FAQ - Answers to common Retailer Questions

Posted June 01, 2009

Being a West Paw Design Retail Partner allows you certain perks, and therefore different Terms and Conditions than end-customers who purchase products at MSRP directly from us. We're happy to answer any retail questions you may have when you call us at 1-800-443-5567, but to save you time - below are some Frequently Asked Questions for our Retail Partners:

How do I get a retail account?

To become a West Paw Design Retail Partner, please complete and submit this request for a retail account

Placing Orders as a Retailer:

Once you have a retail account set up, placing an order is easy and fun! Send us your order form via email ([email protected]), Web (call or email Customer Service to request a Password and ID), or fax. Of course, you may also order direct by calling customer service at 800-443-5567, we would love to speak with you! Our minimum order is $50, so you can order frequently and with ease.

Do you offer Drop Shipping?

Yes, we offer Drop Shipping! It is simple, just place an order as you typically do, but with your customer’s Name and Shipping Address listed. We will automatically remove the prices from the packing slip and mail the shipment straight to your customer. You may also provide your own packing slips via an upload link on our website. We'll print it out and include it in the box. You will still receive a confirmation email with your customer’s tracking information, and the invoice will be mailed separately to you. Easy - and we only charge an additional $5.00 fee. Note: $50.00 minimum order does not apply and we CAN NOT drop ship Internationally (Canada or overseas).

What are your Shipping Charges?

While shipping costs continue to rise, West Paw Design lobbies to get the lowest price possible, so we can pass our savings on to you.  With our competitive Flat Rate ground shipping program, we take the guess work out of shipping.  Visit our Retailer Central section of our website for the rate schedule.

Why does West Paw have MAP Pricing?

To protect the strength of the West Paw brand for the long term, as well as support our retailer’s ability to remain economically successful, West Paw unilaterally established an Advertising Policy, which includes Minimum Advertised Pricing (“MAP”), on May 1, 2017. You can see the policy here: www.westpaw.com/AdvertisingPolicy.

West Paw is a leader in the design, manufacturing and sale of products to increase the connection between pets and their owners. West Paw is committed to our retailers and to manufacturing safe and innovative dog and cat products. We strive to show our commitment through our excellent customer service and ethical business practices with every partner, large or small. We believe that you, our retailers, invest significant time and resources to do the same.

Since 1996, we have handcrafted our pet beds and toys in Montana. Made one at a time, our beds and fabric toys are high-quality, crafted with care—and infused with pride from the person who made it. We also emphasize environmentally-friendly manufacturing practices. To show our on-going commitment to sustainable business and manufacturing practices, we became a B Corp as well as a founding member of the Pet Sustainability Coalition.

The manner in which our products are advertised, promoted and sold is critical to maintaining and enhancing a premium brand image and to positioning these products appropriately. We need you, our valued retailers, to help us accomplish our brand goals. We are committed to enforcing the Policy and partnering only with retailers that share our strategy of promoting the West Paw brand in a manner that is consistent with our new Advertising Policy.

What's your Return Policy for Retailers?

We take great pride in manufacturing our pet products in Montana, USA, and warranty all of them against manufacturing defects. Should a defect occur, you may return it for credit or an exchange. Simply call Customer Service at 1-800-443-5567 within 30 days of purchase and let them know what you're returning and why. They'll notify our receiving department to accept the return. Please note that our durable Zogoflex toys carry the additional lifetime warranty of a one-time free replacement. 

In special circumstances, resellers may return non-defective, unused products for credit or exchange only. Simply call Customer Service at 1-800-443-5567 within 90 days of purchase and explain the circumstances. If approved, they'll authorize the return and notify our receiving department to accept the return. All such returns are subject to a 10% restocking fee. We're here to help, so please call first, otherwise all non-defective-merchandise returned without pre-authorization is subject to a 25% restocking fee. No credits or exchanges will be made on returns over 90 days.

Do you accept Exchanges?

We realize that even after receiving all the information possible, your customer may want to exchange their purchase for a different size or color. We will accept all New Products, in good, resalable condition for exchange within 30 days of purchase. All exchanges need to be communicated to our Customer Service team prior to sending them back. Additional shipping and handling charges will be charged with each shipment.

What Images (photos) are available for Retailers to use?

Yes, we do have many of our images available for your use. Visit our photos for download in Retailer Central (the link is toward the bottom of the page in the Document Center section).

How do I get credit terms?

To apply for terms with West Paw Design, please visit our Retailer Document Center and fully complete and submit the Credit Application. Applications need to be fully completed and signed in order to be considered.

More Questions?

Contact us by calling the Customer Service Team at 1-800-443-5567.