Retailer FAQ

West Paw Retail Partner are allowed certain perks, and therefore have different Terms and Conditions then our end-customers who purchase products at MSRP directly from us.

Below are some Frequently Asked Questions:

How do I get a retail account?

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

Placing Orders as a Retailer:

Once you have set up your Retail Account, simply send us your order form via email (orders@westpaw.com), or via the web (call 1-800-443-5567 or email Customer Service to request a Password and ID), or fax.

You may also order directly by calling customer service at 1-800-443-5567. Please note, our minimum order is $50, so you can order frequently and with ease.

Do you offer Drop Shipping?

No. We do not offer drop shipping at this time. 

What are your Shipping Charges?

West Paw offers competitive Flat Rate Ground Shipping to 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/pages/west-paw-advertising-policy-map.

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 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?

Please call our Customer Service department at 1-800-443-5567 within 30 days of purchase. Returns are subject to a 10% restocking fee. 

In special circumstances, resellers may return non-defective, unused products for credit or exchange only. Call Customer Service at 1-800-443-5567 within 90 days of purchase and explain the circumstances.

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 will accept 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?

Visit our Retailer Download section of the website for available photos for your use. 

How do I get credit terms?

To apply for terms with West Paw, 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.