FAQ

Our goal is to keep all of our customers happy! If you, for any reason, have a problem or concern, please contact us at hi@charitypaws.com immediately. We will do our best to make any situation right so that we can continue on the mission to spread positive animal welfare messages! Please note our customer service hours of operation are Monday-Friday 8AM-4PM EST.

ARE YOU A NONPROFIT ORGANIZATION?

No, we are not! We are a social goods website that wants to give back a portion of its proceeds to animal rescues. We do make a small profit on the items on our website as we are still a business.

In an effort to be transparent here are some pricing/donation/revenue breakdown averages.

  • Slip on canvas shoes: $79 retail – $52 cost – $7 shipping – 5% donation of $3.95 = $16.05 profit to us
  • Canvas unisex tshirt: $28 retail – $13 cost – $3.99 shipping – 15% donation of $4.20 = $6.81 profit to us

So, as you can see we do not make much and still have costs like hosting, taxes, administrative fees, credit card fees etc.

DO YOUR SHIRTS FIT TRUE TO SIZE?
You can find size ordering recommendations on each product.

A large portion of our products are unisex making them true to size for men and often slightly larger on women. If you are a woman who likes a tighter fit we recommend ordering a size down on any unisex item.

Products that are just for women may run small. If you like a fitted look then you should order your normal size, but if you like a little room – then order one size up.

WHY DO SOME PRODUCTS HAVE SUCH A LONG TIME TO DELIVER?

Because we want to minimize waste and an environmental impact, many of our products are made to order. For items like jackets and shoes this can mean 3-5 days just for the printing and production of each item.

We chose this option to prevent us having to store products that may not sell – which harms the environment in the long run.

Shipping times are currently longer than usual due to COVID issues related to staffing.

WHERE ARE YOU BASED?
We are located in New Jersey but we do also have fulfillment partners located across the United States. We are solely an online business and have no physical location.

WHERE DO YOUR ITEMS SHIP FROM? 
In-stock items will ship from New Jersey. Made to order items may ship from from California, North Carolina, Arizona and Canada.

WHAT ARE YOUR RECOMMENDED CARE INSTRUCTIONS?
It depends on the item, please review the product you are interested in to see recommended care instructions that the manufacturer has provided.

IS YOUR BRAND ECO-FRIENDLY/SUSTAINABLE?
We are working on it! CharityPaws is very animal + world friendly and want to be a brand known for doing good.

Our give-back program helps animal welfare organizations and the apparel and products we choose to include in our store are all eco-friendly and sustainable. We also ensure that every manufacturer we use is also treating their employees well so we focus on using brands that are WRAP certified.

We currently offer the following brands in our shop so you can do your own research on each brand.

Bella + Canvas
Bella + Canvas is one of our favorite brands. The company has received Platinum level WRAP certification meaning their factories are certified to be safe, lawful, humane and ethical.

They also work to reduce waste by recycling everything they cut that cannot be turned into apparel. By using these remnants to create other items like stuffing for upholstery or creating baby bibs they are working to be zero waste.

Water and energy reduction are also a focus as they use a lot of solar energy to power their lighting and sewing machines and their dye machines use 7x less water than other manufacturers.

Much of their production does take place in the United States. They have a new collection that is 100% US made – those products will be highlighted in our store as US made. Some of their other products are sewn in other countries, but all finishes are completed in the US.

Gildan
In the past, Gildan may not have had the best reputation, but things have changed. They are now WRAP certified and have accreditation by the Fair Labor Association. They received a grade of A- in an ethical fashion report on labor rights and environmental management systems and continue to try and improve their processes.

While their products are not usually made in the USA, much of the cotton they use is sourced from US based farmers.

CAN AN ORDER BE CHANGED OR CANCELLED?
Possibly. Please send an email to hi@charitypaws.com and we will see if your order can be cancelled or edited. If your order is already in production we will not be able to honor your request.

DO YOU ACCEPT RETURNS OR EXCHANGES?
Since the majority of our products are made to order, we do not offer refunds.

We do offer exchanges with shipping charges being billed to customer.

If you receive a damaged, defective or incorrect product, please contact us at hi@charitypaws.com, provide your order number, a photo of the item as well as the description of the issue with the item. We will get these issues taken care of as soon as possible.

WHAT IF THERE IS AN ISSUE WITH THE ITEM I RECEIVED?
If your item is damaged or the incorrect item was sent, please contact us immediately and we will resolve your problem as soon as possible.

I HAVE AN ISSUE WITH A PAST ORDER. CAN YOU HELP?
Issues with orders should be reported within 14 days of receipt of your order. If there is an issue with product quality we will replace your item at no cost. Sizing issues that require a return will incur additional shipping fees. See our full shipping + return policy here.

Issues reported outside of this period will not be accepted.

HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
In stock orders ship within 2 business days. Please allow an additional 7-10 days for delivery.

Made to order items usually ship within 7-10 days. Please allow an additional 7-10 days for delivery.

Please make sure your shipping information is correct during check out. We will not refund or replace items, if they are sent to the wrong address. We are not responsible for loss, damage, or delay.

DO YOU SHIP INTERNATIONALLY?
At this time we only ship to the United States. We are working to include international shipping soon.

WHAT IF MY ORDER WAS LOST OR DELIVERED TO THE WRONG ADDRESS/ETC?
Once we deliver your tracking information, we do not have control of your order after that. If you have not received your order, then we would recommend you reach out to the shipping company (usually USPS) to have them assist you with your order.

We do not offer refunds or replacements on orders lost by shipping companies.

DO YOU OFFER WHOLESALE?
At this time we are not offering wholesale opportunities, but this is something we may offer in the future. Please check back for details!

DO YOU GIVE BACK TO THE COMMUNITY?
Absolutely! It is one of the reasons we started CharityPaws back in 2014! Every item sold results in at least 10% being donated to our partners through our partner program. Up to 30% is donated for featured partner promotions.