30-day window is the period for starting a return. The 7-day photo note in section 3 is only for reporting a defect, shipping damage, or a wrong item so we can review it promptly. It does not shorten the 30-day return window.
2. What can be returned
We accept returns when the item is unused, undamaged, complete, and still in its original identifiable packaging.
Items that may be returned when those conditions are met:
- Plush toys and other play toys
- Cat wands and hanging toys
- Grooming and home-cleaning tools that were only inspected and have not been used on a pet or household surface
We usually cannot accept a return in the following cases, except where required by law:
- The 30-day window has ended
- Original packaging, tags, accessories, or parts are missing
- The item shows bite marks, saliva, fur, scratches, odor, stains, or other signs of use
- Grooming tools, litter tools, or cleaning tools that have touched a pet, litter, or a used surface
- Free gifts
- Clearance items or items marked non-returnable at checkout
These limits are in place for hygiene and so the next customer receives a clean product.
3. Defects, damage, and wrong items
If an item has a manufacturing defect, arrives damaged, or is the wrong item, please email photos to service@mcelpaw.com within 7 days of delivery. Early photos help us confirm the issue and arrange a replacement or refund more quickly.
You may still request a regular unused-item return within the 30-day window in section 1, even if those 7 days have passed.
After we confirm a defect, shipping damage, or wrong item:
- We will refund the item, or send a replacement at no extra shipping charge
- We pay the return shipping if the original item needs to come back
- Please keep the original packaging until we have reviewed the photos
A replacement in this section is only for a defect, shipping damage, or a wrong item. It is not a change-of-mind exchange.
4. How to return an item
- Email us first. We will send a return authorization (RMA) so the package can be matched to your order.
- Please wait for that authorization before sending the item back. This keeps the return from arriving without a record.
- Send the item to:
ALEXANDER MCELHINNY TH INC
548 Evans City Rd
Renfrew, PA 16053
United States
- Use a trackable service and keep the tracking number.
- The package remains your responsibility 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.
On a buyer-remorse return, the product price is refunded after inspection. The original $5.99 outbound shipping fee is not refunded.
If the original order shipped free, the product price is still refunded. We do not deduct a new shipping charge from that refund.
6. Refunds
After the returned item arrives at the return address and passes inspection, we issue the refund to the original payment method in 5 business days.
Your bank or payment provider may take additional time to post the credit. That posting time is outside our control.
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 tell you the refund amount before we complete the return.
7. Exchanges
We do not offer exchanges for a change of color, size, style, or item.
To choose a different product, return the original unused item for a refund and place a new order.
8. Refused and undeliverable packages
A refused or undeliverable package that comes back to us is reviewed as a return request.
If the item can be accepted, we refund the merchandise. If the return was caused by an incomplete or incorrect address, and the original $5.99 outbound fee was charged, that outbound fee may not be refunded. We will confirm the refund amount before it is issued.
9. Cancellations
Email us to cancel an order before the shipping label is created.
After the order ships, please use the return process on this page.
10. Policy updates
We may revise this policy from time to time. The version on this page when you place an order applies to that order.
For a return or refund question, write to service@mcelpaw.com or call +1 (724) 538-6044.