Customer Service

At West Paw, we strive to create great customer experiences by exceeding expectations, by standing behind our products and by listening to our customers.

The customer service team is here make every effort to deliver the best of what West Paw has to offer every day.


   Our Promise
  • Responsive - Real people, real answers and real solutions.
  • Knowledgeable - Well educated staff that will help you find the right product.
  • Transparent - Open and honest communication with all of our customers.
  • Friendly - Friendly interactions are the foundation to customer satisfaction.
  • Adaptable - We have the ability to remain flexible to adapt to changing needs.
  • Convenient - We do our very best to make sure our services are made easy for you.


   Contact Us

 

Real people answer our phones between 8:00 a.m. and 4:30 p.m. MST on business days, and we welcome an email or fax from you around the clock. Please don’t hesitate to get in touch—no robots here.

  • Toll Free: 1-800-443-5567
  • Local: (406) 585-0505
  • Email: westpaw@westpaw.com
  • Fax:(406) 585-0808
  • Mail: 32050 E. Frontage Road, Bozeman, MT 59715
  • Media Inquiries Contact: media@westpaw.com


   Shipping Information

 

Good news! Most of our items ship within two business days from when you place your order.

Domestic Shipping Options: We ship all orders from our production floor right here in Bozeman, Montana. During the checkout process you’ll have the option to choose between Economy shipping (contiguous US addresses only), FedEx Ground or FedEx expedited services. Simply choose the shipping option that best fits your needs and budget. Upon shipping your order, we will email you the tracking information provided by the carrier.

General estimated transit times from our door to yours is visible in the Transit Map below. Both Economy shipping and FedEx transit times are estimates provided by the carrier and can vary due to inclement weather, natural disasters or a high volume of packages during seasonal times. For more detailed transit times, we encourage you to visit the website of FedEx.com.

Shipping Fees:

$3.95 Flat Rate Shipping
West Paw offers a flat shipping rate of $3.95 for non-wholesale orders. These orders ship using the Economy shipping method and typically deliver within 4-10 business days depending on the distance to your location from Bozeman, MT. This flat rate option is only available for delivery to residential addresses in the contiguous US and is not available for orders being shipped to Alaska, Hawaii or for retailer orders.

Important notice regarding expedited services: Orders placed after 10:30 a.m. MST will ship on the following business day (essentially adding one business day to the shipping time). For example, if you choose "FedEx Overnight" after 10:30 a.m. MST on Tuesday, your order may not actually ship out of our facility until Wednesday. It will still ship overnight, arriving on your end Thursday.

General Estimated Transit Times

 

Retail Shipping Options: Different shipping rates apply to our retail accounts. Please visit the Retailer section or contact customer service for more information on shipping rates for retail accounts.

International Orders: Please be aware that any taxes, duties, and fees are NOT included with your shipping quote and will either be added to your order or become your responsibility upon receipt of your package.



   Ordering & Payment

 

Payment Methods: We gladly accept the following forms of payment: Visa, MasterCard and American Express.

How to Order: To purchase from a local retailer, please check our Find a Retailer to find a store near you. We suggest calling the store first to make sure they stock the particular item you are looking to purchase.

If there is not a local retailer near you, we have made is convenient for you to order online. If you have any questions about our products or about ordering, we’re here to take your call in person from 8:00 a.m. through 4:30 p.m. MST.

Order Status/Confirmation:For information on a pending order, please contact us either by phone or email, and we’ll fill you in.

Canceling an Order: We ship most orders within 24 hours, which is ideal for eager pets but not always for canceling orders online. Please contact customer service and we will do our best to change or cancel orders that have not already shipped.

If the order you would like to cancel has already shipped, you can still make a return. We do request that you cover the cost of shipping.



   Returns & Exchanges

 

We want every West Paw purchase to feel like a good decision, so we've crafted a no-fuss, Love It Guarantee™ if you need to exchange or return a product.

Returns: Merchandise, if unused and in resalable condition, can be returned within 30 days of purchase.

Defects: We fully guarantee our products against defects in material and workmanship. If something seems amiss, please don’t hesitate to contact us for a replacement or refund.

Guaranteed Products: West Paw offers an all-inclusive, 100% guarantee on all of our products. Please see the full details on our Guarantee page and complete the online form or contact customer service at 1-800-443-5567 or email us at westpaw@westpaw.com.



   Privacy & Email Policies

Email Policy

This page is intended to address those who feel that they have received unsolicited email from West Paw.

If you received a newsletter from West Paw and do not wish to receive any more, you may use the 'unsubscribe' link at the bottom of the newsletter. Alternately, you may modify your profile on this website by un-checking the type of mailing list you wish to no longer receive. The following link will take you to the account profile area so that you can change your mailing settings: Modify Profile.

