RETURNS & EXCHANGES
How do I place a return or exchange?
We are sorry the product you ordered did not work out for your fur child. We are happy to help. Please contact emTeam@empawr.com for your request. Normally, you will expect our response within 1-3 business days.
Do I have to pay to return or exchange an item?
We offer a 30-day return and exchange policy for U.S. and Canadian orders, which means you have 30 days after receiving your item(s) to request a return or an exchange. To be eligible, your item(s) must be in the same condition that you received it, with tags, packaging, and the original order form included. We want to make sure that you love our product, and that it fits perfectly for your fur child. That is why we offer free exchanges! Returns are free too, however, we do ask that you pay for the return handling and shipping fee at a flat rate of $6.99 USD for all U.S. orders and a flat rate of $9.99 CAD for all Canadian orders, including at times when you have purchased the item(s) during promotional shipping announced on our announcement bar. Thank you for your understanding.
How long does it take to process a return or exchange?
We will provide a refund in the case of a return or send out your new product in the case of an exchange, upon receipt and inspection of the original product. It might take up to a week after the receival of the returned products. For urgent requests, please email us at emTeam@empawr.com and we will try our best to assist.
HOW-TO
To start an exchange or a return, please contact us at emTeam@empawr.com. If it is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Item(s) sent back to us without first requesting an exchange or a return will not be accepted. You can always contact us with any questions at emTeam@empawr.com.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item(s) is (are) defective, damaged or if you have received the wrong item(s), so that we can evaluate the issue and make it right, right away.
EXCEPTIONS / NON-RETURNABLE ITEM(S)
Certain types of item(s) cannot be returned, like custom products (such as special orders or personalized item(s)). Please get in touch if you have questions or concerns about your specific item(s). Unfortunately, we cannot accept returns on sale item(s) or gift cards.
EXCHANGES
For exchanges, we will send you a shipping label for returning your original item and ship a new one to your fur child immediately after the request to ensure you are happy with our product and product fit.
REFUNDS
We will notify you once we’ve received and inspected your return, and let you know if the refund is approved or not. If approved, you’ll be automatically refunded on your original payment method. Please note that the return handling and shipping fee at a flat rate of $6.99 USD for all U.S. orders and a flat rate of $9.99 CAD for all Canadian orders will be deducted from the refund amount and that it can take some time for our and your financial institution or credit card company to process and post the refund too. Thank you for your patience.