Shipping & returns
At Empawer, we understand that time and convenience are essential for pet parents. Hence, we strive to provide prompt shipping and an easy returns process. Our shipping policy ensures your order arrives quickly, and if you're not completely satisfied, our hassle-free returns policy has you covered. We're here to support you and your pet every step of the way, so you can focus on what truly matters – enjoying precious moments with your furry family member.
Shipping Policy
Processing Time
All orders are processed within 1-2 business days. If you place an order on a weekend or holiday, it will be processed on the next business day.
Shipping Methods
We offer various shipping options to cater to your needs:
- Standard Shipping: 5-7 business days
- Expedited Shipping: 3-5 business days
- Priority Shipping: 1-2 business days
Shipping Rates
Shipping rates are calculated based on the weight of the package and the destination. You can view the estimated shipping costs during the checkout process.
Tracking
Once your order is shipped, you will receive a confirmation email containing the tracking number and a link to track your package. Please allow 24-48 hours for the tracking information to update.
International Shipping
We currently ship to select countries. Please note that international orders may be subject to customs fees, duties, and taxes, which are the responsibility of the customer.
Returns Policy
Return Eligibility
We accept returns within 30 days of the delivery date. To be eligible for a return, the item must be unused, in its original packaging, and in the same condition that you received it.
Non-refundable Items
For health and safety reasons, we cannot accept returns on certain items, including but not limited to opened food, treats, and personalized products.
Return Process
To initiate a return, please contact our Customer Support team at [email address] or [phone number] with your order number and a brief description of the issue. We will provide you with instructions on how to return the item.
Refunds
Once we receive and inspect the returned item, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will be applied to your original payment method within 7-10 business days.
Exchanges
If you need to exchange an item for a different size or color, please follow the return process and place a new order for the desired item.
Damaged or Defective Items
If you receive a damaged or defective item, please contact our Customer Support team within 48 hours of delivery. We will work with you to find a solution, which may include replacing the item or issuing a refund.