Return Eligibility
We accept returns of unused, undamaged items in their original packaging within 14 days of delivery. The following items are non-returnable:
- Customized products (e.g., engraved collars, personalized pet portraits)
- Opened consumables (food, supplements, treats)
- Clearance items marked “Final Sale”
Please contact our customer service to obtain a Return Authorization (RA) number before shipping items back. Unauthorized returns will not be processed.
Return Process
Step 1: Submit a return request through your account or email [email protected] with your order number + product photos
Step 2: After RA approval, ship items to our designated center with the original packing slip (return shipping at your expense)
Step 3: Refunds will be issued within 5 business days after quality inspection
Refund
Once your return is received and inspected, we will send you an email to notify you that we have received your returned items. We will also notify you of the approval or rejection of your refund. If it is approved, a then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain number of days. For example, if your original payment is done with credit/debit card, it will take up to 30 days.
Refund will be only applicable for products and shipping costs are non-refundable. Note: Return shipping fees will be reimbursed for defective/damaged items upon verification. Thus, you will have to bear all the costs for shipping, both initial delivery and return, so the former will be deducted from your refund. Also, we cannot refund any taxes, duties or other charges which you may have paid when placing your order.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.