FAQs

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Pick Up & Delivery

When will my Pick Up order be ready?

At All Paws Retreat, we strive to provide efficient and timely service to our customers. To ensure a smooth and convenient pick-up experience, customers who place an order through our website will be able to pick up their order within two hours of the order confirmation. This timeframe may be faster and once you place an order, you will receive an order confirmation via email. Once we have finished processing your pick up order, you will receive an email indicating that your order is ready for pick up.

When picking up your order, you may be required to present a valid form of identification and proof of purchase, such as the order confirmation email or a digital copy of the receipt.

Need something for your pup quickly but don’t have the time to come and get it? All Paws Retreat conveniently offers local delivery! We deliver up to 10 miles from our physical store location. To see if you are within our delivery area, input your address and the delivery zone map will indicate if you are in the selected area.

Monday-Friday:

  • Orders placed before 2:00pm will be delivered the same day between 3-6:00pm
  • Orders placed after 2:00pm will be delivered on the following business day between 3-6:00pm

Saturday & Sunday:

  • Orders placed before 1:00pm will be delivered the same day between 2-5:00pm
  • Orders placed after 1:00pm will be delivered on the following business day between 2-5:00pm
All Paws Retreat delivers within 10 miles of our store location. Check our delivery zone map to see if you are in the selected area.
  • If you have left instructions in the Notes to Seller section during checkout, we will leave the package where you request.
  • If there are no delivery instructions, we will do our best to leave your products in a safe place so they will be there when you arrive home. In some instances, for example, if it is raining and we cannot find a covered area to leave your products, we will return your order to our facility. If this occurs, you may incur additional charges for redelivery.
We will deliver to an address that is not your home address such as your work or a friend’s house. However, this delivery will require a signature upon delivery.
Delivery & In Store Returns and Exchanges can be made at our physical store location within 30 days of purchase. Returns and Exchanges require either a physical receipt OR you must have an account with us for receipt retrieval.

Shipping

Here at All Paws, we don’t want your pet to wait too long to get their favorite toys, treats and food. The team here will do our best to your order out as quickly as possible.

EXPEDITED SHIPPING METHODS AND DELIVERY TIME

ORDER BEFORE 2PM EST TWO DAY NEXT DAY
Sunday Wednesday Tuesday
Monday Wednesday Tuesday
Tuesday Thursday Wednesday
Wednesday Friday Thursday
Thursday Monday Friday
Friday Tuesday Monday
Saturday Wednesday Tuesday

Two Day and Next Day orders must be submitted by 2:00 PM EST. If the order is placed before 2:00 EST then you can use the chart above to see when it will arrive. If the order is placed after 2:00 EST then add one additional day.

We do not ship on holidays such as New Year's Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Christmas.

Orders shipping in the continental US via UPS arrive within 3-7 business days unless Two Day or Next Day shipping was selected.

1. Do you ship to PO Boxes or International Addresses?

Unfortunately, we do not ship to PO boxes or international addresses at this time.
Once an All Paws team member has packed your order and your order has shipped, you will receive tracking information via email. Simply click the link in your email to track your package by downloading the SHOP app.

Returns & Exchanges

1. How do I Return or Exchange an item?

We will gladly accept a return or exchange of salable merchandise, in original condition, within 30 days of purchase date accompanied by the original receipt. All returns accompanied by the original receipt will be credited to original form of payment. Items returned must be in original packaging. Salable merchandise in original condition, not accompanied by a receipt, will be accepted and a merchandise credit will be issued on a store account for the lowest price. Clearance items are final sale and cannot be returned or exchanged.

Delivery and In Store Returns and Exchanges
can be made at our physical store location within 30 days of purchase. Customers presenting a product for return must have a physical, emailed or test receipt or an All Paws Retreat account for receipt retrieval from their account.

Shipping Returns and Exchanges
can be made by emailing us at shop@allpawsretreat.com. Once your email is received, an All Paws Retreat team member will contact you and assist you with your return. Items must be unopened and in as-new, resalable condition. Products will be refunded to the original form of payment. Items that have been chewed or damaged cannot be returned.

Return or exchange via mail
An All Paws Retreat team member will email a return label to you once your return request has been received. You can print the shipping label, attach it to your package and drop it off at any UPS location. When we receive your return at All Paws Retreat, we will send you an email about the status of your return and when to expect your refund. Shipping charges are not refundable and there is a $6.95 per order return fee that covers restocking and postage back to the warehouse. Refunds are always issued to the original method of payment. To prevent a delay in refund, returns must be shipped back within 7 days of the date of the email containing the return label.

Once All Paws Retreat has received your return product, we will process your refund to the original form of payment. Please be aware, refunds to credit/debit cards may take up tp 3-7 days to reflect on your account, depending on your financial institution.

YES! All food brands sold by All Paws Retreat are eligible for 100% satisfaction guarantee. If your pet does not like the food for any reason, it can be returned for a different type of food or a refund. The following rules apply:

  • Food returns from an in-store or delivery purchase can be returned in store at our physical location, 154 S. Yale Ave, Columbus, Ohio 43207.
  • Food returns must be in the original manufacture bag.
  • For canned or pouch wet food, the empty can or unused cans/pouches must be presented to process a return or exchange.

To return a food product from a shipping order, please email shop@allpawsretreat.com. Once your email is received, an All Paws Retreat team member will contact you and assist you with your return.

General Questions

1. Who can I contact with questions about my order?

All Paws Retreat is here to answer any question you might have about your online order. Please email us at shop@allpawsretreat.com with any questions or issues about your order.

No! All Paws Retreat welcomes everyone to visit our store! Our retail location is fun, exciting and stocked to be brim with the best pet products available. Our store is located in our lobby area and is open to the public.

Our physical store location is: 154 South Yale Ave., Columbus Ohio, 43222 All Paws Retreat store hours are:

Monday - Friday 7:00am – 7:00pm
Saturday 8:00am – 5:00pm
Sunday 8:00am – 3:00pm

Yes, simply select Guest Checkout when placing your order.

Coupons, Discounts, and Promotions

1. How can I apply a coupon or discount code?

During checkout, there will be an area to fill in the discount code. Once this has been entered, the subtotal will update to reflect your new price with the discount.

Customer Support

1. How can I contact your customer support?

You can contact a customer support team member by emailing us at shop@allpawsretreat.com
Our customer support hours are Monday through Friday from 8:00am – 6:00pm EST. Emails received outside of these hours will be answered the following business day.
The All Paws Team is well-versed in all things pet. We can assist you with picking out a proper toy for your pet’s play style, suggest the best and tastiest treat, and assist you with nutritional counseling if selecting a pet food. Please e-mail us at shop@allpawsretreat.com with your product questions.