West Paw does not send email to people with whom it has no contact. The following conditions can result in the West Paw website sending you email:

  • You created an account at the West Paw website.
  • You purchased 1 or more items from West Paw.
  • You subscribed to the West Paw newsletter mailing list.
  • You submitted a question to West Paw.
  • You requested a catalog from West Paw.
  • Someone that you know visited the West Paw website, created a wishlist and sent it to you.
  • Someone that you know visited the West Paw website and used the 'email this page to a friend' function.

If you received email from West Paw and you feel that none of the above conditions have been met, you may send an email to the email address below to register a complaint.

This email address is registered with abuse.net. We take reports of spam abuse seriously and we will work with you to find a solution to a problem. In rare cases, spammers find new ways to exploit vulnerabilities within websites to force them to send spam. If you suspect that this has happened we would appreciate it if you would notify us using the email address above. We are constantly working to improve the security of the West Paw website in order to prevent our customers from getting spammed and to reduce the amount of spam on the internet at large.

Privacy & Security Policy

West Paw believes in the security of your personal information -- that is why we only collect information from you voluntarily. This information is used to process orders or to send current catalogs via email or post. Occasionally we may send out special offers or promotions via email, and you can opt to be included or excluded by calling or emailing Customer Service. We respect your right to privacy and will not share or sell your information to a third party.



   Terms & Conditions

By visiting WestPaw.com (the “Website”), you agree to the following terms and conditions.

Please read these Terms and Conditions carefully before agreeing to be bound by the same. If you do not agree to be bound by the Terms and Conditions, do not access or use this Website.

This website is provided by West Paw, Inc. d/b/a West Paw (“West Paw”). By using this Website or by placing any purchase orders using the Website, you agree to abide by the terms and conditions set forth herein. Only upon acceptance of the terms contained herein, you will be entitled to submit electronic orders. Any violation of the terms will result in termination of your account.

This website is not intended for persons under 18 years of age.

Account Terms

By registering with the Website, you can access or view the prices, product inventories, and submit purchase orders electronically. You are responsible for using the Website in a private and secure manner. We will not be liable for any damage or loss caused from any unauthorized account access resulting from your actions, such as not logging out of the account or sharing your account password. We reserve the right to refuse registration or cancel an account at any time.

Acceptable Use

You shall not do any of the following or permit any other third parties to do any of the following:

  1. Post or transmit any unlawful, threatening, abusive, libelous, defamatory, obscene, pornographic, or profane information of any kind, including, without limitation, any transmissions constituting or encouraging conduct that would constitute a criminal offense, give rise to civil liability, or otherwise violate any local, provincial, state, national or international law, including without limitation, export control laws and regulations;
  2. Post or transmit any information or software that the sender is aware contains a virus, worm, or other harmful component;
  3. Upload, post, publish, transmit, reproduce, or distribute in any way, information, software or other material which is protected by copyright or other proprietary right, without obtaining the permission of the copyright owner or right holder;
  4. Account sharing, including, without limitation, letting third parties use your account and password.

 

Modification of these Terms and Conditions

West Paw reserves the right to change or modify any of the terms contained in these terms and conditions, at any time. Any such modifications or changes will immediately become effective upon posting of such changes. Your continued access or use of this Website will imply your full acceptance of the same. You are therefore responsible for regularly reviewing these Terms and Conditions and additional terms or notices posted on the Website.

Payment

You agree to pay the full price for all Products you purchase from the Website. We reserve the right to charge extra charges for your credit card or PayPal account for any products purchased from the Website. You are responsible for the timely payment of all fees and for providing us with a valid credit card or PayPal account details for payment of all fees.

Resale of Products

You agree not to resell any of the products you purchase on our site unless you have been approved as an authorized distributor of West Paw products.

Electronic Communications

When you visit the Website or send any emails to us, you will be communicating electronically with us. By such electronic communication, you agree to receive such communications from us electronically. You acknowledge that your electronic submissions constitute your agreement and your acceptance to be bound by and to pay for such agreements and transactions. Your agreement and intent to be bound by electronic submissions applies to all transactions you enter into on the Website, and all records including notices of cancellation, policies, contracts, and applications.

Copyright and Licenses

This Website and the entire contents contained on this Website, including but not limited to, text, graphics, logos, button icons, images, audio clips, digital downloads, data compilations, and software, are the sole and exclusive property of West Paw. All such contents and materials are protected by domestic and international copyright and trademark laws. You hereby agree not to modify, copy, reproduce, republish, upload, post, transmit, or distribute any portion of the Website or any contents contained on the Website without the prior expressed written consent of West Paw.

