Our Return & Refund Policy
Pets and their routines differ. If you need help with an item, let us know what was ordered and what happened so we can guide the return safely.
30 days from delivery
Request a return within 30 calendar days after the item is delivered. The period starts on delivery, not dispatch. Contact [email protected] with the order number before sending goods back so we can identify the purchase and give the correct return instructions.
Condition and completeness
Please return the correct item, with its supplied parts and accessories, in a clean, safely packed condition. Keep original packaging where possible. Reasonable inspection does not automatically cancel your return rights. If an item is damaged, defective, incorrect or unsafe to handle, tell us first rather than trying to restore or use it. Tell us the item, chosen size and the concern you noticed. Please remove loose pet hair, clean and dry return items where appropriate and include all supplied parts. If an item is damaged, faulty or unsafe to handle, contact us before attempting to clean or reuse it so we can advise on a safe return.
Who pays the return postage
The merchant pays return shipping, including an eligible change-of-mind return and a confirmed damaged, defective or incorrect-item return. We do not charge a restocking fee or an automatic cancellation fee. Contact us before purchasing return postage so that we can explain the merchant-paid method and avoid an unnecessary out-of-pocket payment.
Start a return
Email the order number, purchaser email, item or SKU, selected configuration and the reason for the request. Photos are helpful for damage, wrong goods or a fit issue where they can show the problem. We will review the request and provide the return instructions and destination. Do not send the parcel to an address chosen from a label or the website without those instructions.
Authorization and return address
Contacting us before dispatching the return lets us confirm the right item, destination and merchant-paid shipping arrangement. The business contact address in our footer is not automatically the return facility for every product. The actual return address is supplied in the return instructions.
Damage, faults and wrong goods
Please report what you received, including the item, selected option, visible damage and any missing components. Retain packaging and send photos when safe. Stop using an item that appears unsafe. We will review the order and arrange the appropriate return, replacement or refund; an ordinary product concern is not reclassified as buyer fault simply to shift postage costs.
Exchanges
Ask us for the alternative size, color or model you want. An exchange depends on the actual availability and suitability of that item; it is not guaranteed merely because another option appears in a photograph. We will explain whether the replacement can be arranged directly or whether a return and a separate new order is the clearer route.
Refund review and timing
After the return is received, inspection and initiation of an approved refund take 5–7 business days. We notify you of the outcome and the refund action. The bank or payment service may take additional time to display the credit; we do not promise an unverified bank-posting date. Keep the return dispatch information until the matter is resolved.
Refund destination
An approved refund for a paid order is returned to the original payment method, using that provider’s process. Store credit is not imposed as the default refund. If the original payment route cannot accept a refund, we will discuss a lawful alternative with you rather than silently changing the method.
Items requiring special handling
We do not impose an undisclosed final-sale rule on the entire pet supplies range. The condition, completeness and safe-handling guidance above applies. Any special exception would need to be actually applicable, lawful and clearly disclosed before purchase; it does not remove remedies for faulty, damaged or incorrect goods.
Canceling an order
Contact us as soon as you wish to cancel. Before a payment is made, there is no cancellation charge. If preparation has not progressed to dispatch, we will try to stop the order without a cancellation fee. If it has already shipped, use the 30-day return process. We will tell you the actual status rather than promise that a parcel in transit can be recalled.
Help with a return
Use the contact details below for a return, exchange or refund question. Please do not email full payment-card details. This policy does not exclude consumer rights or remedies that applicable law does not allow us to limit.
1961 Steketee Woods Ln SE,Grand Rapids, MI, US
ZIP 49546
+1 (631) 219-7129
[email protected]