Refund and Returns Policy
Return & Refund
Hello. Need answers about our returns and refunds policy? You’re in the right place.Due to the changing COVID-19 situation, find our most up-to-date delivery and returns information here.
Returns/ Exchange(if applicable)
Cats and dogs are not only pets to us, but also family and friends. For their health, please be optimistic about the color and size before placing an order.In order to be responsible for every lovely pet and avoid cross-infection, all products do not accept returns/exchange. Except for quality problems, returns are not accepted. Please understand.
Can I change my order?
Yes, as long as the item’s not been dispatched. Just contact us and we’ll change it for you.
Can I cancel my order?
Yes, as long as the item’s not been dispatched. Just contact us and we’ll cancel it and give you a full refund. It’s as easy as that. Cancellations made after we’ve sent your item(s) will need to be made at the time of delivery – just contact us within 14 days. Once you’ve notified us, we’ll let you know how to return it, or arrange for a collection. Once it gets back to us, you’ll receive a full refund (including your initial delivery charge, but minus any return or collection costs).
What if the items you ordered arrive with production defects or those that have been damaged during packing and transit?
It’s important that you inspect your order on delivery, please check if it’s in good condition. If you’re not happy, Just contact us within 14 days of receiving your order, and we’ll let you know how to return it.
We need these photos to ensure that our team can best evaluate the issue(s) and determine the optimal solution for you. In order to ensure that we are able to resolve your concern to your satisfaction and as promptly as possible, please send the photos:
- A photo that clearly shows the items you received.
- A photo of the larger area where the problem is located for easy identification.
- A photo of the label that affixed to the package.
If you order the wrong item(wrong size, wrong pattern, or not our fault), we cannot return or replace your order. If there is no damage to the items when you receive them, we do not accept any returns.Due to the specificity of pet products, we are unable to make secondary sales. Thank you for your understanding.
Here are the options：
- We will not cover the cost of your return shipping, please contact us at [email protected] for the return address.
- We will refund you after we receive and check the package.
- The refund will not include the shipping fee we sent the package.
Our quality team checks your items to make sure it’s up to the very best standards before we send it to you. But if we’ve missed something or sent you the wrong thing, just let us know within 14 days. It really helps if you send us a few photos of the damage or any other issues. Our team will assess your complaint and let you know how to return the item. We’ll either give you a full refund, or order you a replacement.
How long will my refund take?
Once your return is received and inspected, we will email you a notification of receipt. We will also notify you of the approval or rejection of your refund. If you are approved, 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 amount of days.
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. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund, please contact us at [email protected].