License

West Paw grants you a non-exclusive, non-transferable, limited license to access and make use of the contents or information available on the Website for your personal use and not to download or modify it, or any portion of it, except with the express written consent of West Paw. You may not reproduce, duplicate, adapt, copy, sell, resell, transmit or otherwise exploit for any commercial purpose this Website or any portion of this Website without the express written consent of West Paw. You agree not to interrupt or attempt to interrupt the operation of the Website in any way.

West Paw authorizes you to view and download the information and materials available on this Website only for your personal, non-commercial use. This authorization shall not constitute a transfer of title in and to the materials and is subject to the following restrictions: (a) you must retain, on all copies of the materials downloaded, all copyright and other proprietary notices contained in the materials; (b) you may not modify the materials in any way or reproduce or publicly display, perform, or distribute or otherwise use them for any public or commercial purpose; and (c) you must not transfer the materials to any other person unless you give them notice of, and they agree to accept, the obligations arising under these terms and conditions.

Disclaimer of Warranty/Limitation of Liability

THIS WEBSITE AND RELATED INFORMATION IS PROVIDED BY WEST PAW WEBSITE ON AN “AS IS” AND “AS AVAILABLE” BASIS. WEST PAW MAKES NO EXPRESS OR IMPLIED WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS OF ANY KIND, OR AS TO THE OPERATION OF THIS WEBSITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS WEBSITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS WEBSITE IS AT YOUR SOLE RISK. TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, WEST PAW DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. WEST PAW DOES NOT WARRANT THAT THIS WEBSITE, ITS SERVERS, OR EMAIL SENT FROM THE WEBSITE ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. WEST PAW WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.

WEST PAW USES REASONABLE EFFORTS TO INCLUDE ACCURATE AND UP-TO-DATE INFORMATION ON THIS WEBSITE. WEST PAW ASSUMES NO LIABILITY OR RESPONSIBILITY FOR ANY TYPOGRAPHICAL OR OTHER ERRORS OR OMISSIONS IN THE CONTENT OF THIS SITE. IN THE EVENT THAT A PRODUCT IS LISTED AT AN INCORRECT PRICE OR WITH OTHER INCORRECT INFORMATION, WEST PAW SHALL HAVE THE RIGHT TO REFUSE OR CANCEL ANY ORDERS PLACED FOR THE PRODUCT LISTED INCORRECTLY.

CERTAIN STATE LAWS DO NOT ALLOW LIMITATIONS ON IMPLIED WARRANTIES OR THE EXCLUSION OR LIMITATION OF CERTAIN DAMAGES. IF THESE LAWS APPLY TO YOU, SOME OR ALL OF THE ABOVE DISCLAIMERS, EXCLUSIONS, OR LIMITATIONS MAY NOT APPLY TO YOU, AND YOU MAY HAVE ADDITIONAL RIGHTS.

Third Party Links

For your convenience West Paw may provide, links to third party websites operated by other entities on the Website. If you use such third party sites, you will leave this Website. If you decide to visit any linked third party website, you do so at your own risk and it is your responsibility to take all protective measures to guard against viruses or other destructive elements. West Paw does not make any warranty or representation regarding, and does not endorse, any linked websites or the information appearing thereon or any of the products or services described thereon. Any third party links do not imply that West Paw sponsors, endorses, is affiliated or associated with any linked third party websites.

Applicable Law

By visiting the Website, you agree that the laws of the state of Montana, without regard to principals of conflict of laws, will govern these Terms and Conditions and any dispute of any sort that might arise between you and West Paw.

Disputes

Any dispute relating in any way to your visit or access of the Website or to the products you purchase through the Website shall be submitted to binding arbitration in Gallatin County, Montana. Arbitration under these Terms and Conditions shall be conducted under the rules then prevailing of the American Arbitration Association. The arbitrator’s award shall be binding and may be entered as a judgment in any court of competent jurisdiction. To the fullest extent permitted by applicable law, no arbitration under these Conditions of Use shall be joined to an arbitration involving any other party subject to these Conditions of Use, whether through class arbitration proceedings or otherwise.

Indemnification

You agree to indemnify, defend and hold harmless West Paw, its officers, directors, owners, partners, employees, agents, licensors, suppliers and any third party information provider to the Website from and against all losses, expenses, damages and costs, including attorney’s fees, resulting from any violation of these Terms and Conditions (including negligent or wrongful conduct) by you or your use and access of the Website.

Other Provisions

West Paw’s failure to insist upon or enforce strict performance of any provision of these Terms and Conditions shall not be construed as a waiver of any provision or right.

Neither the course of conduct between the parties nor trade practice shall act to modify any provision of these Terms and Conditions.

West Paw may assign its rights and duties under these Terms and Conditions to any party at any time without notice to you.

If any of these conditions shall be deemed invalid, void, or for any reason unenforceable, that condition shall be deemed severable and shall not affect the validity or enforceability of any remaining condition. Any rights not expressly granted herein are reserved.

Updated as of 5/1/14.