Refund policy
Refund & Return Policy
Last Updated: June 2026
We care about your satisfaction and your pet’s experience with our products. If something is wrong with your order, we’re here to help.
Returns & Replacements
We offer free replacements or refunds for:
- Damaged items upon arrival
- Defective products
- Incorrect items received
- Items not delivered
To request support, please contact us within 14 days of delivery and include:
- Order number
- Description of the issue
- Clear photos or video (if applicable)
Non-Returnable Situations
Due to the nature of our products and fulfillment process, we do not accept returns for:
- Change of mind
- Incorrect product selection
- Buyer’s remorse
- Perceived delays within stated delivery windows
- Products that have been used or opened (pet safety hygiene reasons)
Refund Eligibility
Refunds may be issued when:
- The item is confirmed lost in transit
- A replacement cannot be provided
- The item is defective or incorrect and cannot be resolved
Approved refunds are issued to your original payment method.
Pet Product Safety Note (Important Trust Builder)
For safety and hygiene reasons, certain items such as chew toys, treats, or consumable pet products cannot be restocked or resold once shipped.
This allows us to maintain strict quality standards for all customers.
Tracking & Delivery Confirmation
If a package is marked as delivered by the carrier, it is considered fulfilled.
However, if you believe there is an issue (such as theft or misdelivery), contact us and we will assist in opening a carrier investigation.
Chargeback Policy (IMPORTANT)
We strongly encourage customers to contact us before opening a dispute or chargeback.
Most issues can be resolved quickly through support.
Chargebacks initiated without prior contact may delay resolution while we submit shipping proof, tracking records, and communication logs to Shopify or PayPal.